Marc Haine, a customer experience strategist with 30 years in the field, argues that COVID accelerated customers' demand for personalized service on their terms. He introduces the Personalization Paradox, which describes the tension between hyper-personalization and operational complexity, and offers frameworks to help companies deliver seamless experiences.
The customer expectations as to the service that they want has changed. We've opened up a whole Pandora's box of new expectations that you need to have, that they have, that will say ultimately, their big message is, cater to me. Give me what I want and deliver what I need. In my 30-plus years As a Customer and Employee Experience Strategist, I've seen the writing on the wall. We were seeing the change long before the pandemic was coming in. However, the pandemic did speed it up. In our time together today, I'd love to uncover some actionable steps that you can use starting today to go from this condition of what I call Personalization Paradox to what I like to call the Harmonized Engagement Horizon. Lots of big words and I'll explain what they all mean.
