Hyper-Personalisation in CX
- Customer Engagement Transformation Conference
- Olive Perrins, Head of TV Services & Jason Fiddes, Head of Tech Futures, Sky
This session covered relationship basics and how they apply to customer lifecycles. Jason guides us through the reasons relationships fail focusing on communication and in particular tailoring it to the device, app, and visit context while hyper-personalising the experience.
Olly will explained how to establish a team to design for long-lasting relationships, delivering value NOW with the data you already by personalising KPI’s to measure friction & empathy in every moment of truth. She explored how this is personalised to the relationship and contract tenure/s and is systematically managed to increase empathy and reduce friction.
NB: Hyper-personalised CX is digital butler. not a stalker! Watch out for top tips on how to make it personal without prying.
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