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?