Who’s Really Doing Personalization Right? (Hint: It’s Not You—Yet)

Who’s Really Doing Personalization Right? (Hint: It’s Not You—Yet)

You’re probably not doing personalization right.

Got your attention? Good. Here’s the deal: I’m not saying you’re doing personalization wrong—but if you think your brand is truly personalized, you might want to take a closer look.

Why? Because if your “personalization” still feels like a generic, one-size-fits-all experience, you’re not alone. And that’s a problem.

So here’s a question: If your brand claims to be personalized, why does it feel like a marketing gimmick? Many brands say they’re customer-centric, but far too often, they miss the mark. It’s like calling yourself a chef because you can microwave a frozen dinner. Personalization isn’t just a buzzword—it’s an opportunity to actually deliver something that matters.

Take a look at a company that’s doing personalization right—Syntilay, a footwear brand that’s taking personalization to the next level by using AI and 3D printing to create shoes tailored to each individual customer’s preferences. This isn’t just about “customizable” options; it’s about delivering something deeply personal, made to order, with a rapid turnaround that traditional brands can’t compete with.

In fact, Syntilay’s use of AI has reduced production time from 18 months to just 2-3 months while still delivering products that feel tailored. This shows how leveraging technology enables brands to deliver exceptional customer experiences by meeting needs quickly and at scale. As Ben Weiss, the founder of Syntilay, explains, “About 70 percent of the shoe was done with AI.” * Their innovative process allows customers to feel like the product was designed just for them—because it truly is. This is Doing CX Right®: creating a deeply personal experience that combines innovation and customer-centricity.

Personalization Isn’t a Trend—It’s the Future of Customer Experience (CX)

The truth is that most brands are stuck in the past, tinkering with small tweaks to appear personalized but missing the mark. Real personalization is about creating something that speaks to each customer’s unique needs—not just adding their name to an email.

True personalization is about designing solutions, services, or products that fit into a customer’s life in a seamless and meaningful way. When done right, customers feel like the brand understands them. This is the future of customer experience. Companies like Syntilay have proven that when you invest in delivering real-time, individualized experiences, you set the foundation for long-term loyalty.

The Dinosaur Approach: Holding on to Old Personalization Tactics

Let’s face it: If your brand is still relying on traditional methods to personalize experiences, you’re stuck in the past. Many big players still cling to outdated systems that take months to roll out products—costly, slow, and inefficient.

Meanwhile, companies like Syntilay are using AI to change the game. Joe Foster, co-founder of Reebok, said it best about Syntilay: “We’re making change… People will look; people will ask questions. I think Syntilay has the possibility to become the new kid on the block—the one that’s going to change things. People are going to think differently.” * The future of customer experience isn’t about waiting for a product to be delivered—it’s about creating the product, in real-time, for each customer. That’s the kind of personalization that drives long-term loyalty. If you’re not doing it this way, you’re falling behind.

What Doing CX Right® Means in a High-Tech World

It’s about using technology—like AI and 3D printing—to scale personalization in a way that’s fast, flexible, and sustainable. AI isn’t just a tool for marketing campaigns; it’s a game-changer in product design, manufacturing, and delivery.

For instance, Syntilay’s ability to go from an idea to a 3D-printed shoe in months—without overproduction or waste—is the kind of efficiency and customer-first thinking that all businesses can adopt. By focusing on the customer journey at every stage of product development, brands can deliver both exceptional experiences and a sense of uniqueness that’s hard to replicate.

Personalization doesn’t happen in a vacuum. It’s not just about offering customers a handful of color options. It’s about a business model that treats every customer as an individual and starts with rethinking how products are designed, produced, and delivered.

Here’s how you can start to do personalization right:

  1. Rethink Product Creation: Use AI and other technologies to design products that cater to individual customer preferences.
  2. Streamline Production: Adopt flexible manufacturing processes, like 3D printing, to reduce production times and minimize waste.
  3. Focus on the Customer Journey: Ensure every touchpoint is personalized, from marketing to sales to customer service.
  4. Embrace Data: Leverage customer data responsibly to inform your personalization strategies.
  5. Stay Agile: Be ready to adapt your personalization tactics as customer preferences evolve.

By implementing these strategies, you can move beyond superficial personalization and start delivering experiences that truly resonate with your customers.

Remember, Doing CX Right® is about more than just keeping up with trends—it’s about setting the standard for what personalization can and must be.

*Source: Sicard, S. (2024). Why Reebok’s Co-Founder Is Jumping Feet First Into AI-Designed Sandals. Inc.com

 

Let’s talk about how you can get ahead and create the experiences that your customers actually want. No need to guess!

Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires

Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Struggling to Leverage AI in Customer Service Without Losing the Human Touch?

Feeling overwhelmed by the rapid advancement of AI in customer service and rising costs of everything in your business? You’re not alone. This episode is packed with actionable tactics to help you not just think, but DO CX Right! Learn how to seamlessly integrate AI without sacrificing the human element that makes customer interactions meaningful and profitable.

Host Stacy Sherman teams up with Eric Skeens, CEO and co-founder of Three Tree Tech, to explore the transformative power of AI in customer service. They reveal practical solutions and insights to help you navigate this complex terrain and enhance your customer experience strategy while reducing costs.

Key Questions Explored:

  • How can AI in customer service empower leaders and improve customer experience?
  • What’s the right balance between AI and human interaction in customer service?
  • How can companies implement journey management effectively with AI?
  • What are the key considerations for data security in AI-driven CX initiatives?
  • How can organizations break down silos between IT and CX teams to optimize AI use?

Critical Insights Shared

  • Doing CX Right means empowering others and being human in all interactions, even with AI in customer service.
  • AI must be viewed as a tool to enhance relationships, not as the focus itself.
  • AI can augment human capabilities, allowing for more meaningful engagements in customer service.
  • Journey management is crucial for ensuring AI solutions solve real problems.
  • Creating memorable moments is more important than striving for perfection in every interaction.

Key Topics Discussed

  • The role of AI in customer service and its impact on customer experience
  • Journey management and its importance in AI-driven CX
  • Data security and its impact on customer trust in AI applications
  • Breaking down silos between IT and CX teams to leverage AI effectively
  • Leadership qualities for success in the AI-driven CX landscape

Practical Takeaways

  • Implement conversational AI to handle routine inquiries and free up human agents for complex tasks
  • Map out your customer journey and identify pain points before implementing AI technology
  • Regularly test your own customer experience to understand areas for improvement
  • Focus on creating standout moments that will stick with customers long-term
  • Leverage AI to gain insights from customer data while ensuring proper security measures

Companies mentioned and why:

  •  Three Tree Tech: Eric Skeens’ company, focused on empowering leaders through technology and AI
  • ELISE AI: Conversational AI technology used in the property management case study
  • Walled AI: Mentioned for its role in addressing cybersecurity concerns in AI implementations
  • Sierra: Highlighted as a unicorn company in the data security posture management space

Leadership Advice

  • “Be a human” in all interactions, even when using AI in customer service
  • “Eat the frog first” – tackle difficult tasks head-on
  • Develop grit and perseverance to push through challenges

Looking Ahead: Industry Predictions About AI and Customer Service

  •  Increased integration of AI in customer service and data analytics in CX initiatives
  • Better collaboration between IT and CX teams to leverage AI effectively
  • Emergence of new revenue streams through strategic use of customer data
  • Growing importance of data security in maintaining customer trust in AI applications

Ready to make AI work for you, not against you? Listen now and take notes. There are a lot of gems shared!

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About Eric Skeens:  

He is the co-founder of 3 Tree Tech in Portland, Oregon. Eric is a platform-agnostic tech researcher transitioning siloed organizations into automated DevOps-centric businesses. Skeens is a lifelong learner and technologist with an appetite for disrupting standard operating parameters many tech leaders fall victim to. Informally, he has been in technology for all his life thanks to his father’s curiosity with all things computers and systems, specifically, HP Non-Stop (fka Tandem). Formally, he has been a disruptor within different companies for over 15 years, everything from software to infrastructure to telecom. He co-founded 3 Tree Tech with Bob Kingery, knowing that their combined desire to simplify technology for the business leaders of enterprise companies would be instrumental in breaking the mold of poor customer experience coupled with lackluster technology hardware, software, and services. Connect with Eric on  — LINKEDIN

 

About Stacy Sherman: Founder of Doing CX Right®‬

Stacy is a professional speaker, advisor, and passionate advocate of customer experience (CX) excellence. As the founder of Doing CX Right®, she has dedicated years to answering one critical question: What does it mean to “do CX right,” and how can businesses consistently deliver it?

Exceptional customer experience isn’t just a feel-good effort—it’s a driver of measurable business growth and a key to thriving in the AI era. With over 25 years of leadership at brands like Liveops, Schindler Elevator, Verizon, Wilton Brands, and AT&T, Stacy has achieved record-breaking NPS improvements, safeguarded $3B in customer portfolios, and earned recognition as a Top 10 Global Guru and Top 25 CX Thought Leader. Through her award-winning Doing CX Right® podcast, LinkedIn Learning courses, and best-selling books, she strengthens customer relationships and removes barriers to growth. She delivers transformative experiences that differentiate brands while enriching lives.

Need help? Schedule time.

Are you Doing Customer Experience (CX) Right?

Is your customer experience creating loyal advocates who genuinely love your brand? Are your employees inspired to champion your mission, while others in your industry view you as the gold standard they strive to reach?

Exceptional customer experience isn’t just a feel-good effort—it’s a driver of measurable business growth.

Take Stacy’s Customer Experience Assessment to uncover:

  • Barriers limiting your brand’s growth and impact.
  • Factors that drive stronger customer connections and deeper loyalty.
  • Strategies to create meaningful experiences that set your brand apart.

Your customer experience has the power to transform your business and define your market position. Don’t leave it to chance.

Keyword themes: Doing CX Right podcast business  sales customer. ROI    customer service and AI customer loyalty employee experience and company culture

AI Meets Human Touch: Redefining Customer Experience

AI Meets Human Touch: Redefining Customer Experience

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch?

Wondering how to integrate AI without losing your team’s trust or overwhelming customers?

In this episode of Doing Customer Experience Right, host Stacy Sherman and CX expert David Singer, Global VP at Verint, share answers to these questions, plus strategies for balancing advanced AI with genuine human interactions. 

AI and Customer Experience Topics Discussed:

  • How technology can enhance CX beyond the traditional metrics, integrating seamlessly into daily customer interactions.
  • The importance of overcoming the fear of change, and how gradual implementation of new tools can lead to significant improvements.
  • Real-world examples of how AI in quality management has resulted in fairer employee evaluations and better customer experiences.
  • Strategies to balance speed and quality in customer service, ensuring timely yet meaningful interactions.
  • Leadership insights on inspiring teams rather than just inspecting their work, fostering an environment of empowerment.
  • The direct impact of treating employees well on delivering exceptional customer experience.
  • How advanced technologies like Generative AI can handle routine tasks, freeing up human agents for more complex, empathy-driven interactions.

    Whether you’re a CX leader, a business owner, or a AI technology enthusiast, you won’t want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today’s competitive landscape.

    Press Play  To WATCH On Youtube

    Special thanks to Doing CX Right® podcast sponsor Verint.

    If you’re not familiar with Verint, the company uses AI to solve your most pressing CX automation challenges in the contact center and beyond. With its open CCaaS platform, you can rapidly increase agent capacity and elevate your customer experience, seeing outcomes in weeks rather than months or years.

    Learn more about CX automation and how to leverage these solutions to improve business outcomes at Verint.com. Plus, attend the Verint Engage event for actionable strategies and valuable connections to boost your results.

    The can’t-miss CX event of the year

    Verint Engage Event for Customer Service Professionals and Technology AI Leaders

    Join Verint Engage 24, the premier CX Automation Conference, for CX professionals looking to harness conference for CX professionals looking to harness AI, optimize customer engagement strategies, and fully utilize Verint solutions. Gain insights from industry experts, explore the future of AI-driven CX, and network with leaders across various industries to drive your business success.

    About Dave Singer:  

    Dave Singer, Global Vice President at Verint, drives the GTM strategy for Verint’s Workforce Engagement solutions and the Verint Open Platform. The strategy is based on developing innovative messaging and offerings, both partner and direct, that support customer-centric differentiation and align value with customer needs and expectations. Singer joined Verint in 2002 and has held a variety of roles. Before Verint, Singer was Principal at eLoyalty and software architect at IBM.

    Connect with David on LinkedIn.

    Learn more about featured sponsor Verint and the ways CX automation can improve your business results.

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

    Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Keyword themes: Doing CX Right podcast business customer service  sales customer experience Artificial Intelligence

    Transforming Healthcare – Proven Customer Experience Strategies

    Transforming Healthcare – Proven Customer Experience Strategies

    Doing CX Right podcast show on Spotify with host Stacy Sherman
    DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
    Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
    Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

    Is The Healthcare System Truly Designed with Patients At The Center?

    In this Doing CX Right podcast episode, host Stacy Sherman and Miya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and creating systems that prioritize patient needs.

    From leveraging behavioral science to responsibly using AI, this conversation is filled with actionable strategies for enhancing patient experience. By the end of this episode, you’ll gain valuable insights on how to improve accessibility and create customer-centered experiences that drive real impact.

    Strategies for Improving Patient Experience:

    1. Invest in Understanding Patients: Take the time to understand the specific needs and motivations of different patient groups. This involves conducting thorough research and engaging with patients to gather insights.

    2. Address Access Issues: Work on solutions to improve access to healthcare services, especially for underserved communities. This could involve partnerships with local organizations, telehealth services, and policy advocacy.

    3. Leverage Behavioral Science: Use behavioral science methodologies to design interventions that effectively change patient behaviors. This can lead to better health outcomes and higher patient satisfaction.

    4. Ensure Consistency: Strive for a consistent patient experience across all touchpoints. This requires coordination and communication across different departments and teams within the organization.

    5. Responsible Use of AI: Integrate AI into healthcare processes thoughtfully and responsibly. Ensure that AI tools are well-tested and validated, and always provide an option for patients to interact with human healthcare providers.

    Whether you are a healthcare provider, a patient advocate, or someone interested in the healthcare industry, these strategies offer a roadmap for enhancing patient care and satisfaction. As Miya aptly puts it, “CX can be used anywhere, but where it works really well is where you need to understand the motivation and needs of customers and be able to address them.”

    Press Play  To WATCH On Youtube

    If you like this episode, check out another show about “Curing the Healthcare Crisis: A Prescription for Better Patient Experiences,” featuring Sharon Weinstein.

    About Miya Gray:  

    Miya has practiced Customer Experience across the healthcare ecosystem in large and small(er) organizations for 20+ years, serving as both a strategic and operational leader.

    Currently, Miya is the Vice President of Customer Experience and Engagement (CX&E) at Pfizer. In this role, Miya and the CX&E team partner across Pfizer to design and deliver meaningful experiences, leveraging core capabilities of research and insights, customer experience strategy, human-centered design, experience measurement, and enabling adoption of innovative digital capabilities. Through cross-functional collaboration, Miya seeks to create the next generation of integrated experiences for patients, healthcare providers, partners, and Pfizer colleagues. 

    Previously, Miya served in a variety of senior and executive leadership postions at healthcare startups Apervita and BrainScope, as well as Surescripts, a nationwide health information network.  

    Miya holds a Master of Science in Engineering Economic Systems & Operations Research from Stanford University and a Bachelor of Science in Electrical Engineering from Rensselaer Polytechnic Institute. Connect with Miya on Linkedin.

     

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

    Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Keyword themes: Doing CX Right podcast business customer service  ustomer experience Artificial Intelligence Healthcare

    The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success

    The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success

    Doing CX Right podcast show on Spotify with host Stacy Sherman
    DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
    Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
    Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

    Why and How To Effectively Celebrate CX Day and Customer Service Week with Stacy Sherman

    In this episode, host Stacy Sherman, a global speaker and CX expert, explores the powerful impact of CX Day and Customer Service Week. Unlike new technologies or flashy marketing, these annual events offer transformative opportunities to unite your organization and elevate your customer experience.

    Stacy shares insights on how celebrating these occasions can redefine your company culture, align your team, and deepen customer relationships. You’ll also hear insights from her conversation with Greg Melia, CEO of the Customer Experience Professionals Association, about the origins and significance of this special CX occasion.

    From heartfelt CEO messages to handwritten notes and social media highlights, discover cost-effective strategies to make CX Day and Customer Service Week truly impactful. Empower CX champions within departments, invest in ongoing training, and use real customer stories to inspire and build loyalty.

    Remember, these events are more than just celebrations—they are opportunities to create a lasting, company-wide commitment to exceptional customer experiences.

    Timestamps:

    • [00:00:04] Welcome and Introduction
    • [00:01:02] The Crisis and Opportunity in Customer Experience
    • [00:02:18] The Importance of CX Day and Customer Service Week
    • [00:03:17] Conversation with Greg Melia, CEO of CXPA
    • [00:04:31] Strategies to Make CX Day Impactful
    • [00:06:33] Formal Recognition Programs
    • [00:07:40] Empowering CX Champions and Continuous Training
    • [00:08:35] Feedback and Continuous Improvement
    • [00:09:38] Transforming Company Culture
    • [00:10:34] How to Reach Stacy Sherman to support your company culture initiatives

    Get the Latest CX and Customer Service Experience Insights:

    Subscribe to the Doing CX Right®‬ newsletter and stay updated on the latest strategies for enhancing your customer experience as a key brand differentiator.

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

    Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Keyword themes: Doing CX Right podcast business customer service  sales customer experience CX Day Customer Service Week. CXPA