{"id":2411,"date":"2023-10-24T16:27:23","date_gmt":"2023-10-24T16:27:23","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2411"},"modified":"2026-02-19T12:37:13","modified_gmt":"2026-02-19T12:37:13","slug":"personalized-customer-experience","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/personalized-customer-experience\/","title":{"rendered":"Personalized Customer Experiences with the Customer Data Platform"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Personalized Customer Experiences with the Customer Data Platform<\/h1>\n                <div class=\"publish-date\">Published: October 24th 2023<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">When you reach out to a business, what do you expect? Quick, efficient service. You expect the business to understand you, your needs, and the importance of your concern. After all, if you\u2019re paying for their service, you deserve to at least be recognized. You expect a personalized customer experience.<\/p>\n<p>If you expect this from the organizations you do business with, your customers expect the same from you. In this blog, we discuss the foundations of personalized customer experiences, including:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>That customers expect personalized customer experiences that make them feel heard, seen, and understood.<\/li>\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/better-cx-with-the-customer-data-platform\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">That personalized customer experiences are data-driven<\/a>. This means bringing all customer data, from any number of third-party systems, into a single location and a single, compatible format.<\/li>\n<li>That agents must be empowered with data. Customer data should be made accessible through the single agent interface, letting agents deliver personalized customer experiences with ease.<\/li>\n<\/ul>\n<p>Want to get more detail on creating better CX with the Customer Data Platform? <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/data-first-your-essential-guide-to-the-customer-data-platform\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Download Content Guru\u2019s whitepaper: <strong>Data First: Your Essential Guide to the Customer Data Platform<\/strong> to learn more.<\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">The Importance of Personalized Customer Experiences<\/h2>\n<p>Here\u2019s a customer experience horror story.<\/p>\n<p>The customer calls up your business. They\u2019re forced to wait in a queue, then greeted by an agent who asks their name and their reason for calling.<\/p>\n<p>The agent then takes a minute to cross-reference this information with the customer database, leaving the customer to sit and wait. They conclude that they\u2019re not the person to help that customer, but that another agent could, so the customer is redirected.<\/p>\n<p>Once the customer reaches that agent, they\u2019re asked again for their name and reason for calling. Again they wait while the agent checks their details.<\/p>\n<p>How many times does the customer have to experience this? How much time do they have to waste waiting for agents to search for data that should be instantly accessible?<\/p>\n<p>The experience is dehumanizing and frustrating.<\/p>\n<p>A personalized customer experience offers more.<\/p>\n<p>&nbsp;<\/p>\n<h2>The Foundations of Personalized Customer Experiences<\/h2>\n<p>Personalized customer experience is easier than it sounds. We\u2019ve all experienced it at some point in the past; a personalized greeting, communications that answer your specific needs, and remember your previous interactions. If you\u2019ve ever become a regular at a restaurant or bar you know the feeling. You want to keep coming back, again and again.<\/p>\n<p>How can you create this feeling for <strong>your<\/strong> customers?<\/p>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/customer-experience\/cx-in-a-single-omnichannel-agent-interface\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>Customer data screen-pops<\/strong><\/a> \u2013 Nobody likes to be forgotten. When your customers get in touch, they expect you to recognize them. Something as simple as a named greeting can get any customer interaction off to a good start. First impressions count.<\/li>\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/customer-experience\/customer-service-knowledge-management\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>Complete interaction history<\/strong><\/a> \u2013 There\u2019s nothing worse than being forced to repeat yourself. Customer journeys span multiple interactions, and forcing the customer to repeat themselves to refresh the agent\u2019s memory is a guarantee to poison any good will they may hold.<\/li>\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/customer-experience\/intelligent-omnichannel-routing\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>Efficient resolutions<\/strong><\/a> \u2013 If a customer has to reach out to your customer service, something has nearly always gone wrong. The best way to improve customer experience is to boost First Contact Resolution through <strong>intelligent routing<\/strong>, ensuring that customers get the support they need the first time, every time.<\/li>\n<\/ul>\n<p>Intelligent routing is the mark of great personalized customer experience. But what does intelligent routing look like, and how can you implement it in your organization?<\/p>\n<h2><\/h2>\n<h2>The Route to Outstanding CX<\/h2>\n<p>Intelligent routing means drawing on customer and agent data to ensure that every contact\u00a0reaches the best available outcome, every time. This is the core of personalized customer experience; understanding the needs of the customer and routing accordingly.<\/p>\n<p>What does effective intelligent routing look like in practice?<\/p>\n<ul class=\"rt-bullet-list\">\n<li><strong>Automatic Call Distribution (ACD)<\/strong> \u2013 ACD systems are the foundation call routing. The most common form of the ACD is <a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/customer-experience\/intelligent-omnichannel-routing\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>skills-based routing<\/strong><\/a>. This assigns calls to agents based on that agent\u2019s skillset, availability, and previous interactions.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>Omni<\/strong>&#8211;<strong>channel routing \u2013 <\/strong><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/essential-cloud-contact-center-features\/\" rel=\"noopener noreferrer nofollow\">The modern contact center doesn\u2019t just take calls<\/a>. Contacts from every channel, from social media to email, must be allocated to agents for resolution. This routing must also cross channels, ensuring that customers are able to reach the most appropriate agents throughout their customer journey, no matter which channel they use. If a customer has previously contact you, an intelligent routing solution will ensure that they reach that same agent when they call up again. Consistency is key.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>AI-powered customer journeys \u2013 <\/strong>The era of touch-tone IVRs is over. Today, <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/contact-center-generative-ai\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">AI-powered technologies support voice recognition and sentiment analysis<\/a>, letting you gather information on customer intent and sentiment before the interaction even begins. This information can be factored into routing decisions, directing customers to the agents best placed to meet their technical and emotional needs.<\/li>\n<\/ul>\n<p>Implementing intelligent routing requires data. And this isn\u2019t the only way that the Customer Data Platform supports your AI transformation.<\/p>\n<p>&nbsp;<\/p>\n<h2>The Foundation of Your AI Transformation<\/h2>\n<p>Change is coming to the contact center, and that change is powered by AI. From generative AI agent support to conversational customer-facing machine agents, <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/how-generative-ai-will-revolutionize-agent-experience\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">if you\u2019re looking to take your personalized customer experience to the next level, you need Artificial Intelligence.<\/a><\/p>\n<p>AI doesn\u2019t exist in a vacuum; it requires customer data as a foundation and has implications for the way you handle customer data moving forward.<\/p>\n<ul class=\"rt-bullet-list\">\n<li>Training a chatbot or a Large Language Model requires lots and lots of data. That data has to be <strong>accessible and compatible<\/strong>. If your customer data isn\u2019t in a single, consistent format, it\u2019s useless in training any AI model. You need a Customer Data Platform that organizes your data into a single location and a single format.<\/li>\n<li>After every interaction, agents must update a customer\u2019s data. <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/a-day-in-the-life-the-cx-tech-helping-agents-beat-software-bloat\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">This <strong>post-call work <\/strong>represents the single biggest drain on agent time.<\/a> AI can cut down on this. By listening in on conversations through Natural Language Processing, AI can automatically populate post-call forms, uploading accurate data directly to the CDP without the need for agent involvement.<\/li>\n<li><strong>Sentiment analysis<\/strong> is a method for ascertaining customer tone before they speak to a human agent. <a href=\"https:\/\/www.contentguru.com\/en-gb\/news\/content-guru-extends-sentiment-analysis-capabilities-through-jabra-engage-ai-integration\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">This AI-backed method assigns a sentiment value to each work in a statement to get an overall tone score<\/a>. This information can then be used to route contacts. Customers with lower sentiment are then routed to the most experienced agents, best able to meet their needs. In this case, AI leads to more efficient, successful customer interactions.<\/li>\n<\/ul>\n<p>In each of these cases, AI makes personalized customer experience vastly more efficient. As AI technologies become more common in our everyday lives, your customers will expect you to be leveraging them in their interactions with you. Future-proofing your contact center with AI is the first step to staying ahead of the competition.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Personalized Customer Experience with storm<span class=\"ProseMirror__styled\" title=\"superscript\" data-mark-styled-class=\"superscript\"><sup><sub>\u00ae<\/sub><\/sup><\/span><\/h2>\n<p>Personalized customer experience is the foundation of outstanding CX. This requires customer data. From personalized interactions, to intelligent routing, to AI-powered efficiencies; customer data should be at the heart of everything you do.<\/p>\n<p>Interested in learning more about the benefits of the Customer Data Platform? <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/data-first-your-essential-guide-to-the-customer-data-platform\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Download Content Guru\u2019s whitepaper: <strong>Data First: Your Essential Guide to the Customer Data Platform<\/strong> to continue your journey.<\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>When you reach out to a business, what do you expect? Quick, efficient service. You expect a personalized customer experience.<\/p>\n","protected":false},"featured_media":6122,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[42],"resource_type":[5],"resource_folder":[73],"class_list":["post-2411","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-custom-integrations-and-solutions","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Personalized Customer Experiences with the Customer Data Platform - English - UK<\/title>\n<meta name=\"description\" content=\"When you reach out to a business, what do you expect? Quick, efficient service. 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