In my first blog post discussing using personalisation to deliver a seamless customer experience, we delved into context marketing strategy. This follow-up post considers how the people prerogative and frictionless personalisation impact user experience. The People Prerogative While all big brands will have people on hand who are familiar with cus...

There's been a shift in how companies interact with their customers. Companies who understand their customers and then meet and exceed those expectations win in the marketplace. How much? In a recent study, Avanade and Sitecore found that for every $1 invested in Customer Experience, organizations can expect $3 in return. Today, we are helping a n...