Managing customer experience is a continuous process. Here’s how your brand can improve its offering to stay competitive.
The key insights shared this year will be cornerstones to succeed in transforming your brand’s customer experiences in order to meet growing expectations. Here’s a compilation of the insights on improving customer experience management, data management, and digital transformation, plus some tips on how to prepare for the new GDPR regulations.
Continuously improving customer experiences
With so many options available to users in the digital landscape, customer loyalty is becoming fragile. In this climate, customer trust is a precious commodity that comes from positive user experiences. It is built through a collection of consistent, compelling and
The key steps to an optimized customer experience involve putting customers first, understanding customer needs through informed research and feedback, identifying key customer touchpoints and managing them holistically. This means developing a customer-centric
Extracting the right data insights
Deriving the right insights from data is especially relevant right now. Data insights gathered from users that interact with businesses across customer journeys allow brands to build a picture of who their users really are, their pain points, and what specifically motivates them.
Content shock and the large volume of information being distributed online means that brands are facing real challenges in extracting the right insights from the data they have, knowing what to measure in the first place, then how to draw useful and relevant insights from that data and then channel it into customer-focused marketing. Crucially, data insights and resulting creative decisions could help
Leveraging data through machine learning
Given that digital marketers are dealing with huge amounts of data and constantly shifting customer expectations, machine learning could help us to learn from this data. In coming years, delivering
Coping with complexity in digital transformation
A key reason businesses are failing in digital transformation is rising complexity in software and business structures. Managing complexity has become crucial to business change programmes, both in terms of software complexity and business complexity. Digital transformations inherently hold many layers of complexity, and therefore, should be considered as more than the sum of their parts, and navigated in a way that carefully manages complexity with the correct processes. Indeed,
The Agile movement has made its way into the enterprise world. To be at the forefront of technological development, large enterprises are turning to agile methodologies to operate with the same flexibility found within startups. Simply applying agile approaches to processes, however, does not guarantee success. How can agility be leveraged to the benefit of the enterprise? It’s key to remember that agility is about mindset rather than resources or tools.
Enterprises need to do it right by fostering communication, flexibility and fast delivery, and avoid employing yet another process.They need to carry out the planning properly and re-evaluate their plan over time, focus on goals and measure results. They need to keep it simple, making sure they have the setup needed.
Preparing for GDPR regulations
With new GDPR regulations due to be enforced on May
Despite this, it’s clear that businesses will need to ensure that the collection and management of EU citizens’ personal data is a top priority to ensure compliance, in particular, regarding new consent management restrictions. By improving the quality and nature of the data that marketers are gathering from users, the incoming GDPR regulations could, in fact, help businesses to provide customers with even further
personalised, omnichannel customer experiences
Recent years have seen an explosion in the number of marketing channels, and therefore, ensuring seamless transitions across multiple touchpoints is more crucial than ever. Businesses now need to develop the capabilities to deliver
Businesses must choreograph consumer experiences in which moment-by-moment brand interactions are rewarding for both customers and
Succeeding in digital transformation
Digital has fundamentally changed the way people consume media, develop brand preferences, and choose products. The Fourth Industrial Revolution is impacting brands and consumers
The building blocks for implementation start with making sure content is relevant and delivered in an intuitive and digestible interaction. Then the technological and data elements can be implemented, and the operational processes optimised to support new digital touch-points, and finally, the
Forging ahead to exceed customer expectations
Managing customer experience is a continuous process, particularly if a brand wants to win time and time again in this ever-changing environment. There are multiple elements to consider on the journey to transformation, and more learnings to discover in the future. Tune in next year for more insights on how to transform your customer experiences.