The Inner Circle Guide to Customer Engagement & Personalization

The definitive analyst study of how personalization strategies and supporting technology can improve customer engagement.

Find the answers to:

  • What is required to have in place to carry out effective personalization?
  • What are the measurable benefits of personalization?
  • Is it necessary or possible to personalize at a one-to-one level, or is it better to use personas and customer segments?
  • Is it easier or more effective to personalize the voice channel or the digital and web channels?
  • Is it possible to do both without doubling the cost and effort?