Today’s customers expect a personalized experience, and you can’t efficiently offer personalization without automation. But too many brands automate to the point of over-personalization, which is a quick turn-off for most consumers. Yet, the fact remains that people find personalized content more appealing.
While personalization is excellent for providing your customers with individualized experiences, there’s a fine line between that and being intrusive. Meeting consumer expectations without infringing on privacy should always be the goal.
There’s no doubt that automation is beneficial to marketing and the customer experience in any executive's mind. It decreases workload by eliminating the need to perform repetitive tasks, which frees up precious resources for other endeavors.
However, automation isn’t a cure-all. Brands that believe otherwise can quickly lose the personal touch customers enjoy and appear more distant. In addition, relying too much on automation for personalization can dilute the strength of your message, causing the brand to sound intrusive.
Tech Partner Manager
Senior Partner Manager
Director of Customer Success and Deployment
Director of Product Marketing
Highly motivated, outgoing, and personable professional with 11 years of international experience across print, video and events.
Extensive knowledge of partnerships, technology, and e-commerce and deeply passionate about the intersection of talent, marketing, and technology.
Reyna is the Director of Customer Success & Deployment at Thankful. She loves documenting and building out processes and prides herself on her giphy skills. When making CS decisions, she keeps the end-user in mind and supporting the Thankful team to deliver excellent service.
Kim Masterson joined Okendo as Director of Product Marketing in September 2021. She’s product-centric, customer-obsessed and her team is on a mission to build the world’s best commerce enablement tech. Kim has experience at a range of companies from large enterprises to early stage companies and she believes strongly in the power of good technology to connect people and enrich their lives