EP9: The Role of Personalization in the Digital Customer Experience

Personalizing the customer experience has been a growing trend for both B2C and B2B businesses.

In fact, 80% of consumers say they’re more likely to do business with brands that provide personalized service. While 67% of B2B buyers want the ability to research, compare products, place orders, and access their order history on their own versus contacting a salesperson.

The global pandemic in 2020 has isolated most shoppers and professionals at home. This has quickly escalated the personalization trend, especially when it comes to the online digital experience.

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In this episode, we explore the intersection of B2C consumers and B2B decision-makers. We share the most critical areas to personalize in the digital customer experience to build brand equity that translates to sustainable growth.

About Tessa's Guest:

Fae Harris specializes in bringing high-performance beauty products—that inspire consumer love and loyalty—to life. Over the past 15 years, she has launched innovative hair care products with beauty industry players such as L’Oréal, Kao Brands, and Conair Professional Products.

Today, Fae is the CEO and founder of Outtasight Enterprises. Her business mantra is based on the quote “It's beauty that captures your attention; personality which captures your heart.”. This philosophy centers on the premise that true brand loyalty stems from speaking to the heart of the consumer.