The Designer

Personalization Style: Situational


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 context relevant to customer’s situation 
  • Proactively engage customers affected by a known issue
  • Offer a forgiveness policy to loyal customers

My inspirational quote

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

– Dolly Parton

So, you’re a designer. Now what?