We use cookies to personalise content, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners. For information on how to change your cookie settings, please see our Privacy policy. Otherwise, if you agree to our use of cookies, please continue to use our website.

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

CX