Insights from Barbara DʼEmilio
CX After Operationalization: Why Personalization Does Not Replace Structural Responsibility
In the automotive industry, personalization has long become an integral part of professional CX programs. Individualized sales processes, personalized communication, and context-specific service interactions are considered key levers for improving customer experience. Particularly in the early stages of the customer journey—now increasingly shaped by digital interactions—personalization is seen as a critical differentiator. Implicitly, this development is based on one assumption: if interactions at individual touchpoints work well, a consistent customer experience will emerge. However, this...
