How To Avoid The 'Personalization Trap': When AI Scales Errors, Not Impact
Salesforce, Thursday, October 9th, 2025
Agentic personalization only works when your customer profiles are unified and accurate
Last week a national insurer sent Dinasha an email that missed on three basics. First, it addressed her by her maiden name, a name she legally changed 20 years ago. Second, it promoted a motorcycle policy, even though she's never held a C-class license or ridden a motorcycle. And finally, it showed no awareness that she switched her insurance to a competitor a decade ago.