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What is Cross-Channel Personalization?

Personalization is a buzzword in the industry today. The digital market driven by data and the increasing needs of the customers for personalized suggestions, services, and interactions is the main force behind the evolution of personalization. To meet the market demands, companies are using various methods to ensure that the customer gets what they wish for to ensure sustainability in the highly competitive market. NLP enabled chatbots, AI-powered algorithms, and many such options are the go-to methods for businesses. These techniques, however, provide communication over a single medium.
Most customers today own multiple devices of different sizes to suit their varied needs. They are connected to brands, businesses, and peers via various mediums such as calls, texts, and social media, among others. Hence, it is imperative for brands to connect with their customers’ overall mediums to ensure continuous connectivity and seamless experience. This is where cross-channel personalization comes into the picture.
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