Today’s CX buzzwords - including “eliminating silos”, “customer delight” and “personalization” - all date from around the end of the Cold War, when American firms were looking to gain an edge to fend off global competition. Today, we have the technology to deliver a personalized experience - but can that technology match a human being when it comes to appreciating personal characteristics and preferences? This dichotomy between human and machine comes up repeatedly in talk of customer experience. And right now, machines aren’t popular.

IT is facing a legitimacy crisis as we find more societal ills to pin on it. Computers stand accused of stealing jobs from humans, killing people (in the case of autonomous vehicles), triggering financial crashes through automated trading, and exposing personal data to sinister forces - from cyber-criminals to rogue dictatorships. Given this, can CX professionals find a happy medium to deliver personal experiences via digital media? Download this paper to find out.