From the course: Customer Experience (CX) Trends

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Personalization trends in customer experience

Personalization trends in customer experience

From the course: Customer Experience (CX) Trends

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Personalization trends in customer experience

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- [Narrator] Personalization is a critical factor to both customers and organizations. Businesses and brands can now create hyper-personalized customer experiences that are tailored to the consumer's individual needs and preferences. According to a recent Zendesk report, personalization often makes customers feel more valued, which inspires greater brand loyalty. Almost 80% of B2C customers say the experience a customer provides is as important as its products or services. That number increases to 85% in the B2B sector according to data from Salesforce. Hyper-personalization is the next step forward. Personalization has already had a major impact on the customer experience. Customers have come to expect personalized recommendations, for example, or relevant content to them based on where they are on their journey. Personalization also changed how companies think about customer centricity. Hyper-personalization, after…

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