The Customer Experience Failure Companies Already Have the Data to Fix

Watch more: The Digital Shift With Paymentus’ Chris Trainor

Service providers know more about their customers than ever. Yet many still ask them to start over every time they log in.

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.

For Chris Trainor, head of platform strategy and innovation at Paymentus, that is not just a customer experience problem. It is an identity problem.

“Why is it that I go to a service provider’s website every month and I’m still presented with the same generic static experience and I have to navigate my way to answers and actions every single time?” he posited during a recent conversation with PYMNTS.

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.

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.

“The issue with the transactional identity model is that it’s temporary. You recognize someone for a moment, you complete an action, and then you reset,” he said.

From Messaging to Operating Model

Hyper-personalization has often been framed as a refinement of basic outreach to customers. Trainor argued that this framing is now inadequate.

“Hyper-personalization used to be just primarily about marketing, tailoring offers or messages,” he observed. “Today it’s becoming an operating model for how companies engage customers across the full relationship.”

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.

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.

Fragmentation as the Core Constraint

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.

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.

Trainor’s 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. “Instead of asking the customer to bridge those gaps themselves, the system can recognize what’s already happened and move the interaction forward,” he told PYMNTS.

Persistent Identity as the Foundation

The alternative to the traditional, transactional approach is a persistent identity model.

“The persistent identity model enables true hyper-personalization by maintaining continuity across every interaction,” Trainor said.

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.

Read more: Paymentus Says Customers Don’t Care How Much Data You Have

Identity alone is insufficient without context, according to Trainor.

“Knowing who the customer is important, but understanding what they’re trying to accomplish in that moment is what enables meaningful action,” Trainor said.

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.

“When you can interpret the context in real time, you can move from reactive service to proactive resolution,” he said.

This capability reduces effort for the customer and shortens the path to resolution.

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.

The implications extend beyond experience. Trainor emphasized that a persistent, behavior-based understanding of the customer can also strengthen fraud detection.

“When hyper-personalization is built on a persistent understanding of behavior over time, it becomes incredibly powerful … for both experience and risk,” Trainor said.

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.

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.

As Trainor concluded, “It’s not about tailoring messages, it’s about delivering outcomes where systems understand the customer, interpret intent and help complete what they’re trying to do.”