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14 innovative ideas for your path to personalisation

Overview

Personalisation isn’t a nice-to-have: 57% of customers have stopped buying because a competitor provided a better experience. Customers expect omnichannel personalisation where engagements are tailored based on their past interactions.

That’s why “use the recipient’s name in an email” isn’t what you’ll find here. Personalisation requires an intimate knowledge of your customer. The goal? Anticipating when and why they need service.

To get there, four leading CX experts have helped us put together a list of 14 personalisation ideas covering the fundamentals through innovative ways you can surprise and delight.

Download the eBook to reveal:

  • The impact of personalisation on experience and loyalty
  • Personalisation best practices and fundamentals for contact centre leaders
  • Real-life examples of personalised customer experience
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