The Digital Customer Experience Imperative
Customer experience (CX) is a strategic priority for organizations. 96% customer have disengaged from brands when they haven’t received relevant customer experiences (source: Accenture customer experience report). Forrester reports that CX leaders outperform laggards by over double digits on the S&P 500.
While CX is a priority, organizations aren’t able to deliver engaging experiences to customers due to focusing on channels rather than the customer journey, a lack of integrated technology and lack of a single view of the customer.
In this session, we will cover 5 pillars of incredible customer experiences:
- Focusing on the customer journey
- Data driven, personalized customer experiences
- Capture a single view of the customer
- Integrated marketing technology eco-system powered by an industry leading CMS
- Multi-channel marketing
After attending this session, marketers and digital technologists can expect to take away key insights into improving customer experience, running effective multi-channel marketing and creating revenue roadmaps for their marketing organizations.