With the on-going advancements in different industries today, clients’ expectations may continuously increase. The exciting promises of digitalization have already started due to the advancements in technology, data gathering, product offerings and analytics. These will soon allow marketers and customers to experience a different kind of experiences across channels, moments, and engagement stages. This is also the reason why it is important for businesses to understand that personalization is a very crucial aspect of their strategy as this will help the customers to adapt to the digitalization changes that they’re implementing.
With this, it is important for businesses to understand the three main shifts in personalization, together with digitalization, for them to be able to build the necessary plans, skills, and strategies to respond to the needs of the market environment.
1.From Physical to Digital
A lot of physical transaction and business operations have already started shifting from the traditional, physical ways to digital processes. Aside from the Covid-19 pandemic, another consideration for this is the continuous innovation and advancements in technology and processes. According to an article by McKinsey, “offline” person-to-person experiences will be the next standpoint for personalization. To further support this, 44% of CMOs mentioned that most of their employees will rely on the insights and results from advanced analytics to provide a personalized offering to their clients and partners. Still according to research from McKinsey, 40% said that personal shoppers will use AI-enabled systems and tools to improve service and business efficiency, and 37% agreed that facial recognition and biometric sensors will become more relevant and widely used by consumers and businesses.
In addition to this, most physical processes before are also slowly shifting to digital. One example of this is from the use of manual queueing cards and papers to an automated queuing management system. Businesses are starting to appreciate and realize the need to acquire automated systems to help them in their daily operations.
Kyoo offers an automated, contact-free queueing management system to all businesses from different industries. It aims to help the customers achieve a good customer experience from the business and for the business to achieve an increased business efficiency rating – through Kyoo’s smart queueing management solution. And while it helps the business generate real-time reports, analytics, and data set through its Business Application and Dashboard, it also provides good opportunities for the business to further promote their products and services through its TV Display feature.
Even though the queueing system is digitalized and automated, Kyoo makes sure that businesses maintain a personal relationship with its clients by tailoring the system and offerings to the needs and behavior of their clients and partners.
2.Empathy will rise.
Empathy is the ability to understand and relate to another individual’s feelings and emotions. Today, it is the basis for more strong relationships between clients and businesses. By understanding the behavior of different clients and consumers, businesses increase their chance of being chosen and trusted.
Through different digital programs and systems, businesses are given the opportunity to know their clients better through different digital surveys, feedback forms, and customer analytics. It gives them an opportunity to better relate and understand their clients – which eventually may lead to better creation of plans and offerings for them.
Moreover, marketers can better communicate with customers in a way that’s tied to specific mood and behavior.
3.Improvement on end-to-end journeys
Different providers consider improving their own customer experience. From malls, retail store, telcos, utilities, government offices, to other service providers – all of these contribute to a client’s buying experience. Creating connections in different channels and stages represents a big opportunity in the next level of standardization and personalization, as these allow brands to provide more seamless and consistent consumer experiences across all stages of their decision journeys.
Through the help of smart and innovative digital programs, it is now easier for businesses to predict the consumer needs and behavior. Personalization programs can also help navigate the transition from one stage to another – with an objective to improve and enhance the end-to-end journeys of each consumer.