Marketing and CX leaders joined the Connected Customer Virtual Sessions where the hot topic of personalization was discussed. O2’s Eddie Short, Director of Data Insights and Analytics, shared his views on the concept, alongside Darren Loveday, Thunderhead’s SVP of Customer Engagement. They covered ‘personalization vs. individualization’ – and how disruptive brands are approaching their customer journey strategies.
WATCH THE REPLAY TO DISCOVER:
● How brands can approach customer-centricity with their customer journey strategies
● Why real-time interactions with customers – and being truly contextual in customer conversations – is critical to CX
● New customer-centric strategies and methods to consider in the future