{"id":14888,"date":"2020-08-31T20:27:26","date_gmt":"2020-08-31T14:57:26","guid":{"rendered":"https:\/\/cigniti.com\/blog\/?p=14888"},"modified":"2020-12-04T00:20:54","modified_gmt":"2020-12-03T18:50:54","slug":"hyper-personalization-customer-experience-cx-testing","status":"publish","type":"post","link":"https:\/\/www.cigniti.com\/blog\/hyper-personalization-customer-experience-cx-testing\/","title":{"rendered":"How to develop hyperpersonalized customer experiences"},"content":{"rendered":"<p style=\"text-align: center;\"><i><span data-contrast=\"auto\">\u201cWe see our customers as invited guests to a party, and we are the hosts. It\u2019s our job every day to make every important aspect of the customer experience a little bit better\u201d<\/span><\/i><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p style=\"text-align: center;\"><i><span data-contrast=\"auto\">&#8211; Jeff Bezos, CEO, Amazon<\/span><\/i><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Gartner says o<\/span><span data-contrast=\"auto\">rganizations that focus their personalized messaging around helping consumers can expect 16% more impact on commercial outcomes than those that don&#8217;t<\/span><span data-contrast=\"auto\">. They predict that b<\/span><span data-contrast=\"auto\">y 2024, artificial intelligence identification of emotions will influence more than half of the online advertisements you see.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Personalization has evolved to an advanced form. Simply addressing your customer by first name in your marketing email\u2019s subject line is not enough anymore.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">When we are living in a time of hyper-everything \u2013 hyper automation, hyper digitalization, and more, then how personalization can be left behind.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Hyperpersonalization involves the application of data, smart analytics, and innovative tech to develop and deliver highly personalized targeted products, services, and content through the most relevant channels at the most relevant time.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Ann Handley says, \u201cMake the customer the hero of your journey<\/span><span data-contrast=\"auto\">.<\/span><span data-contrast=\"auto\">\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This aptly summarizes the purpose of hyperpersonalization. By developing a hyper personalized customer experience, tailored with the help of data-led insights, organizations can effectively declutter the path that a customer takes during the different stages of buyer journey. This means offering the services that the customer really needs and wants to engage with, and clearing the path from unnecessary distractions.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Taking a customer-centric view for the organization\u2019s future strategy will keep you in the race for the win.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Digital banking and omnichannel retail are already excelling at adopting technology to build hyperpersonalized care for their customers.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let us understand the technologies that help you master the art of hyper personalization and how can you leverage them to the fullest.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">The four elements of hyperpersonalization<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">McKinsey suggests that organizations need to elevate their personalization game and talks about the four\u00a0<\/span><a href=\"https:\/\/www.mckinsey.com\/business-functions\/operations\/our-insights\/the-vision-for-2025-hyperpersonalized-care-and-care-of-one\"><span data-contrast=\"none\">core elements of hyperpersonalization<\/span><\/a><span data-contrast=\"auto\">:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Knowing your customers \u2013 truly knowing your customers: Companies that can aggregate all customer information, including user attributes, behaviors, and past interactions across all channels, will be able to engage much more effectively.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Reacting to customers before they even know they need you: Data and analytics can enable contact center agents to predictively identify opportunities to delight, preemptively solve issues based on personalized needs (for example, a help desk pushing computer updates remotely based on call-volume trends without the end user ever knowing), and determine the right times to reach out when a live interaction is preferred. These insights can help create a better-trained, more empathetic workforce to support proactive outreach.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Integrating technologies and contacts across all channels: A seamless customer experience throughout the journey (for example, starting the interaction in one channel and picking it up in the next) requires better alignment and collaboration of customer care, product development, marketing, and operations.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Implementing real-time agent tools: Companies that incorporate added functionality (for example, \u201cin-moment\u201d coaching) and eliminate cumbersome platforms can reduce barriers to addressing customer needs and resolving problems. Agents can then be freed up to show true empathy and make real-time decisions in their interactions with customers.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">AI-driven Sentiment Analysis for understanding user behavior<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Hyper personalization depends on context, which can be understood by determining each individual\u2019s user behavior.\u00a0<\/span><span data-contrast=\"auto\">To listen and comprehend the voice of the customer and interpret their behavior to personalize their experience, sentiment analysis becomes necessary.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Sentiment analysis or Opinion mining leverages Artificial Intelligence and Machine Learning algorithms to capture data about a customer segment, gain an outside-in view of the user perception, and facilitate continuous improvement within the organization.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With sentiment analysis, a detailed dissection of the gathered customer experience is performed to identify and segment the areas where the scope of personalization is feasible and needed.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Read\u00a0<\/span><a href=\"https:\/\/cigniti.com\/blog\/sentiment-analysis-use-cases-cesa\/\"><span data-contrast=\"none\">The practical use cases of Sentiment Analysis<\/span><\/a><span data-contrast=\"auto\">\u00a0to gain a deeper comprehension of this evolving technology.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Big data &amp; Analytics testing<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Amidst the tones of volumes of data being generated every second, gathering the one that makes the most sense to your organization is a humongous challenge to overcome.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Sentiment analysis and any other insights-based personalization efforts are dependent on the availability of sufficient and valid data.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Organizations may leverage big data applications. However, they need to make sure that these apps are capable of ensuring the constant availability of clean and reliable data for processing. These apps should employ AI-based predictive analytics for instant data collection and deployment, while also offering scalability.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">All of this can be ensured with\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/services\/bigdata-testing\/?utm_source=blog&amp;utm_medium=hyperlink&amp;utm_campaign=BigData\"><span data-contrast=\"none\">big data &amp; analytics testing<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">AI-driven\u00a0<\/span><span data-contrast=\"none\">big data &amp; analytics testing is the pillar of the next-gen digital transformation<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">How can we help<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Leveraging cutting-edge technology combined with the appropriate understanding of your customers is the key to developing hyperpersonalized user experiences.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">However, despite having a dedicated budget for personalization, over 70% of such efforts end up in failure. The biggest reason is the lack of a unified view of the customer.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Further, since we are talking about hyperpersonalization, there is no one size that will fit everyone.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It becomes important to consider all the corners and fortify a 360-degree personalized experience for the customer. Therefore, software testing and\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/services\/quality-engineering\/?utm_source=blog&amp;utm_medium=hyperlink&amp;utm_campaign=QualityEngineering\"><span data-contrast=\"none\">quality engineering<\/span><\/a><span data-contrast=\"auto\">\u00a0assume a key role in ensuring success of the personalization initiatives.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At Cigniti we take pride in building enterprises of the future. We power the Digital Transformation journey of organizations by establishing comprehensive testing frameworks and strategy across the organizations\u2019 digital value chain that comprises of digital marketing, web portals, web content, digital\u00a0<\/span><span data-contrast=\"auto\">assets, web analytics, and the overall digital ecosystem \u2013 Cloud, Mobility, Big Data, AI, and smart devices.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let our experts help you with end-to-end testing so that you can focus on building a truly hyperpersonalized customer experience.\u00a0<\/span><a href=\"https:\/\/www.cigniti.com\/contact-us\/?utm_source=blog&amp;utm_medium=hyperlink&amp;utm_campaign=ContactUs\"><span data-contrast=\"none\">Schedule a discussion<\/span><\/a><span data-contrast=\"auto\">\u00a0with us today.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:200,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cWe see our customers as invited guests to a party, and we are the hosts. It\u2019s our job every day to make every important aspect of the customer experience a little bit better\u201d\u00a0 &#8211; Jeff Bezos, CEO, Amazon\u00a0 Gartner says organizations that focus their personalized messaging around helping consumers can expect 16% more impact on [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":14889,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2093],"tags":[3240,2235,1002,3244,3243,3242,2415,3239,3245,2092,3241,90,2204,168,2205],"ppma_author":[3727],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to develop hyperpersonalized customer experiences<\/title>\n<meta name=\"description\" content=\"Hyperpersonalization involves the application of data, smart analytics, and software testing to develop and deliver highly personalized targeted products, services, and content through the most relevant channels at the most relevant time.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cigniti.com\/blog\/hyper-personalization-customer-experience-cx-testing\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to develop hyperpersonalized customer experiences\" \/>\n<meta property=\"og:description\" content=\"Make the customer the hero of your journey. This quote by Ann Handley aptly summarizes the purpose of hyperpersonalization. By developing a hyper personalized customer experience, tailored with the help of data-led insights, organizations can effectively declutter the path that a customer takes during the different stages of buyer journey. This means offering the services that the customer really needs and wants to engage with, and clearing the path from unnecessary distractions.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cigniti.com\/blog\/hyper-personalization-customer-experience-cx-testing\/\" \/>\n<meta property=\"og:site_name\" content=\"Blog by Cigniti Technologies\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/cignititechnologies\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/cignititechnologies\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-31T14:57:26+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-12-03T18:50:54+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cigniti.com\/blog\/wp-content\/uploads\/How-to-develop-hyperpersonalized-customer-experiences.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"833\" \/>\n\t<meta property=\"og:image:height\" content=\"449\" 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