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How to Fail in Personalizing the Customer Experience: We Just Send It!

By Omer Minkara

Personalization is a key ingredient of success in customer experience management (CEM.) It helps companies deliver the right message to the right audience through the right channel (and device) at the right time. Findings from Aberdeen’s State of the CEM Market: It’s all About Better Use of Customer Data study shows that only 32% of companies today have the ability to personalize customer offers based on historical and real-time customer data.

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Source: Aberdeen Group

 

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