Digital Meets Physical: Do Your Customer Experiences Deliver?

Published by Adobe

Todays’ viewers, fans and subscribers expect the same high-quality, digitally driven experiences and self-service options that they encounter in other areas of their lives – such as banking. What’s more, they expect relevant customer journeys across all channels, at all times. As a marketer, you need to rethink how your brand engages with audiences and fans across both the digital and physical realms.

With the right technology and processes, you can carefully curate data from a variety of sources in order to deliver exceptional customer journeys across channels, unlock new opportunities and create competitive differentiation. In marketing today, customer journey orchestration is essential. It allows you to corral interaction from different platforms, systems and applications to build a complete understanding of the customer. This, in turn, provides the foundation for optimised customer journeys.

Consumers become frustrated when brands send too many emails or push products that don’t match their interests. 65-70% of Gen X and Millennials will walk away from brands if their experience is not contextually relevant or personalised, according to data from Econsultancy. As consumers become more discerning in their subscription behaviours, it has never been more critical to fully understand your customer base. Content may still be king, but the customer decides how and where that content is consumed.

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Related Categories Marketing Technology, Cross Channel, Customer Data, Customer Relationship, Collaboration, Technology, Marketing Technology