Can Machines Deliver True Personalization?

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.