Daniël Swiegers, Namola

Companies still locked into the idea that one customer experience (CX) strategy fits everyone are losing ground to the companies that have adopted data, analytics, AI and personalisation. The age of one-size-fits-all is over. Today, data should be the protagonist of the customer story, embedding personalisation throughout the business and its CX strategy.

The more personalisation is embedded within the business model, the more effectively it can improve revenue. Why? Because customers want to be seen.