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For Customer Experience Professionals

Pivot To Person-First Personalization

Lead With Customer Goals To Improve Customer Experience And Business Results

April 6, 2017

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Why Read This Report

Personalization is all the hype, and for good reason: Consumers expect brands to leverage the data they exchange to deliver better experiences. But many personalized experiences today miss the mark. This report explains how customer experience (CX) professionals must approach personalization programs with person-centric objectives to create long-term business results.

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Table of Contents

  • Personalization Efforts Today Stress Business, Not Customer Needs
  • Create A Person-Centric Personalization Program
  • Recommendations

  • Align To Your Customers' Brand-Relationship Expectations
  • Supplemental Material
  • Related Research Documents

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