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