Geopolitical turmoil and consumers’ pessimism about the economy had brought down sales at fast-food giant Yum Brands, the parent company of Taco Bell, Pizza Hut, and KFC. To tackle this challenge, Yum Brands turned to AI, to implement personalisation at scale and reconnect with its customers. In the pilot project, they observed a double-digit increase in consumer engagement.
“And mind you, it was within a limited channel,” said Joe Park, Chief Digital and Technology Officer at Yum Brands in an interview for Wall Street Journal. “We see so much opportunity as this could expand into other areas for customers, whether through the app, the drive-through kiosk, and beyond.”
This highlights a critical shift in how businesses are approaching growth. Scaling operations alone is no longer sufficient – personalisation is now a baseline expectation for most consumers.
Companies across industries are now exploring tools and strategies that make personalisation scalable. Wolken, for instance, has helped businesses deliver meaningful customer experiences while leading to upwards of 50% savings in operational costs.
Here’s how you can achieve hyper-personalisation at scale:
1. Unify Customer Data
The foundation of personalisation lies in data. Without reliable and accessible customer data, no personalisation strategy can succeed. Operating on disparate systems that do not communicate with each other will only create barriers.
The first step, therefore, is to integrate customer data into a single, unified platform accessible to decision-makers.
For instance, Wolken’s Customer Service Management (CSM) unifies customer data from various touchpoints—such as customer support tickets, social media interactions, and purchase histories—into a single platform.
By doing so, it allows businesses to create a 360-degree view of the customer, enabling better insights and decision-making.
Brocade, a global technology company specialising in storage networking products, partnered with Wolken to simplify its customer service desk. Wolken’s Enterprise Service Desk cloud enabled Brocade to:
- Reduce ticket resolution cycles significantly, meeting SLA requirements.
- Use modular architecture and REST APIs for quicker integration and deployment.
- Manage over 200 agents and service 100,000 end users, all while replacing Salesforce’s platform with a faster and cost-effective solution.
2. Streamline Multichannel Engagement
For personalisation to work at scale, it is important that customers experience the same level of meaningful interactions across all channels. Managing multiple tools often overwhelms teams and leads to fragmented customer experiences.
Wolken simplifies this with its multichannel customer engagement capabilities, enabling businesses to deliver consistent, context-aware support across email, chat, and apps.
M.Tech Pro, a leading cybersecurity and network solutions provider, needed a solution to manage multilingual support requests and streamline customer service across various channels. Wolken implemented a multichannel contact centre platform that:
- Improved agent productivity by 25% through improved navigation and an intuitive UI.
- Delivered real-time insights to prioritise incidents, improving response times by 15%.
- Allowed seamless monitoring of tickets and requests across multiple platforms, ensuring consistency in engagement.
By centralising customer interactions and providing actionable insights, Wolken helped M.Tech Pro create a unified, efficient, and customer-friendly service experience.
3. Use AI for Engagement
In 2025, businesses that aren’t using AI to their advantage are falling behind. Wolken’s AI-powered solutions, such as the AI Co-Pilot, analyse real-time data to suggest next-best actions for support teams. These features ensure that customers receive timely and relevant assistance, improving both satisfaction and loyalty.
Eastspring Investments, Prudential’s asset management business in Asia, partnered with Wolken to optimise its enterprise service management. The transformation delivered:
- A 30% faster resolution time for service and change requests.
- Automation of workflows that spanned multiple departments, minimising manual intervention.
- A user-friendly, configurable platform integrated with legacy systems like Lotus Notes
Bringing It All Together
Generic, one-size-fits-all approach to customer experience is no longer enough – each customer wants to feel understood.
With Wolken’s solutions, businesses can deliver hyper-personalisation at scale. By unifying customer data, crafting personalised content, and leveraging AI for proactive engagement, companies can meet their customers where they are, creating lasting connections and driving growth.
The question is: How will you make personalisation work for your business?
Author:
Sivagandhi Srinivasan
Associate Vice President of Customer Success, Wolken Software
Sivagandhi Srinivasan brings over four decades of extensive corporate experience in Customer Experience and Success, having led key initiatives across large organizations. With deep expertise in understanding the intricacies of the customer journey, he has consistently driven impactful strategies to enhance customer satisfaction and loyalty. Currently, he serves as the Associate Vice President of Customer Success at Wolken Software, where he continues to deliver excellence in building and nurturing customer relationships.
About Wolken Software:
Wolken Software is an Enterprise grade B2B SaaS company that uses AI to automate workflows for enterprises. With its 3S Model (Simple, Scalable, and Secure), Wolken empowers global clients in their digital transformation journey. It offers Enterprise Management and Customer Service Desk by providing a powerful, low-code platform to streamline business processes.
Wolken Software caters to customers from the banking and financial services, the semiconductor, software, consumer goods, and electronic component industries and has grown to add many Fortune 100 companies to its clientele in the US, Europe, and Asian markets. It supports over 7000 agents serving over 50M active end-users in 60 countries, processing over 7M tickets annually. The company has offices in Palo Alto, California, Bangalore, and Mumbai, India.