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Personalization: The Heart of the Customer Experience

A Special Report by CCW Digital

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Personalization: The Heart of the Customer Experience

66% of businesses view personalization as a defining quality of a customer-centric brand. So why are businesses only just recently beginning to make personalization a top strategic focus? Why do so few organizations deliver legitimately personalized experiences?

This CCW Digital report is aimed at uncovering and eliminating the roadblocks, and empowering organizations to deliver experiences that yield more efficient interactions, more meaningful customer relationships and more desirable business results.

The report features insights, anecdotes and perspectives from several leading customer management executives and thought leaders, including Tamir Sigal, Chief Marketing Officer at Quadient.


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"Treat your customers as people, not numbers" is one of the most famous adages in the business world.
It speaks to the notion of viewing customers as individuals who have unique preferences, expectations and emotions. It promotes the idea of intimately understanding the specific customers with whom one does business.
It presents personalization as the heart of the customer experience.

Defined by Tamir Sigal of Quadient as an experience that leaves customers "feeling as though their interests, behaviour and preferences were thoroughly taken into account," personalization is a popular discussion topic for customer management professionals. It is viewed as the hallmark of customer centricity.

It, more importantly, is a pivotal strategic focus. 96% of organizations call personalization important to their customer experience strategies for the coming year. Fifty percent plan to maintain or increase their existing personalization efforts, while 30% plan to imminently begin investing in personalization.


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