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Insight
Title:
Personalisation and gamification can increase customer engagement
Description:

Soon customers will come to realise that organisations that don't personalise their user experiences are more interest in what is convenient to them than in what is helpful to their customers.

Gamification can be used to move and reward customers through small steps - not just transact or don't transact. Gamification can be used to ensure customers don't get the same messages at every interaction but instead always get something new: a recommended next best action, based on all of the other actions they've taken so far.

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