Little things can truly make a big difference in the customer experience today. Customers expect organizations to understand their individual needs. Info-sense, a top trend in customer service, is the ability to utilize data to understand the individual needs of your customer and personalize their service.
Here’s an Ignite talk I did in San Diego:

Today’s Lagniappe (a little something extra thrown in for good measure) – Here is a video on how¬†Westpac uses “Know Me” to¬†enhance the customer experience and increase market share.