Forrester: How To Move From Personalization To Individualization
Forrester Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha, presented at the Executive Customer Contact Exchange on the importance of data-driven CX design and the rise of individualized experiences.
Here is a sneak peek at Forrester's excerpt from its December report, “Personalization And The Rise Of Individualized Experiences” written Joana’s colleague VP and Principal Analyst, Tony Costa. A Must Read!
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