Hello, Designer!

Personalization style:

Situational

Your color is:

Tangerine

Overview

Designers create experiences based on particular customer situations - both at an individual and segmented basis - with their complete journey in mind.

What motivates me

The rush I get when I adjust to the rapidly changing needs of our customers.

What keeps me up

Ensuring our cross-functional teams are working together towards the same CX goals.

My best qualities

  • Adventurous
  • Adaptable
  • Clever

Ways I may personalize experiences

  • Empower agents with individualized context
  • Proactively engage customers affected by a known product issue
  • Offer a forgiveness policy to loyal customers

My inspirational quote

“We cannot direct the wind, but we can adjust the sails.”

– Dolly Parton

Your Specific Approach Overview

The gist: Organizations that take a situational approach to personalization design and manage experiences with the complete customer journey in mind – across all channels and touchpoints – to meet the unique needs of each customer. Personalization tactics are based on specific situations or customer actions, such as a service call in which the agent is empowered with full history and context without needing the customer to repeat details. Situational strategies can be applied on a segmented or individual basis.

What’s in it for you: Situational personalization helps organizations create a more positive, engaging, and unified brand experience for every customer.

Where to start: Organizations must empower cross-functional teams with the insight to recognize situations as they arise, and the flexibility to deliver experiences that meet the rapidly changing needs of their customers.