Today’s customers will not accept being treated like everybody else. They want to feel special and feel they are being given the attention they deserve. As a result, businesses will, therefore, have to figure out how to inject personalisation into their interactions with customers.
This provision of personalised experiences is no longer a ‘nice to have’, only to be addressed once processes are up and running and shouldn’t be underestimated. It has already become a business differentiator as, according to Deloitte, 1 in 4 consumers are willing to pay more to receive a personalised product or service.
But achieving the right level of personalisation is often easier said than done. As often pointed out, when it comes to providing a personalised customer experience, local neighbourhood shops definitely have a competitive advantage over most of today’s big businesses.
They know you, probably your family too and your preferences. Knowing and anticipating your purchasing habits and maybe even your daily routine is part of their day to day job. They are also prepared and able to offer you a good deal to stop you from leaving after a bad experience.
This kind of personalised customer service is the one that all businesses would like to recreate. However – despite acknowledging the importance of personalisation – many businesses and their contact centres are still falling short.
Taking on the one-to-one challenge
In 2019, one of the biggest challenges for contact centres with regards to providing a personalised service will be that the customer experience is no longer measured on individual interactions. Instead, it is judged on the complete customer journey. In today’s digital world of multiple touchpoints, this presents complications.
Customers are interacting with businesses through more channels than ever. With online, social media and mobile applications, many contact centres are struggling to track the channels and deliver a consistent,

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