Upfront and Personal: Leveraging data to deliver a genuinely personalised omnichannel customer experience, May 2019

The research explores customers’ attitudes towards use of personal data and experiences with organisations across different channels, assessing how effective organisations are in leveraging data to deliver a genuinely personalised, omnichannel experience and where they are focusing effort and activity.

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Upfront and Personal: Leveraging data to deliver a genuinely personalised omnichannel customer experience, May 2019

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

Last updated: June 2019

Price: £500.00 (excluding VAT)

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.