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1、2024 State of CX Personalization ReportExamining the challenges and opportunities for brands to deliver more personalized experiencesIntroductionIn 2024,consumers want more personalization and CX practitioners are making it their top priority.In recent years,weve seen major societal and technologica

2、l shifts that now present brands with greater opportunities to move beyond“one size fits all”experience design.Through advances in AI,customer journeys can now be dynamically tailored at each interaction,seamlessly meeting the unique needs of every consumer at every touchpoint.Were seeing signs that

3、 consumers are more loyal to brands with high-touch experiences.Yet,they also report that brands are falling short of their expectations.1 Do CX teams believe investing in more personalization capabilities warrants the time,effort,and cost?To begin understanding the importance of personalization in

4、customer experience,Medallia Market Research has been exploring the role it plays in consumer brand choice,as well as more specific consumer insights for industries like hospitality and retail.These recent findings revealed that a resounding 82%of customers say personalization drives brand choice.2

5、And of consumers who rate their experiences as very personalized,they rate their overall satisfaction(OSAT)as an impressive 9.4 out of 10.Not surprisingly,for consumers who dont rate personalization that high,OSAT falls to 6.5.3As a result of that consumer research,we partnered with the Customer Exp

6、erience Professionals AssociationTM(CXPA)to better understand how CX professionals are thinking about applying personalization in their organizations.This joint research puts forth answers collected in December 2023 from over 300 CX practitioners globally on how they assess their personalization cap