{"id":3735012,"date":"2026-05-15T04:00:02","date_gmt":"2026-05-15T08:00:02","guid":{"rendered":"https:\/\/www.pymnts.com\/?p=3735012"},"modified":"2026-05-14T20:18:47","modified_gmt":"2026-05-15T00:18:47","slug":"the-customer-experience-failure-companies-already-have-the-data-to-fix","status":"publish","type":"post","link":"https:\/\/www.pymnts.com\/identity\/2026\/the-customer-experience-failure-companies-already-have-the-data-to-fix\/","title":{"rendered":"The Customer Experience Failure Companies Already Have the Data to Fix"},"content":{"rendered":"<p><strong>Watch more:<\/strong> <a href=\"https:\/\/tv.pymnts.com\/detail\/video\/6394258450112\" target=\"_blank\" rel=\"noopener\">The Digital Shift With Paymentus\u2019 Chris Trainor<\/a><\/p><div\r\n\tid=\"article-paywall-overlay\"\r\n\tclass=\"d-none\"\r\n>\r\n\t<div id=\"article-paywall-content\" class=\"my-4\">\r\n\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f2699550-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"2699550\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/wp-json\/wp\/v2\/posts\/3735012#wpcf7-f2699550-o1\" method=\"post\" class=\"wpcf7-form init pymnts-article-paywall-form\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"2699550\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f2699550-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<div class=\"free-articles-prompt-intro\">\n\t<h2 class=\"mb-2\">Get the Full Story\n\t<\/h2>\n\t<p class=\"mb-4\">Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content \u2014 no additional logins required.\n\t<\/p>\n\t<div id='registrationContainer' class='container px-0'>\n\t\t<div class=\"row\">\n\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"firstName\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required form-control border-secondary\" id=\"firstName\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"First Name*\" value=\"\" type=\"text\" name=\"firstName\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"lastName\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required form-control border-secondary\" id=\"lastName\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Last Name*\" value=\"\" 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\/>\n\t\t\t<input class=\"wpcf7-form-control wpcf7-hidden\" value=\"\" type=\"hidden\" name=\"email\" \/>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"newsLetterChoice\"><span class=\"wpcf7-form-control wpcf7-checkbox me-1\" id=\"checkNewsletter\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"newsLetterChoice[]\" value=\"yes\" checked=\"checked\" \/><span class=\"wpcf7-list-item-label\">yes<\/span><\/span><\/span><\/span><span class=\"small\">Subscribe to our daily newsletter, PYMNTS Today.<\/span>\n\t\t\t\t<\/p>\n\t\t\t\t<p class=\"small lh-base\" style=\"font-size:.9rem;\">By completing this form, you agree to receive marketing communications from PYMNTS and to the sharing of your information with our sponsor, if applicable, in accordance with our <a class=\"fw-bold\" href=\"https:\/\/pymnts-com-develop.go-vip.net\/privacy-policy\/\">Privacy Policy<\/a> and <a class=\"fw-bold\" href=\"https:\/\/pymnts-com-develop.go-vip.net\/terms-conditions\/\">Terms and Conditions<\/a>.\n\t\t\t\t<\/p>\n\t\t\t\t<p><input id='hiddenPath' type='hidden' name='path' value='' \/><input type='hidden' name='userDeviceId' id='userDeviceId' \/><input type='hidden' name='pageTitle' id='pageTitle' \/>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div id='formButtonRow' class='container mt-1 px-0'>\n\t\t\t\t\t<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner btn btn-dark text-uppercase py-2 px-5 small\" id=\"theSubmitButton\" type=\"submit\" value=\"Submit\" \/>\n\t\t\t\t\t<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div><input type=\"hidden\" name=\"post_id\" value=\"3735012\" \/><input type=\"hidden\" name=\"source\" value=\"https:\/\/www.pymnts.com\/identity\/2026\/the-customer-experience-failure-companies-already-have-the-data-to-fix\/\" \/><p style=\"display: none !important;\" class=\"akismet-fields-container\" data-prefix=\"_wpcf7_ak_\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_1\" name=\"_wpcf7_ak_js\" value=\"77\"\/><script>document.getElementById( \"ak_js_1\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\r\n\t<\/div>\r\n<\/div>\r\n<div id=\"article-paywall-hidden-content\">\r\n\t\n<p>Service providers know more about their customers than ever. Yet many still ask them to start over every time they log in.<\/p>\n<p>That disconnect is becoming harder to ignore as consumers move between billing portals, service channels, payment tools and fraud checks expecting each interaction to reflect the last. Instead, many still encounter generic pages, repeated prompts and systems that seem unaware of what just happened during the same interaction with the same company.<\/p>\n<p>For <a href=\"https:\/\/www.linkedin.com\/in\/chtrainor\/\" target=\"_blank\" rel=\"noopener\">Chris Trainor<\/a>, head of platform strategy and innovation at <a href=\"https:\/\/www.paymentus.com\/\" target=\"_blank\" rel=\"noopener\">Paymentus<\/a>, that is not just a customer experience problem. It is an identity problem.<\/p>\n<p>\u201cWhy is it that I go to a service provider\u2019s website every month and I\u2019m still presented with the same generic static experience and I have to navigate my way to answers and actions every single time?\u201d he posited during a recent conversation with PYMNTS.<\/p>\n<p>The issue, Trainor said, is that many companies still rely on a transactional view of identity. They recognize a customer long enough to complete a payment, answer a service request or clear a verification step. Then the context disappears. The next visit begins from zero.<\/p><div id=\"pymnt-2538969461\" class=\"pymnt-content pymnt-entity-placement\" style=\"margin-top: 50px;\"><p style=\"text-align:center\">Advertisement: Scroll to Continue<\/p><script async type=\"text\/javascript\" id=\"dianomi_context_script\" src=\"https:\/\/www.dianomi.com\/js\/contextfeed.js\"><\/script> \r\n<div class=\"dianomi_context\" data-dianomi-context-id=\"4329\"><\/div><\/div>\n<p>That model is out of step with how consumers experience the rest of the digital economy. They are used to platforms that remember preferences, anticipate intent and adjust in real time. Service providers, by contrast, often have the data to do the same but not the connected systems needed to act on it.<\/p>\n<p>\u201cThe issue with the transactional identity model is that it\u2019s temporary. You recognize someone for a moment, you complete an action, and then you reset,\u201d he said.<\/p>\n<h2>From Messaging to Operating Model<\/h2>\n<p>Hyper-personalization has often been framed as a refinement of basic outreach to customers. Trainor argued that this framing is now inadequate.<\/p>\n<p>\u201cHyper-personalization used to be just primarily about marketing, tailoring offers or messages,\u201d he observed. \u201cToday it\u2019s becoming an operating model for how companies engage customers across the full relationship.\u201d<\/p>\n<p>That evolution places pressure on organizations to incorporate context into every interaction, not just promotional moments. A customer paying a bill, disputing a charge or contacting support carries a history that should inform how the system responds. If that history is ignored, the interaction becomes mechanical rather than adaptive.<\/p>\n<p>Trainor pointed to a practical example. A customer who routinely pays on time but suddenly engages late in a billing cycle should not encounter the same interface and options as before. The system should recognize that deviation and adjust its response accordingly, whether by offering flexibility or surfacing assistance.<\/p>\n<h2>Fragmentation as the Core Constraint<\/h2>\n<p>The difficulty, however, lies in the structure of most enterprise systems. Customer data is rarely unified. It is distributed across billing platforms, customer service systems, fraud tools and payment rails, each designed for a specific function rather than a continuous customer view.<\/p>\n<p>This fragmentation produces familiar friction. A customer may contact support about a bill already paid through another channel, yet the service system lacks that context. The burden then shifts to the customer to reconcile the gap.<\/p>\n<p>Trainor\u2019s view is that this burden can and should be removed entirely. Systems must exchange context dynamically so that each interaction reflects what has already occurred. \u201cInstead of asking the customer to bridge those gaps themselves, the system can recognize what\u2019s already happened and move the interaction forward,\u201d he told PYMNTS.<\/p>\n<h2>Persistent Identity as the Foundation<\/h2>\n<p>The alternative to the traditional, transactional approach is a persistent identity model.<\/p>\n<p>\u201cThe persistent identity model enables true hyper-personalization by maintaining continuity across every interaction,\u201d Trainor said.<\/p>\n<p>This model ties identity not only to accounts but also to relationships, preferences and behavior. When implemented correctly, it eliminates the need for customers to restate their intent or history. Systems can resume interactions where they left off, presenting relevant options and guiding resolution.<\/p>\n<p><strong>Read more:<\/strong> <a href=\"https:\/\/www.pymnts.com\/data\/2026\/paymentus-says-customers-dont-care-how-much-data-you-have\/\" target=\"_blank\" rel=\"noopener\">Paymentus Says Customers Don\u2019t Care How Much Data You Have<\/a><\/p>\n<p>Identity alone is insufficient without context, according to Trainor.<\/p>\n<p>\u201cKnowing who the customer is important, but understanding what they\u2019re trying to accomplish in that moment is what enables meaningful action,\u201d Trainor said.<\/p>\n<p>He described how subtle behavioral cues can inform responses. A customer lingering on a higher-than-expected charge signals a need for explanation. A customer moving directly to payment may require speed and minimal friction. Each scenario calls for a different response.<\/p>\n<p>\u201cWhen you can interpret the context in real time, you can move from reactive service to proactive resolution,\u201d he said.<\/p>\n<p>This capability reduces effort for the customer and shortens the path to resolution.<\/p>\n<p>Trainor said the next challenge for service providers is making fraud prevention less disruptive to legitimate customers. He argued that too many systems still treat every interaction as isolated, forcing consumers through repeated authentication and verification steps that add friction to routine tasks.<\/p>\n<p>The implications extend beyond experience. Trainor emphasized that a persistent, behavior-based understanding of the customer can also strengthen fraud detection.<\/p>\n<p>\u201cWhen hyper-personalization is built on a persistent understanding of behavior over time, it becomes incredibly powerful \u2026 for both experience and risk,\u201d Trainor said.<\/p>\n<p>Behavior establishes a baseline. Deviations from that baseline provide stronger signals of potential fraud than isolated data points. At the same time, familiar patterns allow systems to reduce those unnecessary verification steps, lowering friction for legitimate users.<\/p>\n<p>Hyper-personalization, in this framing, is not a superficial enhancement but a structural redesign of how systems interpret and act on data. It requires integration across functions, continuity of identity and the ability to interpret intent as it emerges.<\/p>\n<p>As Trainor concluded, \u201cIt\u2019s not about tailoring messages, it\u2019s about delivering outcomes where systems understand the customer, interpret intent and help complete what they\u2019re trying to do.\u201d<\/p>\n<p>&nbsp;<\/p>\n\r\n<\/div>\r\n<script>\r\n\twindow.pymntsAllowedArticleCount = 1;\r\n\twindow.pymntsPostID = 3735012;\r\n<\/script>","protected":false},"excerpt":{"rendered":"<p>Watch more: The Digital Shift With Paymentus\u2019 Chris Trainor Get the Full Story Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content \u2014 no additional logins required. yesSubscribe to our daily newsletter, PYMNTS Today. By completing this form, you agree to receive marketing communications from PYMNTS and to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":3735325,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","pymnts_footnotes":""},"categories":[63998],"tags":[154797,10829,9206,53721,168632,133069,60852,4072],"class_list":["post-3735012","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-identity","tag-hyper-personalization","tag-main-feature","tag-news","tag-paymentus","tag-persistent-identity","tag-pymnts-news","tag-pymnts-tv","tag-video"],"acf":{"suggested_titles":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Customer Experience Failure Companies Have the Data to Fix<\/title>\n<meta name=\"description\" content=\"Paymentus\u2019 Chris Trainor says persistent identity can turn scattered data into real-time context, improving service and fraud controls.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.pymnts.com\/identity\/2026\/the-customer-experience-failure-companies-already-have-the-data-to-fix\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Customer Experience Failure Companies Already Have the Data to Fix | PYMNTS.com\" \/>\n<meta property=\"og:description\" content=\"Watch more: The Digital Shift With Paymentus\u2019 Chris Trainor Service providers know more about their customers than ever. 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