Summary
Personas are a powerful tool for creating alignment and driving customer-obsessed decision-making, but they often don’t live up to their promise. When created based on outdated practices, personas can be left unused at best and, at worst, be dangerous by confusing or misguiding teams. This report includes a downloadable checklist that helps B2C marketers, customer experience (CX) pros, and digital business and strategy leaders assess the effectiveness of their personas.
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