Achieving Personalized Contact Center Experiences

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Personalization is changing the retail landscape. It’s the key to delighting digital natives, and consumers have grown increasingly comfortable with sharing personal data—as long as they can benefit from a better shopping experience. But how can this powerful tool be realized in customer service? In the past, contact centers have used a one-size-fits-all approach. This made sense for the sheer size and scale of operations. But today, people expect more when interacting with their favorite brands. According to McKinsey, 71% of customers want personalization, and 76% get frustrated when companies aren’t able to provide this. But tailored interactions aren’t just reserved for email, social media and content marketing. In fact, recent data tells us that 79% of shoppers consider a personalized service more important than personalized marketing. The digitally-savvy, time-poor consumer demands connected communications throughout the entire buying journey—from the research phase through to purchase and all the way through to aftercare. If they don’t get the joined-up omnichannel experience they desire, they’ll go elsewhere.


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