Personalizing the customer experience
How to master the art of using data for personalization
Mastering personalization can transform your brand’s perception
Because the data generated with each customer interaction is tied back directly to that customer, rather than to a ticket, information captured and insights garnered through adopting an omnichannel approach to CX can open the door to delivering personalized experiences.
With a full historical view of the customer, predilections, preferences and behavioral patterns expressed by different customer types can be used to model and accurately predict future wants and needs — as can ways in which to meet them. All of this helps in reinforcing the brand promise.
This enables a brand to actively target individuals with a more personalized experience. Exposure to video- and music-streaming services, as well as e-commerce, has elevated consumer expectations in terms of brand experience.
4 key insights to consider for a personalized CX
1. Consistency is key
A personalized experience at the beginning of the customer journey will ultimately lead to disappointment if this level of recognition does not remain consistent from touchpoint to touchpoint. This is especially true if that interaction represents a moment of truth regarding the customer relationship.
2. Voice is still king
Consumers may prioritize digital channels when interacting with brands, but voice still remains the top channel for live engagement.8 Speech and text analytics has become critical in meeting these moments of truth. Even when customers find themselves in these situations, their expectations remain constant.
3. The agent’s role is crucial
Sixty-nine percent of consumers do not view an interaction as a positive experience unless they are speaking or chatting with knowledgeable and friendly staff.9 Additionally, 68% of consumers place a premium on brands demonstrating empathy.10
4. Embrace AI to enhance personalization
AI can analyze vast amounts of data to understand your customer’s individual preferences and behaviors. Through machine learning algorithms, you can tailor communication and experiences for each customer. This level of personalization not only enhances customer satisfaction but also drives loyalty, as consumers feel valued and understood.
AI-driven insights also open the door for brands to predict trends and adapt their strategies proactively, transforming their overall perception in the market. By embracing AI, you can create a more engaging and responsive relationship with customers, ultimately enhancing your brand identity and reputation.
8 Foundever, “Driving customer loyalty: Perception, effort and action.” foundever.com.
9 Foundever, “CX landscape 2022-2023: Evolution or revolution?” foundever.com.
10 Salesforce, “The state of the connected customer,” salesforce.com.
Speech and text analytics at the heart of contact center interactions
Leaning on speech and text analytics, an organization can capture 100% of customer engagements, in real time, and convert those engagements into actionable customer insights. This enables brands to continually improve the customer experience in terms of customer journeys or augment agent training and knowledgebase content and optimize positive customer outcomes.
But when speech and text analytics are deployed to enable interaction analytics, customer experience can be elevated in the moment.
With interaction analytics, an organization can identify the purpose of a conversation as it unfolds as well as the emotional sentiment expressed by the customer. In doing so, the analytics provides agents with real-time guidance and next-best action prompts to steer that interaction to a positive resolution and a positive emotional experience.
of consumers would consider sharing personal information in return for a more personalized experience12
Thanks to this level of voice recognition, interaction analytics can also automatically search for and supply agents with the right information relating to both the customer and the issue. Now, the agent is free to focus on the conversation and maintaining and building a stronger customer relationship.
12 Foundever, “CX landscape 2022-2023: Evolution or revolution?” foundever.com.