Personalization And The Rise Of Individualized Experiences

Over the past decade, marketers have become adept at using customer data to personalize recommendations, offers, and messages. Now, customer experience (CX) pros are getting into the game by using customer data to personalize customer experiences. The result of these efforts is a new class of customer experiences called "individualized experiences" that reprioritize functionality, curate content, and systematize guidance for individual customers. This report explores the hallmarks of individualized experiences, how individualized experiences raise the bar on experience quality, and how CX pros can start creating individualized experiences.