Given the rising expectations for customer centricity and personalization across the digital world that we live in today, the challenge for CX Practitioners is to ensure we are bringing this same level of personalization to the CX process. The technological underpinnings to bring true personalization to the marketplace have come of age. We have reached the intersection of the Internet of things (IoT)—which provides us with connectivity and the exchange of data between connected objects—and Artificial Intelligence (AI) which allows for the simulation of human intelligence with a computer that learns through data. The confluence of these technologies is changing the game.
In this article we offer up a few ways that to bring personalization to the CX process today— through both traditional best practices and newer emerging techniques.