Upfront and Personal: Leveraging data to deliver a genuinely personalised omnichannel customer experience

Description

This research tackles one of the most complex, difficult challenges for service organisations: how to leverage data and channels in order to deliver genuinely personalised, omnichannel customer experiences. The research explores customers’ attitudes towards use of personal data and experiences with organisations across different channels. It assesses how effective organisations are in leveraging data to deliver a genuinely personalised, omnichannel experience and where they are focusing effort and activity. The research highlights seven key enablers, with practical recommendations to develop customer-focused omnichannel and personalisation capabilities.