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Customer Experience: From Personalisation to Personal

There’s a significant shift that is gathering pace in 2019 – the evolution of the total customer experience. This not only encompasses consumers’ digital and non-digital touchpoints, but their engagement with buying, service, product and brand experiences – the positive and negative ones. As it should.

A great customer experience is about understanding what is valuable to an individual customer and we need to find the right balance between being personalised and being personal.

In this paper, you will learn

  • What is valuable to an individual customer
  • The three-stage pivot to make a more personal marketing experience
  • Smart moves for those looking to move forward with personal marketing