In an increasingly digital world, when it comes to customer experience (CX), companies want to become modern digital businesses that personalize CX much like mom-and-pop companies of the past.
7 BARRIERS TO PERSONALIZATION:
1. Lack of Omnichannel
2. Siloed Systems
3. Lack of Real-Time Customer Data
4. Lack of Personalized Business Rules and Approaches 5. Lack of Automation and AI
6. Organizational Issues
7. Personal Data and Privacy
The future of customer experience is all about personalization, but with all the existing technology, why is it not happening? Dimension Data states that the next wave of customer experience after omnichannel experiences is personalized and predictive service. Let’s look at seven barriers to personalization along with some ideas for breaking through each barrier.