The Power of Personalization in the Contact Center

In today’s digital world, consumers have countless options at their fingertips and expectations that are higher than ever before. As such, personalization is a must if you want to stand out amongst the noise.

According to Forbes 2024 State of Customer Service and CX Study, 81% of customers prefer companies that offer a personalized experience. Moreover, 70% say a personalized experience in which the employee knows who they are and their history with the company – past purchases, buying patterns, support calls, and more – is important.

In this eBook, we’ll explore the power of personalization in customer support examining its benefits, challenges, and best practices.