Hyperlocalisation — adapting CX for cultural relevance in diverse markets In this podcast, we discuss hyperlocalization in customer experience (CX), explaining how brands must adapt to cultural and regional differences to build trust and loyalty. Susan highlights the importance of understanding unique customer needs beyond country borders, usingexamples like Netflix's predictive personalisation and WeChat's localised campaigns. Susan warns against assuming cultural universality and emphasises the need for data-driven segmentation, inclusive design, and technology like AIand machine learning to effectively implement hyperlocal strategies.
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