Chiltern Rail - What is personalisation?

Chiltern Rail - What is personalisation?

At the 3rd annual 20:20 CX Summit, Thomas Ableman, former Commercial Director at Chiltern Rail, interrogated the concept of personalisation and why this buzzword must be treated cautiously. Arguing for action and insight over programmes that pay lip service to personalisation without properly defining what it is, Thomas offers the three key questions your personalisation activities must be able to answer.

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