Hyper-Personalised CX:Are We There Yet?

Have you noticed that hyper-personalisation has suddenly become the phrase of the moment? It’s everywhere, a shiny headline promise that suggests we can deliver perfectly tailored experiences at scale, instantly, and with absolute precision.

But when we spoke with CX consultants, support specialists, and BPO leaders, a very different picture emerged. Many organisations aren’t entirely sure what hyper-personalisation actually means, let alone how to operationalise it in a way that feels meaningful for customers.

For most, personalisation still looks like auto-inserting a first name into an email. A few have progressed further, using behavioural data to make smart recommendations or anticipate needs. But true hyper-personalisation, the kind that adapts to an individual’s context, timing, emotional state, and value, remains rare. Not because the technology isn’t there, but because the strategy, culture, and operational maturity around it simply haven’t caught up.

Simply Contact asked me to talk about this very topic and co-collaborate on what would become, this white paper. We break down the full hyper-personalisation stack across eight sections, from data readiness and predictive models to measurement frameworks and the ethical boundaries every organisation must respect. But we keep it practical too. We explore what it takes to enable teams, close the gaps between data and action, and build feedback loops that genuinely represent customer needs.

Because hyper-personalisation isn’t a feature. It’s a capability, and it only works when the organisation, the culture, and the people are ready for it.

You can read the full white paper here.

Happy CX-ing,