Personalisation is the holy grail for customer experience. After all, if you can serve people exactly how they want to be served, you get ultimate satisfaction and loyalty. However, there are commercial realities – you need a balance between an individual approach and scalability.
But how much of a trade-off does there really need to be?
Thanks to automation, it’s easier to achieve that holy grail than ever before. Artificial intelligence, Natural Language Processing and data integration are now available in new ways, making it easy and cost-effective to offer new levels of personalisation.