Customers expect brands to understand them deeply and anticipate their needs – and 73% of consumers surveyed in “The State of Customer Experience” AI to Truly Personalize report say they’re likely to purchase again from companies that consistently offer personalized service.
Personalization has evolved well beyond addressing customers by their names during service interactions or sending out targeted marketing phone number list emails. It’s now about using real-time data and advanced technologies to create hyper-personalized experiences — interactions so tailored they make customers feel uniquely seen, valued and understood.
As we look ahead to the future of customer experience (CX), the role of AI — particularly generative AI — is poised to transform personalization.
Unlocking Hyper-Personalized Experiences With AI
For years, personalization in CX has equated to basic segmentation (for example, routing calls by customer value) and tailoring interactions based on information such as demographics or products owned. Artificial intelligence, especially generative AI, is elevating what’s possible.
AI can harness immense data sets, including every interaction with a customer, their sentiment pre- and post-interaction, and their actions on the organization’s website. This allows organizations to build real-time, comprehensive customer how to increase sales in times of crisis profiles that adapt dynamically as the relationship progresses.
AI can enable brands to go beyond traditional
Personalization strategies by offering the next AI to Truly Personalize best offer or next best action at the most relevant moment. And generative AI is designed to remove the barriers to creating tailored content at scale, allowing for organizations to leverage their full breadth of customer knowledge to deliver personalized experiences to individuals or targeted segments.
For instance, consider how AI could allow organizations to anticipate when a customer might need product support, an alternative solution or information that only applies to a small set of customers — delivering proactive, targeted engagement that feels natural rather than intrusive.
This shift points the way to transforming contact centers from cost centers into powerful profit centers. Equipped with AI-driven insights, agents can cross-sell or up-sell with precision, providing tailored solutions at the right moment instead of generic pitches. Such hyper-personalization empowers businesses to meet customer phone number qatar expectations at every touchpoint, ultimately driving satisfaction, loyalty and revenue. And beyond cross-sell and up-sell, this type of personalization can build loyalty that results in recommendations and repeat business.
Proactive Personalization: Moving from Reactive to Invisible Service
While many businesses are still reactive — waiting for customers to raise concerns or complaints — AI is enabling proactive, even “invisible” service. Proactive outreach makes the service “invisible,” meaning that organizations seamlessly resolve customer issues in the background while keeping the customer informed and assured. Proactive AI to Truly Personalize personalization involves anticipating issues or needs before they arise, saving customers time and frustration.
For example, utility companies regularly inform customers about potential severe weather events, sending proactive updates well ahead of any potential outages. Newer approaches to proactive personalization could include retailers notifying customers about delayed or lost shipments (and even dispatching a new shipment with a replacement item). Or it could be automobile manufacturers pushing over-the-air software updates to vehicles, adding new features without requiring the customer to visit a dealer.