Personalize CX through the power of conversation

In a world of almost eight billion people it is not unusual for customers to feel part of a crowd. However, that does not stop customers from expecting a personal touch when they interact with businesses.

Digitally enabled personalization allows organizations to address this demand in an effective and resource-light manner. This has transformed the customer experience from local, linear and transactional to one where brands are informing, engaging and interacting with their customers en masse and across multiple channels.

This is more than just a trend — tailored experiences have become an expectation for consumers, which means brands that haven't embraced them need to update their approach quickly.

Published in association with Twilio, the CX Network report How to personalize CX through the power of conversation, provides insights for CX practitioners who are on this journey or about to embark on it.

The report includes real-world customer stories from Nike, TravelPerk, Oxfam GB and MaineHealth and analyzes key statistics around the adoption and perception of personalized CX.

Download this report to learn how:

• An effective customer data platform (CDP) can transform customer contact.
• To personalize experiences by combining existing data points.
• Organizations have exceeded financial targets through digital conversation tools.