The Inner Circle Guide to Customer Engagement and Personalisation

The building blocks of personalisation and customer engagement

Customer personalisation has long been within the remit of organisations’ marketing departments which, despite doing so at scale, try to make new and existing customers feel that offers and products are tailored specifically for them.

Moving beyond the mass-production model employed historically in many contact centres, customer personalisation has recently become of great interest to  businesses looking to improve their customer experience within the contact centre and other service channels.

By doing so, businesses aim to extend the positive reach of the brand beyond the original marketing touch points, keeping customers positively engaged and turning them into loyal, long-term advocates for the organisation.

Download this report to learn more about the importance of customer engagement and personalisation in the contact centre.