With the acceleration of cloud migration and digital channel usage in contact centers worldwide, a new imperative is emerging for companies to capitalize on these shifts and to ensure continued relevancy: providing deeper personalization.
Delivering personalized, contextual conversations is not a new concept for contact centers, but it’s taken on increased urgency as consumers have flocked to digital engagement and expect a personal touch like they are accustomed to with a phone call. However, a recent Twilio Segment survey shows the disconnect between brands and consumers on personalization: While 85% of companies surveyed claim to provide personalized customer experiences, only 60% of consumers agree. Clearly, more work is required to stay ahead of always-changing customer expectations.
