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.