The Failure of Personalization: How Can Effective Contextualization Enable Enterprises to Achieve Customer Empathy@Scale

Executive Snapshot

• Figure: Executive Snapshot: How Can Contextualization Help Enterprises Achieve Customer Empathy@Scale

Situation Overview

• The Failure of Personalization

• Challenges with Maturing Personalization Efforts

• The Future of Customer Experience Needs to Be Powered by Intelligent Context

• What Is Context as Seen from the Lens of the Customer?

• Current State of Contextual Awareness Capabilities

• Real-Time Optimization of Every Customer Interaction

• Figure: Optimizing Customer Interactions in Real Time

• Context Continuity

• Figure: Maintaining Context Across Journeys and Channels Throughout the Customer Life Cycle

• Ability to Execute and Manage Synchronous Customer Conversations

• Figure: Managing Synchronous Customer Conversations

• Ability to Execute and Manage Asynchronous Customer Conversations

• Figure: Managing Asynchronous Conversations

• Getting Contextualization Right

• Figure: Contextualization: Foundational Priorities and Leading Practices

• Establish a Unified Data Fabric

• Achieve Agility Through an Integrated Enterprise

• Figure: CX Transformation Challenges by Region

• Balance the Dichotomy Between Privacy/Trust and Context

• Figure: Data Types That Enterprises Report

• Scale Through Standardization

• Enable Trusted Sharing (Data and Insights) Across the CX Ecosystem

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• Related Research

• Synopsis