By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation and speed are just a few – personalization has recently been found to be the #1 priority for organizations looking to improve their customer experience.
Why is that? Well, regardless of how a customer chooses to contact you, expectations of consistent, relevant and personalized interactions across every channel — phone, email, social, website or live chat — never change. Personalized interactions, easy accessibility and invisible transitions from one digital platform to another are often what makes the difference between mediocre and magnificent customer experiences.
