Most personalisation initiatives fail to improve customer experience - Interview with Jan Jensen of CXense

Today’s interview is with Jan Jensen Chief Marketing Officer at Cxense, a software as a service company that is enabling many of the world’s leading media, e-commerce and consumer brands to take control of their audience data to deliver more engaging and personalized user experiences. Jan joins me today to talk about personalisation, why many initiatives in this space fail, what firms can do about it and what role data and privacy concerns play. This interview follows on from my recent interview – Using analytics, decisioning and robotics to improve the employee and customer experience – Interview with Kerim Akgonul of Pega – and is number 183 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.