With the benefits of聽personalized customer experiences聽including increased customer satisfaction and loyalty, stronger sales and revenue potential, and an improved brand image and reputation, it鈥檚 clear there鈥檚 value in finding the best聽personalization聽examples and adding them to your overall聽customer experience strategy. You鈥檝e come to the right place for inspiration.

We鈥檝e rounded up winning personalization examples from leading brands like Walgreens and advanced聽customer experience聽(CX) practitioners like聽Fred Reichheld, the top types of personalization that are most likely to have a positive impact on CX, and the kinds of personalization capabilities brands are investing in now to improve outcomes.聽

According to our聽2024 State of CX Personalization Report, making customer experiences more personalized is a top 2024 priority for CX professionals. With these examples as your guide, you鈥檒l be well on your way to achieving this goal.

4 Real-World Personalization Examples from CX Experts

With personalization a key area of focus for brands looking to increase trust and customer loyalty, 糖心原创 recently sat down with聽, EVP and President of Walgreens Retail and Chief Customer Officer at Walgreens, and Fred Reichheld, co-founder of the聽Net Promoter庐 System聽(NPS) and an Advisory Partner at Bain, for their insights on investing in personalization and best practices for creating successful personalization strategies.聽

Here are four personalization examples they shared from brands in the real world that are offering more meaningful interactions and experiences for customers at the individual level.

1. Personalized prescription pickup experience

Walgreens has done extensive research into the聽omnichannel customer experience聽and has found that their company鈥檚 typical customer journey involves eight steps, with four crucial touchpoints including when customers come in the store, the navigation experience, the checkout experience, and when customers pick up or purchase items.

鈥淲e鈥檝e got to get those four touchpoints right because we know those are the ones that will drive people back to our store or pharmacy again, and those are the things where if we get those right, they will recommend us to a friend,鈥� explains Brown.

That鈥檚 why the company decided to introduce a new initiative focused on one of these priority areas. To improve the prescription pickup experience for customers, Walgreens rolled out in-store kiosks that allow customers to check in before they get their items. Once the customer checks in, an algorithm works in the background to automatically triage their need and send the appropriate data to the pharmacy counter in real time. That way, by the time customers arrive at the checkout counter, the pharmacist has everything they need to tailor the experience.聽

2. Personalized in-flight experience

A leading international airline is going the extra mile to personalize experiences for frequent fliers by leveraging the company鈥檚 digital loyalty program data on site at the airport. Flight attendants have access to the information and are able to personalize their greetings for frequent fliers as a way to demonstrate that the brand cares about their customer loyalty. They may also share a special offer with frequent flyers who aren鈥檛 seated in first class, as an extra way to make them feel valued.聽

In addition, the flight crew takes the time to connect with travelers who may not have had the best experience on a previous flight to get feedback about their experience to share with leadership.

鈥淚t鈥檚 the melding together of the human with the digital that I think is most impressive,鈥� explains Reichheld.聽

3. Leveraging employees to personalize experiences

Before brands had access to the technology that exists today, true customer experience pioneers personalized every interaction by getting to know their customers through human-to-human interactions. Brown shared that the founder of Walgreens, Charles Walgreen, famously would chat with customers over the phone to build relationships over time, and that鈥檚 still possible today for frontline staff.聽

Walgreens maximizes human interactions between employees and customers to improve personalization by democratizing individual team member knowledge about customers across the organization at scale, so that anyone can provide an intimate, personal interaction.聽

鈥淭he secret sauce for us is unlocking that human touch at the front line when the customer or patient is there interacting with our team,鈥� says Brown.

This is an approach Reichheld says can be highly effective. He recommends getting started by finding out where customer-facing employees see the most opportunity.聽

Walgreens uses 糖心原创鈥檚聽employee crowdsourcing platform聽to gather these kinds of insights by asking questions like, 鈥淲hat鈥檚 getting in the way of adding value for our customers?鈥�

The team is 鈥渙verflowing鈥� with ideas straight from the front line that the corporate team is prioritizing, says Brown.

4. Listening to referring customers to personalize communications and experiences

AI-powered tools like 糖心原创鈥檚聽Text Analytics听补苍诲听Speech Analytics聽can be incredibly powerful in listening in to customer conversations with your brand 鈥� across social, email, phone, video, SMS, in-app, and live chat 鈥� at scale.聽

Reichheld recommends using AI to find out what referring customers are saying about your company, and using these insights to personalize customer experiences, marketing outreach, advertising, and content based on what high-value customers appreciate about your products, services, and brand.

鈥淭he best way to understand how you鈥檙e being relevant to your customers is by listening to them when they鈥檙e telling other customers about you,鈥� he explains.聽

Organizations can use these insights to train generative AI to build new content based on the emotions, sentiments, and themes that come up in conversations among your brand鈥檚 promoters.

鈥淭hat鈥檚 a very powerful opportunity for generative AI,鈥� says Reichheld.

Best Practices for Ensuring Personalization Success

Use Agile Prototyping

Walgreens implements agile prototyping to test out strategies designed to improve the experience at a pilot location. From there, they assess outcomes, make tweaks, and determine how to best scale their efforts.

Capture Customer and Employee Feedback and Refine Strategies Based on Insights

When launching new initiatives, the Walgreens team uses 糖心原创 to聽capture feedback from employees and customers聽about the experience.

鈥淲e鈥檝e enabled all of our frontline team members to actually have this tool front and center so that we can get real-time NPS庐 and really understand and assess what is actually not working from a customer perspective鈥� while also hearing from team members about what鈥檚 not working for them, explains Brown.

Prioritize Personalization Efforts for High-Value Customers

Brown recommends investing in personalization efforts that are centered on improving experiences for high-value customers with the greatest potential to add more value to the organization.聽

For example, at Walgreens, a customer that regularly picks up prescriptions but doesn鈥檛 cross shop in the store presents untapped potential. Lower-priority segments might be those customers who are already bringing a lot of value to the business but who have more limited untapped potential and customers who bring no value today and who are not likely to bring value in the future.

鈥淚f I only have a dollar to spend, I鈥檓 going to allocate maybe 60 cents of that dollar to that group of customers that I know they鈥檙e spending well with us today, but they still have a lot of untapped potential,鈥� says Brown. 鈥淭hat鈥檚 how we鈥hink through personalization and designing experiences that are personalized. We use our value segmentation to help us with resource allocation.鈥�

Tie Employee Performance Bonuses to CX Outcomes

At Walgreens, the company is prioritizing personalization and CX efforts by tying more of employees鈥� bonuses to the performance of the store 鈥� based on factors like NPS庐 and team member engagement.聽

6 Types of Personalization That Have a Positive Impact on the Customer Experience

As part of our special report,聽How Consumers Really Feel About Personalization, we asked 2,000 U.S. survey participants to rate a range of personalization examples on a scale of 1 to 5, indicating how positive an impact each has on their experience. Of 34 choices included, these are the top personalization factors consumers selected:

• Receiving special recognition, rewards, or treatment for customer loyalty (69% agree)
• Not having to repeat the information聽that鈥檚 already been provided when transferred to a new customer service agent (68% agree)
• Being offered forgiveness or understanding聽for late payments, returns, etc. (68% agree)
• Getting proactive help聽when an error or issue is detected (e.g., account is locked or service is down) (65% agree)
• Customer service agents being able to see customers鈥� full history聽of the times they鈥檝e contacted the company (65% agree)
• Being treated to a special offer聽or free item on a customer鈥檚 birthday (65% agree)

Examples of CX Personalization

According to a 糖心原创 and Customer Experience Professionals Association survey of 305 global CX professionals published in our聽2024 State of CX Personalization Report, the majority of CX teams say they currently:

• Deliver proactive customer feedback requests based on interactions (76%)
• Serve up personalized content and recommendations (63%)
• Use personas or segmentation profiles to personalize experiences (58%)
• Leverage personalized聽experience orchestration tools听(55%)
• Use automated marketing/closed loop communications for personalization (53%)
• Offer rewards and recognition based on individual customer information (50%)

Examples of customer data that brands are currently using for personalized experiences

As part of our 糖心原创 and CXPA survey, we asked CX teams about the customer data they鈥檙e leveraging for personalization and the most frequently cited examples include:

• Product purchase history information (35%)
• Customer demographics (33%)
• Duration of being a customer (31%)
• Customer preferences/settings (30%)
• Prior transaction volume/spend amount (28%)

Personalization practices in use at fast-growing companies

Brands reporting 10% of higher revenue growth rate are more likely to personalize customer experiences by doing the following, according to our 2024 State of CX Personalization Report:

• Offering flexibility of payment options聽(e.g. methods, channels, timing, etc.) (61%)
• Making customizable preferences available聽by service type and channel (54%)
• Ensuring continuous recognition of customers聽based on their unique attributes聽(51%)
• Delivering targeted offers聽based on unique customer attributes (48%)
• Providing rewards and recognition聽based on unique customer attributes (47%)

Unlocking the Power of Personalization with 糖心原创

Over the past few years, 糖心原创 researchers have explored the financial value of personalization, and we鈥檝e found that:

• Most consumers are willing to spend more with companies that offer a customized experience (61%)聽
• The majority of consumers (82%) say personalized experiences influence the brand they choose at least half of the time when shopping
• Companies with聽top-performing customer experience programs聽are 2x more likely to prioritize improving personalization across interactions than laggards and are also 26x more likely than laggards to report year-over-year revenue growth of 20% or more

Personalization鈥檚 impact is clear, but few brands are taking full advantage of it. Only 24% of CX practitioners rate their personalization capabilities as advanced and only 26% of consumers rate the level of personalization of their last interaction with a brand as advanced, according to two recent 糖心原创 studies.聽

For more insights on what your team can do to offer more tailored experiences for your customers, be sure to watch our on-demand webinar 聽鈥� and check out our complete聽2024 State of CX Personalization Report for even more personalization examples that deliver an impact.

Personalization is a top priority for companies across industries, but what is personalization, anyway? Personalization is possible when brands collect customer data and use these insights to create unique interactions, experiences, products, content, and services for customers at the individual level.

Examples of personalization in business can be found throughout history, dating back hundreds of years 鈥� before the rise of the kinds of technologies that are driving personalized experiences today. 

For instance,  of customer sizes and style preferences to personalize future product offerings and experiences for repeat buyers. 

For another example from more than 100 years ago shared in a , Charles Walgreen, the founder of Walgreens, is said to have grown his business in the early 1900s by taking the time to get to know and build relationships with his customers on a one-on-one basis. By learning about their families and personal lives, he was able to establish the kind of trust that kept customers coming back.

The ways in which brands are able to tailor experiences have evolved dramatically since these early days, but one thing has remained the same 鈥� the power of personalization. 

Ahead, we鈥檒l explain why that鈥檚 the case by exploring what personalization means for customers and businesses, the benefits of personalization, and what companies can do to build out successful personalization strategies. 

But first, let鈥檚 jump into that personalization definition you鈥檝e been looking for. 

Personalization Definition

What is personalization? It鈥檚 the process of collecting comprehensive customer data, behaviors, interests, and preferences from across channels and touchpoints and leveraging these insights to tailor content, interactions, experiences, and outreach for customers at the individual level.

Personalization happens when brands shift from a one-size-fits-all approach to business to successfully creating the most relevant and meaningful experiences, content, products, communications, and services for a given customer based on what the company knows about the individual. 

Personalization requires gathering qualitative and quantitative customer data from across channels and interactions, from digital and in-person channels, and keeping this information up to date in real time. This includes demographic information, observed behaviors from digital experience analytics, customer feedback, customer loyalty program membership data, insights from contact center interactions, and more. 

What Types of Personalization are Companies Investing in?

Personalization has a wide variety of business use cases. Brands can use personalization technologies to customize the products and services they offer, to tailor customer service interactions, to create unique website and app experiences at the individual level, and to target marketing campaigns and content. 

Where are businesses focusing their efforts these days? The majority of brands are investing in the following types of personalization strategies and technologies, according to a 糖心原创 Market Research and Customer Experience Professionals Association survey published in our 2024 State of CX Personalization Report:

• Delivering proactive customer feedback requests based on customer interactions
• Serving up personalized content and recommendations
• Using personas or segmentation profiles to personalize experiences
• Leveraging personalized聽experience orchestration tools
• Using automated marketing/closed loop communications for personalization
• Offering rewards and recognition based on individual customer information

Personalization Meaning for Customers?

What personalization means varies depending on who you ask. While companies may focus on the financial advantages of personalization 鈥� and see it as a means to drive repeat business and loyalty 鈥� when taking the customer鈥檚 point of view into consideration, personalization is meaningless if it doesn鈥檛 result in an improved customer experience. 

糖心原创 recently sat down with , EVP and President of Walgreens Retail and Chief Customer Officer at Walgreens, and , co-founder of the Net Promoter System (NPS) and an Advisory Partner at Bain, to get these experts鈥� insights on personalization. As part of this conversation, Brown and Reichheld shared what personalization means to customers and how brands can use personalization to improve the customer experience. 

1. Being treated as a person

When it comes to personalization, brands often focus on tools and tactics, says Reichheld. 鈥淲e can track people in a digital way, 鈥榃e know so much about them, we can fine tune our offers.鈥欌��

But that鈥檚 not what matters to the end consumer. What they care about is when companies treat them like a person, 鈥渓ike a human being, like they deserve to be treated,鈥� he explains.

2. Receiving added value and having their lives enriched

Brands need to think about the ultimate purpose of personalization, says Reichheld. And that shouldn鈥檛 be to simply sell something 鈥� the end goal should be to enrich customers鈥� lives.

That鈥檚 how Brown approaches personalization at Walgreens. She鈥檚 always thinking about how to add more value for customers and patients, whether that鈥檚 saving customers time or money, better educating them, or helping them lead healthier lives.

3. Having individual needs met

Too often, organizations approach personalization from a siloed perspective. The digital team may be focused on increasing conversions while the contact center prioritizes cutting costs or hold times. 

鈥淚n some ways, the greatest challenge of personalization is to get back to a view and understanding of the customer that is truly from the customers鈥� eyes and not from the organizational control system,鈥� says Reichheld.

When brands get this right and serve customers the types of experiences they鈥檙e looking for, people are more likely to refer that company to their friends and family, he explains. 

The Types of Personalization That Matter to Customers

As part of our 2023 糖心原创 Market Research report How Consumers Really Feel About Personalization, survey participants rated the most impactful types of personalization strategies brands can use to improve their customer experiences. Based on our findings, these include:

• Offering customers special recognition, rewards, and treatment for their customer loyalty
• Sharing important customer information across teams so that customers don鈥檛 have to repeat what they鈥檝e already said if they鈥檙e transferred to a new customer service agent
• Providing forgiveness or leniency for late payments, returns, etc.
• Proactively detecting errors or issues and offering help in the moment (i.e. when an account is locked or service is down)
• Treating customers to a special offer or free item on their birthday

Personalization Meaning for Businesses?

Personalization is something the vast majority of companies in business today are already investing in 鈥� or plan on investing in. One study finds that as many as  to tailor experiences for individual customers, and, according to our 2024 State of CX Personalization Report, making customer experiences more personalized is the #1 priority for customer experience (CX) professionals in 2024, ahead of any other area.

So why鈥檚 that the case? What does personalization mean for businesses?

In a recent 糖心原创 webinar about personalization, Brown and Reichheld discuss what personalization can mean for business outcomes, explaining how brands that successfully personalize experiences are better positioned to grow, add shareholder value, and generate referrals.

1. The ability to acquire, retain, and grow customers

When brands are able to harness customer data for personalization efforts that grow trust, forge emotional connections, and add value for customers, they鈥檙e better positioned to attract, retain, and grow their customer base, says Brown. 

2. Adding shareholder and employee value

In his book , Reichheld looked at companies鈥� NPS庐 scores and in every case found that brands with higher NPS scores 鈥� that is, those with the greatest number of promoters and smallest share of detractors 鈥� generate stronger shareholder returns. 

鈥淩eal value for investors really comes only when you get this flywheel going, which drives the economic prosperity of the business, not just for investors but for employees as well,鈥� he explains.

Promoters are individuals whose lives have been so enriched by an experience that they want to share it with others and recommend it to a friend. That鈥檚 the link that exists between companies effectively executing personalization strategies, adding value for customers, and generating desired results for their shareholders, Reichheld adds. 

3. Generating referrals

When looking at the net present value of a customer, for many the greatest value comes not in what they spend on purchases with a brand but in the business they generate for a company through their referrals, he explains. 

That鈥檚 why organizations should pay attention to referrals generated as a critical measure of success of any personalization effort.

The Top Benefits of Personalization for Businesses

Over the past few years, 糖心原创 researchers have explored the financial value of personalization, and we鈥檝e found that personalization drives customer spend, brand choice, and revenue growth:

• CX leaders who self-rate their brand personalization capabilities the highest are 2x as likely to achieve major revenue growth (10%+).
• Most consumers are willing to spend more with companies that offer a customized experience (61%).
• The majority of consumers (82%) say聽personalized customer experiences聽influence the brand they choose at least half of the time when shopping.
• Companies with聽top-performing customer experience programs聽are 2x more likely to prioritize improving personalization across interactions than laggards and are also 26x more likely than laggards to report year-over-year revenue growth of 20% or more.

Essential Building Blocks of Personalization

Now that we鈥檝e shared our comprehensive personalization definition and explored personalization鈥檚 meaning for customers and businesses, let鈥檚 dive into some of the fundamentals of personalization.

1. Setting the right end goal 鈥� building trust, emotional connections, adding value, and enriching customers鈥� lives

The true power of personalization lies in driving stronger connections, meaningful engagement, and consumer trust.

Walgreens has studied their quantitative and qualitative customer data to determine there鈥檚 an eight-step journey that matters to customers. 

鈥淲e know that there are two points of friction in this eight-step journey and two moments of truth. And for us, those points are the actual visit when they actually come into the store, how they actually navigate the store, the checkout experience, and then the actual collection or receiving of the goods,鈥� explains Brown. 

鈥淲e鈥檝e got to get those four touchpoints right because we know those are the ones that will drive people back to our store or pharmacy again, and those are the things where if we get those right, they will recommend us to a friend,鈥� she adds.

That鈥檚 why the team focuses their personalization efforts in these areas that have the greatest potential to forge trust and connections and add value for customers. 

2. Bringing the right data and technology together

This starts with creating a single source of truth for each customer that鈥檚 continuously updated in real time and encompasses the customer鈥檚 entire history across interactions, channels, and touchpoints, such as:

• Contact center interactions (chat, calls, emails, SMS, social media, etc.)
• Transaction histories
• Digital histories (app and website browsing, transactions, etc.)
• Engagement with marketing campaigns
• Customer feedback and survey responses
• Loyalty program membership histories

Beyond gathering the right data, brands need to invest in customer experience personalization technologies capable of:

• Creating rich profiles based on customer interactions across touchpoints, channels, and journeys
• Segmenting customers by groups
• Leveraging AI to detect patterns and trends, analyze customer journeys, predict customer behavior, and orchestrate next best actions, experiences, and individual omnichannel customer journeys
• Providing personalized customer service
• Creating more relevant campaigns powered by experience-based segmentation

3. Creating products, services, and experiences for the individual

Brown explains that leading companies are embracing adaptive design, 鈥渨here designing for the average user is no longer the standard.鈥� This is in line with customer expectations 鈥� today鈥檚 consumers want to be treated differently than the standard because they don鈥檛 see themselves as average. 

Another trend that鈥檚 at play, she adds, is deep personalization, which happens when brands not only use demographic and behavioral data, but integrate individuals鈥� purchasing behavior, habits, and preferences to design tailored experiences and communication. 

By using AI-powered Text Analytics and Speech Analytics to collect the right customer data and instantly uncover the meaning behind every customer interaction across touchpoints, brands can shift from a one-size-fits-all approach to using real-time insights to:

• Surface the next-best actions and experiences at the individual level
• Personalize customer service interactions
• Develop dynamic content and optimize marketing promotions and messaging across digital touchpoints based on the latest customer behavior and intent

4. Allocating investments in personalization strategically

鈥淔ocusing in on the areas that matter first is most important,鈥� says Brown.

She and her team start with looking at the value of each segment to determine resource allocation, prioritizing high-value customers with greatest potential to add more value to the organization. For example, at Walgreens, a customer who regularly comes to pick up prescriptions but doesn鈥檛 cross shop in the store offers a lot of 鈥渦ntapped potential,鈥� she explains.

Lower-priority segments might be those customers who are already bringing a lot of value but have no untapped potential and customers who bring no value today and have no potential to bring value tomorrow.

鈥淚f I only have a dollar to spend, I鈥檓 going to allocate maybe 60 cents of that dollar to that group of customers that I know they鈥檙e spending well with us today, but they still have a lot of untapped potential,鈥� she says. 鈥淭hat鈥檚 how we actually start to think about when we鈥檙e trying to think through personalization and designing experiences that are personalized. We use our value segmentation to help us with resource allocation.鈥�

Elevate Your Personalization Outcomes with 糖心原创

糖心原创鈥檚 leading customer experience personalization technologies help brands deliver personalized customer service interactions and customer experiences across omnichannel journeys. 

Connect with a 糖心原创 expert today to learn how we can help your team improve your personalization strategies and results. 

On the surface, it might seem like the concepts of automation and personalization are at odds with each other. How can it be possible for brands to make the experiences they deliver feel personal to every individual if the customer experience (CX) is automated? The answer: personalization and automation are a balancing act. When synthesized, they empower organizations to achieve personalization at scale.

Customer experience personalization is the next frontier of improving and optimizing customer journeys to foster long-term customer loyalty and drive bottom-line business results. However, for this to be effective, brands need the right tools to personalize customer experiences for every customer. Thanks to advances in AI and machine learning (ML), businesses can understand the full context of their customer relationships and use these insights to intelligently tailor interactions at the 1:1 level. 

Next-generation CX platforms are the driving force, accurately predicting customer needs, wants, behaviors, and intent to proactively serve customers with the right content, interactions, and experiences using automated workflows. 

For global brands interacting with customers across countless channels and touchpoints, harnessing the power of AI makes it possible to take action on the wealth of customer data they collect and generate contextually aware, empathetic, and聽personalized customer experiences聽for every individual at the right moment.

Why Personalizing Customer Experiences Matters Now More Than Ever

According to PWC, . That鈥檚 no surprise considering the majority of consumers (55%) have had brands ask for their information multiple times without ever using it to personalize their experiences, according to a recent 糖心原创 study on personalization. Similarly, this study found that 52% of consumers say brands have claimed they would provide a highly personalized experience, but then failed to deliver. 

That鈥檚 a big missed opportunity, because those that do succeed at leveraging customer data to improve and personalize the customer experience stand to gain a competitive edge. 糖心原创 researchers found that most consumers (61%) are willing to spend more money with companies that offer a customized experience, and even more consumers (82%) say personalized experiences affect their brand choice at least half of the time when shopping.

How AI-Powered Automation Fuels Customer Experience Personalization

AI-powered CX can help power personalization by leveraging each individual鈥檚 complete customer history to guide and customize every interaction they have with a brand. That鈥檚 right, every interaction. 

If you鈥檙e thinking that sounds like a lot of data 鈥� data that鈥檚 constantly changing as customers move across journeys, touchpoints, and channels 鈥� you鈥檙e right. AI, which is able to rapidly process immense quantities of data in the moment, is key to enabling highly individualized interactions and journeys. These touchpoints become enriched with personal customer data and insights that enable organizations to provide products, services, content, and experiences that are tailored to their needs in real time, making their customers feel understood and valued.

Here are some examples of how savvy brands are using AI to balance automation and personalization to improve the customer experience:

Personalizing next actions and experiences for customers

AI-powered Text Analytics and Speech Analytics can be used to gather data and uncover the meaning behind every customer interaction across touchpoints 鈥� from web and app activity to customer feedback and conversion data 鈥� to create unified, continuously updated customer profiles that establish a comprehensive picture of customer behaviors and interests at the individual level. Brands can easily shift from taking a one-size-fits-all approach to customer interactions to using real-time insights to automatically surface the next-best actions and experiences for customers across channels, curating relevant journeys tailored to the individual. 

Content personalization

AI-derived insights can help brands automatically optimize promotions and messaging based on real-time customer behavior and intent, improving engagement metrics across opens, clicks, conversions, and sales.

Automatic insights for contact center agents to help tailor each interaction

When organizations use AI to automatically make sense of customer interactions across touchpoints, in the context of the contact center, this intelligence can be used to figure out why customers are reaching out for support in the first place, enabling agents to provide better, more empathetic, tailored service during each interaction.

Agent queue management 鈥� assigning the most knowledgeable, relevant agent to handle a customer inquiry

Before an agent is assigned to a given call or chat, AI-derived insights can be used to determine the agents who are most qualified to address a specific case and then automatically assign the conversation to that most relevant agent.

Providing agents with recommended next-best actions

Just as AI can be used to customize聽web and app experiences, it can also be used to provide agents with recommended next steps for customers during customer support interactions, whether that鈥檚 providing recommended resources agents can share or tailoring agent scripts based on a given customer鈥檚 history with the company.聽

Too often, customers at risk of churn fall through the cracks, or worse, are delivered the same content, messaging, and experiences as loyal customers. AI can help by making it possible for companies to predict who is in need of follow-up and automatically alert the right team member to proactively reach out and provide tailored support. 

Using AI to balance CX automation and personalization

Now is the time to prioritize customer experience personalization, and invest in the tools that can make it possible. 

When 糖心原创 researchers studied the factors that differentiate CX leaders from CX laggards, they determined that companies with top customer experience programs are twice as likely to prioritize personalizing the customer experience across interactions. The same study found that CX leaders are 26 times more likely than laggards to experience revenue growth of 20% or more.

While some may worry that AI automation is counter to delivering more human, relevant, and empathetic experiences, AI is what鈥檚 enabling savvy leaders to slash time spent on repetitive and time-consuming tasks, augment human intelligence, free up employees to do more meaningful work, and ensure interactions across channels have a more personal touch at scale. 

AI-powered automated customer experience personalization is not only possible, it鈥檚 essential. Using AI for the customer experience helps brands know their customers better, provide faster resolutions, increase efficiencies, and truly personalize every experience. 

Learn more About How Consumers Really Feel About Personalization

糖心原创 is committed to finding out and ensuring brands prioritize what matters most to their customers. In this special report, we uncover key findings of what consumers really think about personalization, including if companies are doing enough to meet current expectations, how personalization affects spending and brand choice, and what personalization tactics consumers care most about. Download our report to learn more.