Personalisation & Privacy

Adrian Swinscoe discusses CX myths, the role of technology for customers and agents and the true meaning of customer-centricity 

Last week, the Irish Data Protection Commission ordered Facebook’s parent company Meta to pay two fines totalling €390 million for being in breach of the EU’s overarching privacy law. The ruling is significant as data-protection history is being written as we speak. How enterprises react towards data privacy from a compliance or trust-building approach will […]

Marketers who rely on the same strategies from the pre-pandemic world will fall behind. How do you perceive customer loyalty today?

Despite online shoppers' desire for convenience, they are less likely to share data to improve customer experiences. Is it possible for them to have it both ways? 

By delivering end-to-end hyper-personalised products and services, banks can drive sustainable growth by tailoring financial products according to customer’s financial needs. There are new AI and big data applications to enable such hyper-personal digital experiences.

Ardent football fan Amir eagerly opened the box to see his Nike shoes personalised through the Nike By You campaign. It might not sound like a big deal, but Amir had bought these shoes when the program was called the NikeID program, way back in 1999. While it was not a critical customer experience (CX) […]

How many of us remember walking into a gift shop when younger (and before a global pandemic put a stop to it) and eagerly searching for a fridge magnet, mug or pencil inscribed with our initials?  Personalisation is a tactic brands and businesses have been using for years to hook us into their offerings. The […]