Why is personalization important?

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Below are research statistics showcasing why contact center canada phone number list personalization is essential to driving a positive customer experience.

of customers expect better personalization than ever before, while 80% value the experience provided just as much as its products or services, highlighting the competitive advantage of providing personalized CX.2
Driving consistent positive customer experiences helps promote brand loyalty and trust, where 90% of highly satisfied customers report they’re highly likely to recommend and purchase from an organization again, effortlessly increasing revenue potential for any business.3
Historical crises, such as the 2008 recession and the Coronavirus in 2019, created drastic changes in consumer behaviors. Research shows that CX leaders are more resilient to market changes and can see 3x higher shareholder returns than CX laggards.4
If presented with excellent customer service, 75% of customers are willing to forgive an organization's mistakes, confirming how positively CX helps retain customers and drive long-term revenue growth.5


A step-by-step guide to personalized customer experience (CX)
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Business leaders who want to drive positive customer experiences must create a transformational CX strategy that helps bring personalization to every corner of the service desk. To develop an effective strategy, each step of the process should align with the four pillars of successful customer experience. These four pillars highlight the importance of understanding customer needs and leveraging advanced service technology to meet expectations.