The era of email@example.com is over—and the time for automated, conversational communications has arrived. Today’s consumers expect more from their most loved brands, and companies must evolve to deliver real-time engagement that satisfies customer needs and wants.
Eighty percent of consumers say no retailer or service provider has ever sent them a communication that felt overly personal. Just look at L’Oréal. When it launched its Makeup Genius app, customers didn’t cry foul at facial recognition. Instead, they leapt at the opportunity to engage with the brand in that way, demonstrating that audiences are hungry for personalized experiences that add value