Hey again, Designer!

Designers have a situational personalization style. They create experiences based on particular customer situations – both at an individual and segmented basis – with their complete journey in mind.

How to achieve this

  • Regularly collect, analyze, and act on employee feedback – in addition to customer feedback – to understand and determine solutions for common situations
  • Ensure all employees, from the front line to the C-suite, have access to relevant and timely customer insights
  • Understand omnichannel journeys that lead to certain situations, and uncover any patterns or anomalies that are causing customer satisfaction / dissatisfaction

Up your game

  • Utilize industry-leading, AI-powered text and speech analytics to understand the root cause of repeat situations to determine preventative solutions
  • Leverage Intelligent Summaries to quickly capture and understand interactions, enabling the front line to spend less time on the mundane tasks and more time solving the most critical issues
  • Implement automated workflows and develop orchestration paths that address common situational problems, without needing to rely on human intervention

Dive In

To better understand customer sentiments and takeaways to enhance your personalization capabilities, check out our latest research study: Do Personalized Experiences Matter to Your Customers?