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
3 critical customer service changes in 2021-2022
Digital transformation accelerated by at least 5 years during the pandemic – 44% of companies have a CX transformation initiative completed or underway, and another 32% plan to start one in 2022.
CXone Expert knowledge management
Great customer experiences begin with knowledge. CXone Expert knowledge management makes sure that your customers get that knowledge in the form of the information, answers, and support they need wherever they are along in their journey.
A powerful agent Interface
Help your agents provide a seamless omnichannel customer experience with one powerful interface for all tools and channels.