Survey Analysis: Maximize CX and Personalization Efforts by Focusing on Privacy and Data Management

Based on a Gartner Survey, the analysis suggests that “application leaders must supplement traditional approaches to their customer experience and personalization strategies by leveraging privacy and data management to create effortless experiences.”

According to Gartner research, “Delivering great CX requires both analytics and customer data, because it requires customer insight. Customer insight can be extracted from both identifiable and anonymous data points. Even the experiences of anonymous customers can be greatly improved by understanding their behavior and mapping it to outcomes and intent”

We believe that this report provides clarity over steps currently being taken by privacy-focused organizations working towards the implementation of 360-degree customer data strategies, in an effort to enhance customer experience and personalization. Strategies that focus equally on analytics and customer data will enhance customer experience, boost customer trust, and ultimately maximize business value and revenue.

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Gartner, “Survey Analysis: Maximize CX and Personalization Efforts by Focusing on Privacy and Data Management”, 28 October 2020, Penny Gillespie.

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