Achieving Personalized Contact Center Experiences

Personalization is changing the retail landscape. It’s the key to delighting digital natives, and consumers have grown increasingly comfortable with sharing personal data—as long as they can benefit from a better shopping experience. But how can this powerful tool be realized in customer service? In the past, contact centers have used a one-size-fits-all approach. This made sense for the sheer size and scale of operations. But today, people expect more when interacting with their favorite brands. According to McKinsey, 71% of customers want personalization, and 76% get frustrated when companies aren’t able to provide this.