{"id":376019,"date":"2021-05-05T03:39:22","date_gmt":"2021-05-05T10:39:22","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=376019"},"modified":"2021-06-17T06:24:07","modified_gmt":"2021-06-17T13:24:07","slug":"lets-get-personal","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/lets-get-personal","title":{"rendered":"Let&#8217;s Get Personal: How businesses can use personalised customer service to reboot and rebuild"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3 class=\"pgtagline\">MyCustomer Insight Report<\/h3>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"p1\">Let&#8217;s Get Personal: How Businesses can use Personalised Customer Service to Reboot and Rebuild<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]The last 12 months has seen a \u2018dash to digital\u2019 for most brands, with customers demanding a heightened digital customer experience as a result.<\/p>\n<p>As businesses look ahead to refreshing their approach to customer service as a result of the coronavirus pandemic, a key requirement will be the ability to offer personalisation, at scale.<\/p>\n<p>In association with Sabio and Genesys, this report will focus on why personalisation in customer service is now an imperative for businesses, the routes they need to take to be able to offer personalisation at scale and the use cases of European businesses that have been able to deliver truly personalised service during the coronavirus pandemic, despite all of the challenges presented by doing so.<\/p>\n<p>Download to learn:<\/p>\n<ul>\n<li>Why personalised customer service has become increasingly important to businesses<\/li>\n<li>The challenges of being able to deliver on the personalisation at scale imperative, and the routes to achieving it \u2013 how to get to understand your customers, how to build data profiles, the role of cloud<\/li>\n<li>Personalisation in the contact centre \u2013 what it involves, the importance of agent empathy, putting customers first and predicting need<\/li>\n<li>The role of technology, including cloud contact centre, AI and automation in helping achieve personalised service at scale<\/li>\n<li>Advice and tips for creating a roadmap to achieving personalised service at scale<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;negative-form&#8221; css=&#8221;.vc_custom_1569438416105{margin-top: 100px !important;background-color: #f3f3f3 !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">Download the report<\/h2>\n<p>[\/vc_column_text][vc_single_image image=&#8221;376020&#8243; alignment=&#8221;center&#8221; si_max_width=&#8221;80%&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7011T000001l18yQAA\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/376019?thankyou=376019&page_type=resources&page_attr=Report\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" 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elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital 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