What if I told you that eventually, every customer interaction will be personalized? And I’m not just referring to marketing emails and Amazon product recommendations — I mean every touchpoint and interaction throughout the customer’s buying journey.
Sound far-fetched? It isn’t. According to McKinsey,
40 percent of retail CMOs
say personal shoppers will use AI-enabled tools to improve service, and 37 percent say facial recognition, location recognition and biometric sensors will become more widely used. Trendsetters Starbucks and Sephora already use GPS technology and company apps to trigger relevant in-app offers when customers approach a store.
But it won’t stop there. As AI and machine learning algorithms continue to mature, they are churning out predictions that are impressively — almost eerily — accurate. And it’s a good thing, because to keep pace with customer expectations for individualized service, business owners will have to provide extremely personalized, relevant experiences that unify brand interactions across channels.
https://www.forbes.com/sites/michaelfertik/2019/09/26/its-time-to-get-personal-with-your-customer/#524340285e05/
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