The new customer experience officers will come from within the organization, operators who understand how a company's technology, data, and design choices will lead to a better understanding of customers.
Most CDPs are great at providing insights into segments and near-real-time granular segments. Operationalizing those segments to drive business results is a different matter.
Organizations need a hyper-personalization strategy to meet customers where they are and give them consistent, omnichannel experiences that offer true value.
As brands see customers demand a more comprehensive CX journey, personalization is a key aspect to offering a tailored experience and strengthening brand loyalty.