4 Personalization Shifts Redefining AI-Driven Customer Experience
Personalization is not losing relevance. What is losing relevance is the old definition of personalization itself. For years, customer experience strategies treated personalization as a data exercise. Brands focused on collecting more information—names, preferences, behavioral history—believing that deeper customer knowledge would naturally lead to better engagement. Instead, customers began to feel overexposed. Messages felt intrusive. […]
