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Formation.ai CEO reminds CX leaders not to forget about the once-a-year customer

Formation.ai CEO reminds CX leaders not to forget about the once-a-year customer

Formation.ai personalization

From a brand’s point of view, the ideal customer experience is probably one in which people come often and spend often, but Formation.ai’s CEO foresees an economy where winning firms learn the art of attracting customers who may only purchase once a year.

Based in San Francisco and focused on the use of technologies like machine learning to offer 1:1 personalization in marketing, Formation.ai (or simply Formation) aims to help companies create a “segment of one.” This could reflect that in some categories — including furniture and  travel bookings — some buyers might have

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