GoKawiilEntrepreneur contributor urges firms to use existing data to fix personalization gaps
A business consultant writing for Entrepreneur argues that companies often confine personalization to marketing efforts like birthday emails and loyalty tiers, while customer service reps remain blind to who they're speaking with. The author calls this approach 'Customer ME Experience' and recommends mapping customer journeys based on actual behavior rather than internal org charts, pointing to workarounds like screenshotted emails or shadow spreadsheets as signals of where systems fail customers and employees alike.