According to “2019 Trends in Personalization,” a report by Evergage and Researchscape International, a personalized experience results in an overall better customer experience (CX).
Loyal fans appreciate the tailored customer journey created by brands that cater to their individual preferences—especially as the likes of Facebook and Netflix set the standard for customer expectations across all industries. “We believe that consumers are fairly conditioned by some best-in-breed service providers like Amazon and Spotify, on such personalized experiences, so they have come to expect it more and more,” says Andy Zimmerman, Evergage’s CMO.
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