Personalization and Humanization: Serious about customer engagement? Then you need them both | ZDNet

We spend a lot of time on personalization of the customer’s experience, but as the customer demands more control over their choices and greater levels of interaction and better experience with the company, humanization comes to the fore. What’s the difference between personalization and humanization and why are both necessary? Paul Greenberg responds.
— Read on www.zdnet.com/article/personalization-and-humanization-serious-about-customer-engagement-then-you-need-them-both/