SEPTEMBER 2023 RELEASES
September 2023 Releases
20 Questions to Grade Your Personalized Customer Experience
The reason your human agents aren’t personalizing across channels the way they should be is probably because you’re asking them to be machines.
But they’re not. Nor should they be.
They’re likely tracking to volume-based goals. The data they have available to them is siloed and slow to be delivered. They have to bounce between 4 or 5 different tools just to interact with one prospect or customer…
They’re set up to be go-betweens, instead of just being set up to offer human support to humans who need it. It’s simply not sustainable.
For high-consideration industries like insurance, healthcare, education, and home services, delivering a personalized customer experience is no longer optional—it’s essential. But what does that really mean, and how can you do it at scale?
Here, we’ll define what it really means to personalize CX outreach in 2025, and highlight the 20 questions you can pose to yourself to score your own personalization efforts—helping identify how you can combine AI and human output to drive positive customer outcomes across every channel, all the time, at scale.
What is a Personalized Customer Experience?
We know “personalization” is a bit of a buzzword. Think of all the articles you’ve read telling you to, “tailor unique outreach based on customer behaviors and preferences,” or something similar.
Sure… But what does that actually mean? What does that actually look like?
From your viewpoint:
- Ingesting large amounts of first-party data, and utilizing the right tech to unify the data points that help build profiles for individual contacts—and update them in real time.
- Testing different paths of outreach (channels, timing, scripts, content, etc.) in real-time to know exactly when and how to connect with someone.
- Centralizing disparate outreach channels into as few tools as possible.
- Using AI to retrieve data, score interactions, and inform your agents of pertinent contact details.
- Blending in AI outreach and letting it continually learn and iterate, so you can personalize at any scale.
From your prospect/customers’ viewpoint:
They receive a message that acknowledges the precise stage of action they’re in:
- When they want it
- Through the right channel
- In a tone that matches their specific need
- With no lost context or redundancies across channels or messages
Perhaps most importantly in 2025, is that you’re able to do this at scale. That’s where your tech stack comes into play (more on that later).
Why Personalization Matters in High-Consideration Industries
According to Salesforce, 65% of customers expect companies to adapt to their changing needs and preferences, but 61% of customers say most companies treat them as a number.
80% of customers say the experience a company provides is as important as its products and services (and are more likely to make purchases from brands that deliver personalized interactions).
McKinsey even states that, “companies that grow faster drive 40 percent more of their revenue from personalization.”
Personalized CX matters for high-consideration industries because the decisions consumers make are more complex, and generally, more impactful.
In many, if not most cases, customer experience will be the sole decision point in a contact deciding to work with you.
There’s a lot that goes into each interaction:
Choosing a health plan, a new education program, pet insurance, life insurance… These are not easy decisions. People will have a lot of questions that are often delicate or very specific to their life.
There are also many events that play a part in every customer journey. For example…
- Healthcare services sending annual check-up reminders, appointment reminders, and updates
- Home services platforms scheduling appointments and confirming times with users
- Insurance companies responding to inbound queries, routing contacts to learn more about specific plans, payment reminders, etc.
How AI Powers a Personalized Customer Experience
Here’s the truth: AI agents (even phone agents) are getting really good at sounding and writing like humans.
That means you can build out your workflows so that your humans don’t have to try to be machines anymore.
Your people are extremely good at being human (go figure). AI agents are extremely good at being machines (also go figure). It’s kismet.
Humans can focus on being human and offering more hands-on support where needed, while AI acts as the machine—working through routine tasks and connecting dots between disparate workflows, data, and systems.
Using AI to Understand Customer Data
AI can process vast amounts of data to uncover patterns and preferences. For example, machine learning algorithms can analyze purchase histories, support tickets, and browsing behavior to predict future needs.
Automating Personalized Outreach with AI
AI enables businesses to send timely, relevant messages—e.g. an insurance company can use AI to remind a customer about policy renewal based on their engagement patterns.
Enhancing Human Agent Performance with AI Insights
AI tools like chatbots and recommendation engines can augment human agents’ ability to serve customers. Agents equipped with AI insights can offer more relevant solutions during interactions.
20 Questions to Answer to Grade Your Personalized Customer Experience
Maybe you’re not personalizing at all. Maybe your team is personalizing well, but you don’t have a great route to scaling.
Whatever the case, the real answer to whether or not your CX is personalized depends on what your tech stack looks like, which we can’t prescribe from afar. It’s relative. The answer to that question—i.e. “How good is your tech?”—would answer how close you are to being able to personalize.
If you are personalizing successfully, but need to scale, the answer to a lot of these questions will be, “incorporate AI,” or “add new software (so you can incorporate AI).”
To give yourself a relative CX personalization score, answer the following 20 categorized questions.
Consolidating Customer Data into Unified Profiles
- Have you gathered data from all key touchpoints (website, CRM, support logs)?
- Are you currently able to integrate this data into a single, actionable profile for each customer?
Using AI to Segment Customers Dynamically
- How well do you understand the different customer segments within your audience?
- Are you using real-time behaviors and historical data to dynamically group and route customers? (For example: Grouping customers by their purchasing journey stage.
Mapping the Customer Journey to Identify Key Touchpoints
- Have you visualized the complete customer journey from start to finish? Are you able to map this out for different customer paths?
- Do you know which touchpoints have the most potential for personalized engagement?
Automating Timely, Contextual Outreach
- Are you aware of the best times to reach your customers based on their preferences per channel?
- Do you use automation to schedule and send messages when customers are most likely to engage?
Personalizing Messaging Based on Real-Time Insights
- Are you adapting your communication to reflect the latest customer behavior, such as browsing patterns or purchase history?
- How quickly can you react to live data to personalize your messaging?
Leveraging Predictive Analytics for Proactive Service
- How effectively are you predicting your customers' future needs?
- Are you proactively offering recommendations before your customers ask for them? (For example: Recommending additional home services after a recent booking.)
Training Agents on AI Insights for High-Quality Interactions
- Are your agents equipped with AI-generated insights to improve interactions?
- Do you train your agents on how to use the insights you’re providing them with?
Monitoring and Optimizing Campaigns Continuously
- Are you continuously monitoring your campaigns, step-by-step, to understand their impact on CX?
- How well are you using real-time data and AI dashboards to adjust and optimize your strategies?
Testing and Iterating Personalization Strategies
- How often do you test new personalization approaches across phone, email, and SMS to identify more effective strategies?
- Are you actively iterating and running new tests, step-by-step, based on connection rates, conversion rates, call times, and other performance indicators?
Measuring ROI and Refine Based on Metrics
- Are you able to track the impact of your personalization efforts on customer experience, customer retention, and satisfaction?
- Do you have the right metrics in place to connect specific customer journeys back to ROI and make necessary adjustments across phone, email, and SMS?
Real-World Examples of Personalized CX in High-Consideration Industries
Healthcare: AI-Driven Patient Engagement
Hospitals use AI to send appointment reminders and health tips tailored to patient histories, improving adherence and outcomes.
Insurance: Tailored Policies Based on Customer Profiles
Insurance companies leverage AI to recommend policies based on customer demographics, behavior, and previous claims.
Home Services: Automating Proactive Maintenance Reminders
Home service providers use AI to predict maintenance needs, scheduling reminders before issues arise.
Metrics to Track the Success of Your Personalization Strategy
Conversion Rates from Outreach
Across channels, keep track of your agents' success with connecting with contacts when they reach out. How many dials or messages does it take to have a meaningful interaction with a prospect or customer?
Conversion Rates from Outreach
More personalized interactions should move prospects through the journey more quickly. That might look vastly different per industry (could be a meeting booked, appointment made, payment scheduled, plan selected, etc.), but it’s important to keep an eye on these metrics as you iterate new personalizations.
Customer Retention Rates
For high-consideration industries, there are many regular actions being taken post-conversion. Are you treating your customers well when they ask for support, schedule follow-ups, or miss payments and appointments?
Meeting your customers where they want to be met will show directly in your retention rates. As you learn to excel with personalization, your retention rates will assuredly rise.
Net Promoter Score (NPS) / Customer Satisfaction Score (CSAT)
On a more macro-level, NPS and CSAT are the driving definers of your personalization efforts. If these scores are low or dropping, it means your customer experience needs to better connect with your customers.
These should be two anchor metrics you use to measure whether your personalization efforts are working.
The Future of Personalized Customer Experience
AI is revolutionizing how businesses approach personalization, especially in high-consideration industries, where every interaction matters.
Hopefully the 20 questions above provided some insight into the next steps you need to seek to continue scaling your personalization efforts.
Regal’s AI Agents and CX tools currently help companies across healthcare, insurance, local services, financial services, and legal better combine AI and human agents to personalize, scale, and continuously improve with every interaction.
.png)
Latest Blog Posts
.jpg)
.avif)
AI Emotional Intelligence: How AI Voice Agents Can Keep Calm and Carry On
Learn more about how AI emotional intelligence allows artificially intelligent voice agents to create emotion-regulated interactions using empathy, while keeping their cool even in heated situations, ensuring calls stay on track and productive.
.avif)
6 Examples of How Giving Agents Insight into Each Buyer’s Journey Leads to More Delightful Contact Center Interactions
Discover 6 real-world examples for how high-consideration B2C companies are arming their agents with real-time customer data to drive more effective sales, support and retention interactions across industries.
5 Ways to Improve Agent Productivity by 5X and Boost Your Outbound Contact Center Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
.avif)
8 Strategies to Improve Call Answer Rates by 40%
Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!
.avif)
What are the Best Use Cases for AI Voice Agents in Your Contact Center
As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.
Insurtech Insights Presentation: Using Regal to Drive Revenue Across the Policyholder Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
The Next Step Forward in AI will come from Consumer Businesses
Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.
B2C Sales Podcast Episode 7: Innovating on Patient Care with Cadence CTO, Eric Hauser
Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.
B2C Sales Podcast Episode 6: The Future of Conversation AI with Balto CEO Marc Bernstein
Discover the transformative power of AI in conversations and how Regal's cutting-edge technology is reshaping call analysis and optimization for enhanced customer experiences with Balto's Marc Bernstein on our B2C Sales Podcast.
eBook: How 3 Industry Leaders, SoFi, Perry Health & AllState, Treat Millions of Customers like One in a Million
Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."
.jpeg)
Introducing Collaboration-Native Features to CCaaS
Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.
How Regal.io is Turning the $40B CX Industry on Its Head
Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.
Major Changes to SMS and Branded Caller ID Regulations will Improve Customer Experience
Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.
Announcement: Regal Conversation Intelligence
Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.
What’s the difference between Caller ID, CNAM, and Branded Caller ID?
Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.
How Regal Helps Consumer Lenders Achieve Growth in Tough Times
Our Co-Founder & CTO, Rebecca Greene, spoke with journalist Tony Zerucha at the recent Fintech Nexus USA 2023 event about how consumer lenders are using personalized phone and SMS sales outreach to obtain growth despite high inflation and rising interest rates.
Q&A with Perry Health’s Scott Chesrown
Get behind-the-scenes insights about Perry Health’s 23% revenue increase with Regal.io. Perry Health’s Scott Chesrown sat down with Regal.io and discussed how they implemented outbound sales technology, integrated new capabilities into their process, and built on their early success.
Drive More Contact Center Revenue With These 6 Holiday Tips
It’s the holiday season and you’d like to hit your December revenue goals. Outbound B2C sales during the holidays can be a major performance driver – if you're prepared and you have the right tools in place. Use these seven tips to get your outbound B2C sales in shape for holiday success.
.avif)
.avif)
.avif)
Supercharge your customer engagement capabilities with the Regal <> Braze integration
Existing B2C sales, service, and retention teams can now leverage Braze’s cross-channel messaging capabilities with Regal’s outbound phone & SMS sales platform to personalize their outreach, drive better customer outcomes, and ultimately generate revenue for the business.
Meet Regal Call Branding™: Branded Caller ID that Reaches 400 Million Devices in the US from One Solution
We are excited to announce Regal Call Branding™ including Branded Caller ID. Available on all 400M wireless devices in the US (as well as most of Canada and the UK), Regal Call Branding™ puts you in control of what people see when you call their cell phone – including showing your brand and/or logo.
Treat your customers like royalty
Ready to see Regal in action?
Book a personalized demo.
Thank you! Click here if you are not redirected.
Oops! Something went wrong while submitting the form.
