The Do’s and Don’ts of Personalization

A Cheat Sheet for Marketers, CX Pros
and the Rest of Us


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Say it with us: Personalization is not just adding your customer's first name to an otherwise generic message.
When it comes to personalizing content to improve the customer experience — and drive ROI — there’s a right way and a wrong way to do it. In this handy cheat sheet, we’ll cover both, including plenty of examples so you know what works and what doesn’t.

What We’ll Cover


When and where to personalize throughout the customer journey


The types of content you should and shouldn't personalize to boost CX


A quick checklist of do’s and don’t to help you refine your strategy

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