THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership Evolving Personalization: The Secrets to Staying Ahead in CX
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Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses can stay ahead by turning data and AI into powerful engagement tools. This is a must-listen for CX professionals aiming for true transformation.
Follow Emmanuel: https://www.linkedin.com/in/dr-emmanuel-manyonganise
The Top 3 Key Learnings
- Hyper-personalization goes beyond marketing. It must include support, problem resolution, and full journey engagement.
- A strong data culture is key. Centralized platforms, AI integration, and cross-departmental collaboration are crucial.
- Start small, but start now. Experimentation and a mindset of continuous learning are the fastest paths to progress.
Chapters
00:00 Introduction to CX Goalkeeper Podcast
00:27 Upcoming CCW Europe Summit 2025
01:11 Guest Introduction: Emmanuel Man
01:49 Evolving Personalization in Customer Experience
02:19 Emmanuel's Career Journey and Values
06:09 Understanding Basic Personalization
09:48 Transitioning to Hyper-Personalization
14:09 Examples of Successful Personalization
17:50 Future Trends in Hyper-Personalization
20:10 Advice for Leaders on Personalization
21:16 Conclusion and Final Thoughts
Keywords: customer experience, CX, personalization, hyper-personalization, AI in CX, data culture, customer data platform, CX leadership, CX strategy, digital transformation, Emmanuel Manyonganise, CX podcast, customer journey, personalization in banking, CX trends 2025, CX Goalkeeper, Gregorio Uglioni
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