“In today’s experience economy, companies must put the customer at the center of everything they do, delivering engaging and meaningful experiences across interactions.”
– Forbes, 2023
Today’s customer is firmly in control, and they’ve made it clear: they want exceptional experiences, and will not wait for brands to figure it out. And, given retailers with solid omnichannel engagement retain 89% of their business, using data to craft a 360 view of your customer is key to securing high order values, hiked repeat rates, and heightened lifetime value [Forbes, 2023].
But, the task at hand isn’t a simple one and, with BFCM and the Golden Quarter approaching, the pressure is on. Marketers need to leverage data to predict customer behaviour across 9 channels and then personalise messaging at an individual level. With just 33% of consumers believing brands do a good job at creating relevant experiences [Forrester, 2023], retailers need to do more.
Becoming a winner in today’s fiercely competitive retail arena isn’t easy; staying a winner is even harder. The linchpin lies in forging exceptional CX that transcend typical marketing efforts. How can you leverage technology to take your customer experience to the next level?
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