DEBATE: As an industry obsessed with personalisation, are we all missing the point?
- Over the last decade, we’ve become an industry obsessed with personalisation. And it’s paying off; we are closer to customers, providing better experiences and reducing media wastage like never before.
- But has our fixation with ‘the art of the personal’ led us astray?
- Primed to lock horns, these experts get to grips with the true meaning of customer experience…
- What do customers actually want? Is there a difference between personalisation and individualisation? And are there disconnects between our views as ‘experts’, and the stark reality?