Econsultancy research indicates that brands leading the way in Customer Experience (CX) are three times more likely to have exceeded their 2019 business goals. Focusing on CX has implications for how organisations structure teams, invest in and deploy their staff. CX cannot be discussed without shining a light on personalisation, what it is and what it aims to be post GDPR and the crumbling of the third-party cookie.
- The business case for prioritising CX
- Implications for organisational transformation in enabling CX
- Personalisation 2.0 and the role of customer data management
- Balancing personalisation and regulation
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