Of course, I would make my usual distinction between personal and personalized, but beyond that, I can't say the story is a surprise (though you'd be hard-pressed to find technology supporting this objective). "Only seven percent would give an A to their organization's ability to individualize customer experiences; 57 percent said they'd rate their ability at a C or worse. Only 10 percent would score their ability to individualize the employee experience as an A; 37 percent would rank it as a C or lower." Plug and play people; that's the current reality.
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