Creating a personalised customer experience

Contextualised, individualised customer experiences across multiple channels

Empower your team to help customers and make personalised recommendations. Providing personalised experiences can drive sales and increase loyalty by making each customer feel like the business knows and cares about them.

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Personalisation tools for the modern customer

Customers today expect businesses to offer support on multiple channels, not just one. As more companies meet this demand with omnichannel support, personalisation tools can help to ensure service stands out (for the right reasons).

As consumer preferences continue to grow and change, you’ll need to experiment with various types of personalisation to understand what’s the most relevant to your audience and adapt to changing expectations.

Did you know?

Companies that have incorporated personalisation technologies are already seeing; items per order increase by 50%, average order values increase up to 53%, and customer conversion rates increase by up to 33%! (Source: Gartner)

What does personalised customer experience mean?

Personalised experiences are about more than targeted email campaigns or advertisements. It’s about approaching and reacting to each customer individually, throughout the customer journey. It’s a critical part of the overall customer experience – and it comes from being proactive and intentional.

Personalised experiences are a way to let your customers know that they matter. By giving them relevant, helpful experiences to fit their needs, you can inspire loyalty and show you understand them.

How to create a hyper-personalised experience for your customers

  • Engaging your customers’ attention: this is all about ensuring your contact with your customers is RELEVANT. This means that at every possible touch point, you are using the data you have, to tailor the customer experience to the individual customer.
  • Encouraging feedback: personalised experiences can help to build a sense of relationship between your business and your customers. By using data to personalise survey experiences, you can inspire more useful answers. For example, you could start surveys with problems you already know about. When a survey begins “We’re sorry you had to return XXX item, how did we do when trying to fix that for you?” your customer knows that this is more than a standard form and is likely to give you more detailed, actionable feedback.
  • Working in the background: when things go right, your customers shouldn’t consciously notice that everything you’re providing them with is relevant. It’s not just about putting a customer’s name on everything – rather, it’s about making their overall experience with your business simpler by only presenting options that are relevant to their lives.
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Provide meaningful personalised customer experiences

The messages and offers you send to your customers should be legitimately useful to them. Providing actual value in your personalised experiences will help to build customer loyalty.


There are 2 keys to delivering meaningful personalised customer experiences...

Be responsible with your customer data

Your customers don’t mind you collecting their data – if you’re using it to improve their customer experience. Custom communications sent via email, text, messaging apps, or some combination will be appreciated if the messages are well-timed and appropriate.

Relying solely on data without interpreting it thoughtfully in context can result in annoying or embarrassing missteps, so it’s important to use your customer data well. This means anticipating their needs in a way that creates memorable, personalised experiences. Aim for usefulness and transparency – make it clear to your customers why you need their data and what the benefit is for them.

Use the information to create genuinely valuable experiences for your customers.

TRUST is essential here! 

It’s vital your customers trust you – there’s a fine line between how much data a customer is willing to provide and how much they trust you. If your customers feel like you value their information and its security as much as they do, they will be happy to trust you.

Deliver a context-rich, omnichannel support experience

Modern consumers expect companies to collaborate internally, so they don’t have to repeat themselves and expect personalisation (including engagement over their preferred contact method, account type or status, and product recommendations based on their purchase and search history).

Personalisation software can help to deliver a full view of customer interaction history and create a convenient, omnichannel customer experience. Using tools to include personalised offers and individualised product recommendations with help you to provide excellent service no matter where your customers are.

Learn more about our omnichannel support solutions

Personalised service to genuinely serve your customers

Your customer is an individual – treat them that way!

In the era of hyper-personalisation, when companies are mining data and applying algorithms to gain a clearer understanding of customer needs and intentions, it’s the human-driven techniques that will really make a difference.

Engaging a customer in an unscripted dialogue – whether that’s over the phone or in-store – may seem like a time-consuming option in a world where digital technology can do so much of the work for us. But it’s hard to beat a real-world conversation between two human beings when you’re looking to create an emotional connection, build a relationship and gain trust.


It’s not complicated, there’s no big secret

Striking up a conversation with your customer, listening to what they’re saying and responding in a way that shows you value them, is the cornerstone of a successful personalised service strategy.

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