According to Jess Vadino, Digital Experience Leader at SoftServe, the best personalised experience shouldn’t feel personalised at all; it should feel relevant, seamless and exactly what the customer wants – even though they have not asked for it!

Undeniably, there will be barriers to delivering this experience which Jess clearly explains:

Watch Jess’s full interview, in which she outlines the steps necessary to achieving true 1:1 personalisation and whether in fact our customers even want it:

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