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14 innovative ideas for your path to personalization


Personalization isn’t a nice-to-have: 57% of customers have stopped buying because a competitor provided a better experience. Customers expect omnichannel personalization where engagements are tailored based on their past interactions.

That’s why “use the recipient’s name in an email” isn’t what you’ll find here. Personalization requires an intimate knowledge of your customer. The goal? Anticipating when and why they need service.

To get there, four leading CX experts have helped us put together a list of 14 personalization ideas covering the fundamentals through innovative ways you can surprise and delight.

Download the eBook to reveal:

  • The impact of personalization on experience and loyalty
  • Personalization best practices and fundamentals for contact center leaders
  • Real-life examples of personalized customer experience

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Digital transformation accelerated by at least 5 years during the pandemic – 44% of companies have a CX transformation initiative completed or underway, and another 32% plan to start one in 2022.


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Great customer experiences begin with knowledge. CXone Expert knowledge management makes sure that your customers get that knowledge in the form of the information, answers, and support they need wherever they are along in their journey.

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