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Evolving the Customer Experience

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"Evolving the Customer Experience"

As technology continues to transform how people shop, bank, and travel, companies face greater pressure to keep up with trends and deliver meaningful experiences to consumers. Brands will require omnichannel solutions to manage and reach customers across their preferred channels. Organizations will need to take the next step to process the data they have and to effectively leverage it to recognize and understand important patterns or trends in their industries.

Are brands doing a good job at personalizing product recommendations and customer experiences? How can they improve the customer experience to stay ahead?

To answer these questions, Resulticks surveyed 1,001 US consumers in November 2019 to gauge their opinions on current retail, banking / finance, travel industry trends, holiday shopping behaviors, and the benefits and drawbacks of customer personalization. For the purpose of this study, personalization was defined as the process of creating a relevant and tailored experience, interaction, or communication for an individual based on the information a company has about the individual. This study shows that consumers care about brands that get personalization right. 

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