The trend of hyper personalisation in CX

As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.

Hyper-personalisation is becoming increasingly important in the world of customer experience (CX), as customers demand personalised experiences that meet their unique preferences and needs. In fact, research has shown that 80% of consumers are more likely to do business with a company if it offers personalised experiences.

So, what is hyper-personalisation? It is the use of data and technology to create personalised experiences that delight customers, build long-term loyalty and improve customer experience. It involves going beyond the traditional personalisation techniques and providing customers with a truly unique and tailored experience.

To implement hyper-personalisation, businesses need to leverage data and technology. With the vast amount of data available, businesses can use customer insights to create tailored experiences that meet their customers' needs. For example, by analysing customers' purchase history, browsing behaviour and social media activity, businesses can create targeted and personalised recommendations for products and services.

One of the key ways that businesses can implement hyper-personalisation is by using customer feedback to inform their personalisation strategies. By listening to the Voice of the Customer (VoC) and understanding their preferences, businesses can create tailored experiences that meet their customers' needs.

Here are three tips for businesses looking to implement hyper-personalisation:

Use data and technology to gather customer insights: To create hyper-personalised experiences, businesses need to leverage the vast amount of data available to them. This includes data on customer behaviour, preferences and interactions with the business. By using data analytics tools and technologies, businesses can gain valuable insights into their customers and use this to create tailored experiences.

Invest in personalisation technologies: To deliver hyper-personalised experiences at scale, businesses need to invest in personalisation technologies. This includes machine learning, artificial intelligence and automation tools that can help businesses deliver personalised experiences in real-time. These technologies can help businesses to tailor their communications, promotions and services to each individual customer, based on their unique preferences and behaviour.

Listen to the Voice of the Customer: Customer feedback is a valuable source of information for businesses looking to create hyper-personalised experiences. By listening to the VoC, businesses can understand their customers' preferences, needs and pain points, and use this information to deliver personalised experiences that meet their customers' needs.

When implementing hyper-personalisation, it is important for businesses to strike a balance between personalisation and privacy. Customers want personalised experiences, but they also want to know that their data is being used responsibly and ethically. Therefore, businesses need to be transparent about how they use customer data and ensure that they are complying with relevant data protection regulations.

Hyper-personalisation is becoming increasingly important in the world of CX and will continue to be a theme that gets a lot of interest and discussion among CX professionals. By leveraging data and technology, businesses can create tailored experiences that delight customers and build long-term loyalty. To implement hyper-personalisation, businesses need to use data and technology to gather customer insights, invest in personalisation technologies, and listen to the Voice of the Customer. By doing so, businesses can create truly unique and tailored experiences that meet their customers' needs and preferences.