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20th October 2013
According to our poll, 87% of contact centres already have implemented, or have plans to implement, some form of personalisation strategy.
In addition, not one of the 100+ industry professionals surveyed admitted to dismissing the notion completely in their contact centre.
Poll – Does your Contact Centre have Some Form of Personalisation Strategy? – answers
We’re already doing it – 42%
In the plan for the next 12 months – 27%
On the horizon – 18%
No plans – 13%
We’ve rejected the idea – 0%
Source: Call Centre Helper webinar: Customer Experience: Making it personal Sample size – 138 Date: February 2013
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
