Start by creating your business case

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Below are 3 tips on how to prepare for hyper-personalization.


As the 2019 State of the Connected Customer report shows, today’s customer expectations are higher than ever.

84% say it is very important to be treated like people, not numbers.

77% expect companies to truly understand their needs and expectations.

70% say contextualized interactions and seamless namibia telegram number database handoffs based on previous communications are essential.

Additionally, according to McKinsey , personalization can reduce acquisition costs by up to 50%, increase revenue by 5-15%, and increase marketing spend efficiency by 10-30%.

92% of today's consumers would abandon a brand after just two or three negative interactions ( PwC CX survey ). The concept is simple: to continue growing your business, you need to personalize your interactions with your customers.

The statistics above should help you, but we also recommend that you build your own business case for hyper-personalization. This is a trend that will only become more prevalent in the coming years.

2. Integrate customer service into your company's CX initiatives
Often, digital and CX transformation focuses much more on sales and marketing than on service. Don’t make this mistake: conversations with a “live” customer service representative are essential touchpoints for the customer experience.