The difference between personalization and customization in retail CX

The difference between personalization and customization in retail CX

Retailers often use the terms ‘personalization’ and ‘customization’ interchangeably. In reality, these two terms provide vastly different benefits to the customer experience, both in-store and online.
In short, customization is all about the products while personalization is all about the people. • Customization allows the consumer to assume the role of creator by adding a monogram or choosing sneaker colors. Read more…