Systems and methods relating to customer experience automation

A system for personalizing a delivery of services to a first customer, the first customer having a communication device through which the first customer conducts interactions with contact centers, the system comprising:

• a hardware processor;
• and
• a machine-readable storage medium on which is stored instructions that cause the hardware processor to execute a process, wherein the process comprises the steps of:
• providing a customer profile that stores data related to the first customer;
• updating the customer profile via performing a first subprocess to collect interaction data related to the interactions between the first customer and the contact centers, the first subprocess being performed repetitively so to update the customer profile after each successive one of the interactions, wherein, described in relation to an exemplary first one of the interactions (hereinafter “first interaction”) between the first customer and a first one of the contact centers (hereinafter “first contact center”), the first subprocess includes the steps of:
• monitoring activity on the communication device and, therefrom, detecting the first interaction with the first contact center;
• identifying data relating to the first interaction for collecting as the interaction data;
• and
• updating the customer profile to include the interaction data identified from the first interaction;
• generating an interaction predictor, the interaction predictor comprising knowledge about the first customer derived, at least in part, from the data stored within the customer profile, the knowledge comprising a behavioral factor attributable to the first customer given a first type of interaction (hereinafter “first interaction type”);
• and
• augmenting the customer profile by storing therein the interaction predictor, the storage of the interaction predictor linking the behavioral factor to the first interaction type to facilitate real time retrieval when detecting an incoming interaction of the first interaction type.