{"id":518701,"date":"2024-05-08T23:30:15","date_gmt":"2024-05-09T06:30:15","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/the-payoff-of-personalised-customer-service"},"modified":"2025-01-14T14:32:48","modified_gmt":"2025-01-14T22:32:48","slug":"the-payoff-of-personalised-customer-service","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-payoff-of-personalised-customer-service","title":{"rendered":"The Payoff of Personalised Customer Service"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]The two things consumers globally value most in a service interaction are a fast response and a first-contact resolution, according to the Genesys report \u201cThe State of Customer Experience<\/a>.\u201d This isn\u2019t just about speed. When it comes to a personalised, positive customer experience (CX), it\u2019s about relevance.<\/p>\n

Organisations are more likely to resolve customer issues quickly and completely when they\u2019ve listened to and understood those customers\u2019 expectations and needs. This enables them to provide personalised customer service<\/a> interactions with relevant answers, information and recommendations.<\/p>\n

The Business Behind Personalisation<\/h2>\n

The Genesys report finds that personalisation enables organisations to increase customer value in the short and long term, as well as grow revenue and reach. More than 80% of the 5,517 consumers surveyed say they\u2019d purchase additional items from companies that consistently personalise their customer service experiences.<\/p>\n

Nearly as many would buy more often and recommend those companies. And more than half say they would pay more to buy from companies that personalise their experiences.[\/vc_column_text][vc_single_image image=”472593″ css=”.vc_custom_1681226525287{margin-top: 1.5em !important;margin-bottom: 1.5em !important;}”][vc_column_text]Despite the clear value of personalisation, just 35% of the 646 \u201cCX Leaders\u201d surveyed say their company offers a highly personalised customer experience today. Disconnected technology and data are common problems among many organisations and hamper the ability to respond to customer preferences \u2014 especially in real time.<\/p>\n

Another issue is that some organisations don\u2019t know which types of personalisation customers really want. According to the report, marketing offers and loyalty programs are low priorities for consumers.<\/p>\n

The most valuable forms of personalisation happen during customer service interactions. According to consumers worldwide, \u201cReceiving the services I need at any time and in my preferred channel of choice,\u201d and \u201cBeing connected straightaway with the right person to help me\u201d lead the list of preferred ways that organisations can personalise customer experiences and customer journeys.[\/vc_column_text][vc_single_image image=”472594″ css=”.vc_custom_1681226616049{margin-top: 1.5em !important;margin-bottom: 1.5em !important;}”][vc_column_text]<\/p>\n

AI Sharpens the Senses<\/h2>\n

Offering services customers need at any time and in their preferred channel requires having well-designed journeys<\/a> and the technology to remove any sticking points. This involves using data and artificial intelligence (AI) to listen and understand predicted intent. Then you can serve up the most appropriate resource \u2014 whether that\u2019s a bot, FAQ page, or a human interaction.<\/p>\n

Predictive routing<\/a> provides the most efficient way to optimise contact center resources, ensuring that your most valuable resource \u2014 your people \u2014 dedicate the bulk of their time to high-value interactions. Personalising voice interactions requires employees to have a comprehensive view of the customer. This enables them to not just close the call quickly, but they can also focus on customer education, proactive communication and resolving complex issues.<\/p>\n

Empowering employees to deliver that personalised experience is at the top of surveyed CX Leaders\u2019 strategic agenda for the next two years. Their No. 1 initiative, according to the survey, is Improving employee experience with new technology \u2014 and by connecting existing technology.<\/p>\n

Other top priorities include \u201cEnhancing analytics for real-time insights, analytics and reporting\u201d and \u201cUsing data and AI for customer understanding and personalisation.\u201d Personalisation is a top CX objective for building customer loyalty<\/a> and unlocking new revenue.<\/p>\n

Tech Stack Support and the Case for the Cloud<\/h2>\n

Supporting this from a technology perspective is leading organisations to rethink the tech stack \u2013 particularly with a view to all-in-one platforms. Some 71% of the surveyed CX Leaders are implementing a CX platform that integrates systems, such as CRM, ERP and communications platforms, to support their strategic priorities over the next two years.<\/p>\n

Cloud-based technology is critical for the long-term effectiveness of these strategies \u2014 for data visibility and agility to innovate. Two leading benefits of the cloud, according to the survey, are better access to data across channels and being able to add capabilities, features and channels faster. Being able to remove friction quickly while also innovating at the speed of the customer is essential for overall competitiveness.<\/p>\n

Personalising experiences at scale requires the orchestration capabilities of cloud-based automation and AI. In addition to the intent mining and predictive features, these technologies also close the loop with real-time analytics \u2014 allowing you to learn and adapt. The result is a virtuous cycle of relevance and personalisation in customer service that builds loyalty and drives long-term business performance.<\/p>\n

To learn more, read “The State of Customer Experience<\/a>” report today.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]The two things consumers globally value most in a service interaction are a fast response and a first-contact resolution, according to the Genesys report \u201cThe State of Customer Experience.\u201d This isn\u2019t just about speed. When it comes to a personalised, positive customer experience (CX), it\u2019s about relevance. Organisations are more likely to resolve customer […]<\/p>\n","protected":false},"author":895,"featured_media":0,"template":"","tax_priority":[54],"tax_blogtype":[17756],"tax_blogcategory":[15928,13117,13214,17554],"tax_contenttheme":[14902,14903],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-518701","blog","type-blog","status-publish","hentry","tax_priority-54","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-digital-en-sg","tax_blogcategory-workforce-engagement-en-sg","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-improve-employee-experience-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/518701","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/895"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/518701\/revisions"}],"predecessor-version":[{"id":553242,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/518701\/revisions\/553242"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=518701"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=518701"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=518701"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=518701"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=518701"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=518701"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=518701"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=518701"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=518701"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=518701"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=518701"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=518701"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=518701"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}