Can Machines Deliver True Personalization?

A censhare market insight report presents the views of CX experts from a range of industries on personalization: the good practices, the bad habits, and the effects on customer experience.

  1. chevron left iconCan Machines Deliver True Personalization?
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Morag Cuddeford-JonesFebruary 1, 2019
  • Digital Marketing
  • Technology

Automation is seductive. All the tedious sorting through data, messages, orders, queries – all of it can go away at the touch of a button. But is it entirely desirable to hand everything over to the machines? Can they ever fully understand the nuance and personality needed to craft a successful customer experience?

Those questions and more are mulled over in censhare’s latest paper on delivering targeted experience, Personalization: Good Practice, Bad Habits, And The Effect On Customer Experience.

Covering the issues raised in a debate chaired by Professor James Woudhuysen of London South Bank University, the paper explores:

  • Whether or not personalization will survive the privacy backlash
  • Why getting the functional basics right trumps style
  • How savvy the customers really is (spoiler alert: very!)
  • The limitations of machine delivered personalization – the human touch still wins
  • The cost of lifetime customer value

To find out what experts from high fashion brands, publishers, travel executives and more had to say on the potential for machine-led personalization, delve in here.

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Morag Cuddeford-Jones
Morag has been a marketing journalist and editor for 20 years but is still trying to convince herself that she doesn’t look it. She came to journalism after a brief flirtation with the music and entertainment industry, which ended when she discovered that she nurtured a passionate dislike of any tunes not produced in 1985.

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