The care of one Hyperpersonalization of customer care
June 2020

The care of one: Hyperpersonalization of customer care

Hyperpersonalization will be the new proving ground in customer care. This compendium lays out four key drivers that organizations must be prepared to integrate by 2025.



The vision for 2025: Hyperpersonalized care and ‘care of one’

– Personalization—and the empathy and connection that go with it—are more critical than ever. What will it take to meet customer’s expectations in 2025 and beyond?

Articles in the issue


The future of customer experience: Personalized, white-glove service for all

– The next horizon of customer service will be built on individual customer profiles, enabling companies to quickly resolve issues... and even prevent them from occurring.

Redefine the omnichannel approach: Focus on what truly matters

– Many companies try but fail to build an omnichannel experience for every channel and customer. Leaders should instead limit their... focus to the top two or three cross-channel customer interactions.

Technology and innovation: Building the superhuman agent

– The latest tools have the potential to transform the performance of contact center agents. Understanding how to apply these technologies... before, during, and after customer contact is the first step.

Customer care: The future talent factory

– Customer care employees can bring invaluable customer insights and expertise from the front lines of customer service to positions... in other areas of the organization.