Podcast: Electronic Arts On The Importance Of Personalization
No two gamers are created equal. Teenagers play video games, but so too do their parents and grandparents.
As a result, a company like Electronic Arts cannot make basic assumptions about its customers. It needs to understand its individual customers — and their unique habits and preferences — to deliver optimal experiences.
It needs to personalize.
In this new CCW Digital podcast, EA’s head of customer care John Pompei reveals how his organization achieves the necessary degree of personalization.
More broadly, he touts the importance of a player-first approach.
Listen below!
About CCW Digital
CCW Digital is the research and editorial arm of Customer Management Practice, covering the people, processes and technology behind customer contact. We publish verified data, operational case studies and lessons from the field for a community of 180,000 customer experience professionals.
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