Medallia’s personalization guide outlines four dynamic approaches to customer experience: responsive, segmented, situational, and individualized. Responsive personalization involves follow-up after an interaction using context-driven communication. Segmented personalization targets groups based on behavior and demographics. Situational personalization empowers frontline employees with real-time data to tailor live interactions. Individualized personalization uses AI to dynamically curate 1:1 customer experiences at scale. The guide emphasizes combining these methods fluidly based on business goals and customer journey stages to build trust, reduce friction, and boost engagement and loyalty.

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