How To Deliver Effective Hyper-Personalized Experiences
Release Date: 08/17/2021
When AI Agents Talk to AI Agents: Zoom's Kentis Gopalla on the Future of CX
The Modern Customer Podcast
What happens when your customers' AI agents start talking to your company's AI agents? At Zoomtopia, Blake Morgan sat down with Kentis Gopalla, Head of CX Product and Ecosystem at Zoom, to talk about the future of customer experience — and why the contact center has become one of the best sources of product insight in the business. Kentis shares how Zoom CX Insights, launched at Enterprise Connect, uses contact center conversations to explain not just what customers do, but why. Those insights are surfacing product flaws at SharkNinja and shaping product and marketing decisions...
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Smooth Sailing: Customer Experience on the High Seas with MSC Cruises’ CXO
The Modern Customer Podcast
How does MSC Cruises use AI and 2.5 million guest comments a year to personalize the cruise experience for every traveler? This week on The Modern Customer Podcast, Julie Gregoire, Chief Customer Experience Officer at MSC Cruises, talks about customer experience strategy, AI-powered personalization, and turning guest feedback into growth. Julie joined MSC Cruises in 2022 as its first Chief Customer Experience Officer and oversees the end-to-end guest experience for MSC Cruises and Explora Journeys. Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience...
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Closing The Gap Between Marketing and CX with Katie Martell
The Modern Customer Podcast
When a brand’s promises outrun its customer experience, trust is the first thing to break. Blake Morgan sits down with Katie Martell, a marketing strategist, speaker and self-described rabble-rouser whose insights have appeared in the BBC, Forbes and The Wall Street Journal. They explore why marketing and CX must work as one team, and how brands can stop making claims and start proving them. Tune in to learn how honesty and better customer experiences build lasting trust. Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three...
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Mastering the Basics of CX, from Luxury Watches to Lighting
The Modern Customer Podcast
This week on The Modern Customer Podcast, Andrea Felixon, Director of Customer Connections at Quoizel, talks about mastering the basics of CX. For nearly a century, Quoizel has delivered beautifully crafted lighting built on quality, trust, and lasting relationships. You’ll hear how Andrea’s career has taken her through a variety of companies, from luxury retail to airports to hospitality, cable, healthcare, and now the home furnishings industry. You’ll also learn how her passion for creating customer-focused cultures brings engaged employees, operational excellence, and thoughtful...
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Driving 30% Growth With CX At Breeze Airways
The Modern Customer Podcast
Breeze Airways made the 2026 TIME100 Most Influential Companies list. With more than 300 routes connecting 91 cities, how does it keep guest experience strong as it grows? This week on The Modern Customer Podcast, Dana Shapir, Chief Guest Officer at Breeze Airways, shares how she prepares teams for rapid growth and how AI helps them identify opportunities to improve aircraft turnaround efficiency. Catch the full episode! Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan...
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Must Love Dogs: The Coolest CX Case Study You Haven’t Heard Yet
The Modern Customer Podcast
Must love dogs. 🐾 This is one of the coolest customer experience stories I’ve shared on the podcast. This week on The Modern Customer, I’m joined by Neil Gill, CEO and president of Dogtopia, to talk about keeping care personal across more than 270 locations. We discuss training teams, building trust with dog parents, and using technology with a clear purpose: Taylor helps parents book meet and greets, while Dash tracks their dogs’ activity at daycare. Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on...
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How AI Connects Customer Feedback to Business Metrics
The Modern Customer Podcast
Customers tell companies what is working and what is broken every day. But that feedback often sits across support tickets, reviews, social media, chatbots, and other channels. When teams cannot connect those signals to business performance, they struggle to identify which customer issues require action. In this episode of The Modern Customer Podcast, Blake Morgan speaks with Skai Kang, Vice President of Customer Success at unitQ, about how AI can unify customer feedback and connect it to the metrics leaders track. Customer feedback creates business value when teams can see it, understand it,...
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Why Volkswagen Combined Marketing and CX to Grow Its Brand
The Modern Customer Podcast
At Volkswagen, existing owners can become “walking advocates” for the brand. So when the company thinks about a message or an audience, it also considers what that message says to the people who already have a Volkswagen in their driveway. That’s where bringing marketing and CX together gets interesting. The customer insights you use to improve the experience can also help shape how you position and grow the brand. This week on The Modern Customer, Rachael Zaluzec, SVP of Customer Experience & Brand Marketing at Volkswagen of America, talks about customer insights, brand growth, AI,...
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How Canva Connects AI Innovation to Customer Success
The Modern Customer Podcast
Canva has seen approximately 40 billion instances of AI usage across its platform. But adding more AI doesn’t automatically create a better customer experience. Customers still need to be able to find, understand, and use it. This week on The Modern Customer Podcast, I spoke with Rob Giglio, Chief Customer Officer at Canva, about why user interface innovation must keep pace with AI innovation. Canva measures customer success through monthly active use. When customers get value from the platform, they create more, publish more, and invite others to collaborate. That is an important reminder...
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How AI Speeds Up Support and Guides Service Teams
The Modern Customer Podcast
When you’re handling 120,000 support tickets a year, including requests from truck drivers who need help after hours, AI can fill an important gap. This week on The Modern Customer Podcast, sponsored by , , Support Operations Architect at , shared how the auto transport platform is using Botpress AI agents to extend customer support beyond regular business hours. Tune in to hear how Super Dispatch is putting AI-powered support into practice and to learn more about building AI agents with . Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist...
info_outlineIt’s no secret that modern customers crave personalization. Efforts to tailor experiences to customers’ needs are foundational to a strong CX strategy.
But the next step of personalization is here: hyper-personalization.
According to Raj Badarinath, CMO of Algonomy, hyper-personalization has three main characteristics:
- It focuses on individuals, not segments. Even if two customers have some similar qualities, they each have a unique experience that meets their exact needs.
- It creates experiences in real-time. Hyper-personalization delivers offers right when customers need them most.
- It uses AI and machine learning to improve over time. Hyper-personalization efforts get better as the technology and company learn more about each customer.
Instead of simply providing a certain experience for a customer depending on their demographic or preference segment, hyper-personalization considers the context to choose the right offer and experience in real-time. Hyper-personalization uses technology to look at countless variables and know what a customer is looking for and what they need at that exact moment.
Badarinath gives the example of a customer shopping in a store, likely while also using the store’s mobile app to look up products and get information. The store knows the customer’s preferences and that they are close by and can use hyper-personalization to send an offer that considers the context and meets their exact needs at that moment, perhaps by recommending a product that is relevant to what they are already buying or a discount on a brand they have bought in the past.
At the heart of hyper-personalization is strong digital solutions, especially around AI and machine learning. Badarinath says companies have to consider the digital maturity of their systems when making decisions. Some AI solutions only have the maturity of a three-year-old, while others have the maturity of a 30-year-old. That maturity impacts the decisions the technology makes and how it learns and grows. The same hyper-personalization strategy won’t work on all levels of maturity.
Although AI and technology are important, hyper-personalization is most effective with a human touch. The best companies provide their human employees with tools to access customer data and preferences in real-time to deliver those hyper-personalized offers human-to-human.
In today’s connected world, companies are no longer just competing against other brands within their industry—they are competing against every company. Hyper-personalization sets the standard and drives a strong customer experience and long-term loyalty to fuel business growth.
*Sponsored by Algonomy
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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the waitlist now for the new Customer Experience Community here.