In this day and age, things can be pretty scary out there.
Artificial Intelligence (AI) can be used to micro-target customers across a multitude of platforms at an all-time high, and because of this, it’s not surprising when consumers get creeped out at times. Not only that, there is also the persistent reports of data misuse by major social platforms and virtual assistants going rogue with personal information.
According to an InMoment 2018 CX Trends Report (free with registration) released earlier this year, 75 percent of consumers say that they find personalized brand experiences at least somewhat creepy, with 22 percent opting to look for other less-creepy brands and 9 percent saying they’d leave a negative review
Andrew Park, InMoment’s vice president of customer experience strategy says “there’s a fine line between ‘creepy’ and ‘cared for,’ and the emotional and financial impact of missing the mark can precipitate long-lasting damage to the customer relationship.”
How can marketers use personalization without going over the line?