Why Customer Engagement Is Still Too Slow to Be Personal

Brands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful customer signal into the right action can still take too long.  In this CX Today interview, Rhys Fisher speaks with Kabir Shahani, Co-Founder and Co-CEO of Amperity, about Pér, Amperity’s new customer data agent.  Shahani explains why customer engagement often slows down after a business spots the signal, as information passes between analytics, marketing, service, and activation teams.  He also shares an early MacKenzie-Childs use case, where Pér analyzed survey feedback to identify customers connected to wedding and registry purchases and proposed a possible engagement journey.  The conversation explores:  Why fragmented customer data still creates slow decision-making  How Pér moves from investigation to recommendation and approval  The difference between generic AI tools and specialized customer-data intelligence  Why brands need evidence, permissions, and human approval before acting  How to avoid intrusive outreach, including promotions during unresolved service issues  When personalization is useful and when restraint is the better customer experience