"Customers are now expecting highly personalised, seamless, and efficient interactions across all the touch points,” stated Rahul Sareen, the Senior Leader–Cross Industry, Private Equity and Startups Solutions at Amazon Web Services (AWS). Sareen’s statement represents the state of customer experience (CX) today.
It’s a demand that is forcing businesses to completely rethink how they engage with customers.
In the recent episode of the Don’t Panic It’s Just Data podcast, John Santaferraro, CEO and Head Research Analyst at Ferraro Consulting, speaks to Gary Class, Industry Strategist, Financial Services at Teradata and Sareen. They discussed how data, AI, and hyper-personalisation are reshaping customer experience (CX).
The time of one-size-fits-all customer service is long over. Sareen emphasises this change by quoting Jeff Bezos: "If you have 4.5 million customers, then you cannot just build one store. You have to build 4.5 million stores."
This isn't just about dividing customers into groups; it’s about providing a truly unique and personal experience for each person.
The partnership between AWS and Teradata is important for achieving the vision of customer experience (CX) hones in on AI-driven hyper-personalisation. It relies on unified data platforms and real-time decisioning.
