Personalisation has quickly become a must-have for businesses looking to stand out and build stronger relationships with their customers. And this matters, as 80% of customers state that they are more likely to do business with a brand that offers a personalised experience, according to Qualtrics. It's no surprise then, that delivering personalised interactions is a top priority for CX leaders in the years ahead. So, how can CX leaders deliver on this promise?
The growing demand for personalisation in CX
Customers expect interactions that go beyond the generic, seeking brands that recognise their individual preferences and needs. The more personalised the experience, the more likely customers are to choose your brand.
Research backs this up. 85% of consumers want brands to create personalised connections with them, according to Liveperson. What’s more, companies that nail personalisation see some impressive returns: data from McKinsey shows that personalisation can deliver up to eight times the associated ROI. And, on average, businesses that focus on delivering personalised experiences see a 10-15% revenue lift, according to McKinsey.
The role of AI in personalisation
So, how can CX leaders deliver on these promises? According to Puzzel’s recent survey, 77% of CX leaders agree that AI is crucial for creating personalised customer experiences. With AI, businesses can collect and analyse vast amounts of customer data to tailor interactions across multiple channels—whether that’s through personalised recommendations, targeted messaging, or dynamic responses based on customer preferences.
AI is enabling contact centres to deliver personalised experiences more efficiently and at a larger scale. By using tools like chatbots, generative AI, and emotion detection, companies can offer real-time, tailored support that’s both fast and empathetic. Here’s how some of these AI capabilities can drive personalisation:
- Conversational Analytics: By analysing voice and text interactions, conversational analytics provide businesses with real-time insights into customer behaviour, preferences, and sentiment. These insights enable agents to personalise their responses, adjust tone and approach, and quickly address concerns, leading to faster resolutions and more personalised support.
- AI-powered chatbots: Chatbots can interact with customers across digital channels, offering quick answers to questions and personalising the conversation based on past interactions. For example, if a customer has previously asked about a product, the chatbot can proactively offer additional information or related recommendations.
- Personalised recommendations: By analysing previous customer interactions and preferences, AI can suggest products, services, or content tailored to the individual. This helps create a more personalised experience and drives engagement, as customers are more likely to respond to suggestions that feel relevant to them.
Generative AI, in particular, is pushing the boundaries of personalisation by enabling businesses to create unique, contextually relevant experiences for each customer. Whether it’s crafting personalised responses or generating tailored content, this advanced AI technology is setting a new standard for how brands connect with their customers.
Getting started with personalisation: Practical tips for CX leaders
If you’re ready to harness the power of personalisation, here are some practical steps to get started:
- Understand your customers
The foundation of personalisation is knowing your audience. Gather data through surveys, feedback forms, and analytics tools to uncover your customers’ preferences, behaviours, and needs. Identify key segments to tailor your efforts more effectively. - Use the right technology
Personalisation at scale requires the right tools. Consider implementing AI-powered solutions like chatbots, conversational analytics, and recommendation engines. These technologies help you deliver personalised experiences across multiple channels while improving efficiency. - Start small
You don’t need to transform your entire CX strategy overnight. Begin with small, targeted initiatives, such as personalising email campaigns or tailoring chatbot responses based on customer history. Test these efforts, measure their impact, and scale up gradually. - Empower your team
Equip your agents with the insights and tools they need to deliver personalised interactions. For example, ensure they have access to customer data during live interactions so they can provide relevant and empathetic support. - Test and optimise
Personalisation is an ongoing process. Continuously analyse your efforts, gather feedback, and refine your strategies. Experiment with different approaches—like A/B testing personalised messages—to see what resonates best with your audience.
By following these steps, you can create a solid foundation for delivering personalised customer experiences that drive loyalty, satisfaction, and revenue.
Personalisation builds loyalty and satisfaction
When personalisation is done right, the results speak for themselves. Customers who feel seen and understood are more likely to stick around. Research shows that customers who have a positive experience with personalised service are not only more loyal but also more likely to recommend your brand to others. That means better retention, more word-of-mouth marketing, and ultimately, more revenue.
As customer expectations continue to rise, those who prioritise personalised experiences will stand out in the crowd, building loyalty, and delivering results. AI is the key to delivering personalised service at scale, allowing brands to create unique, real-time experiences for every customer.
Let’s make it happen
Want to see how personalisation can reshape your CX strategy? Get in touch today and explore how Puzzel’s AI-driven solutions can help you deliver tailored experiences at scale.
