Stop the Condescending Second Guessing. Trust that Customers Know What They Want.
FEBRUARY 12, 2018
Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” This doesn’t come close to meeting consumers’ demands for more personalized and human needs-based communications and experiences. They aren't personalizing the things that matter to me! " "What they consider personalization is so old-fashioned." "I