Whether your organisation is online or offline, B2B or B2C, a startup or a long-standing corporation, the common truth in today's digital world is that you can’t craft an effective customer experience if you don’t truly understand your customers. And you can't understand your customers if you don't have the right mix of data to give you the insight into their behaviours, needs and challenges.
Netflix knows this. Amazon knows this. Facebook knows this.
These billion dollar empires are built on vast amounts of user data, but their success is based on a relentless need to get smarter and faster about interpreting that data. That's what enables them to provide their services and make recommendations to their users in real-time, taking account of their behaviour, preferences, history and context to deliver a great experience.
https://www.itproportal.com/features/the-roi-of-customer-data/
Providing a single repository that delivers a 360-degree view of the customer enables an organization to deliver a highly differentiated and much more engaging customer experience (CX). Brands who leverage a CDP are already proving how IT and marketing teams can work together to drive business success.
As organizations deploy their first CDP use cases, or plan to do so, Adobe’s experts have some important tips that can help improve the chance of success with these projects. The most important is that the CDP must support both known and unknown data. An unknown contact is one that may not be a registered or named user yet is still a valid contact or website visitor. Adobe has designed their use case with the capability to bring together known and unknown data to activate real-time customer profiles across channels throughout the customer journey.
https://www.cio.com/article/3385116/the-customer-data-platform-your-next-step-in-optimizing-the-customer-experience.html/
A business without customers is like a boat on dry land. It doesn't matter how nice the boat is or how much experience the crew has -- without water, the boat serves no purpose.
Customers are essential to every company's success. Despite this, some organizations that claim to be customer-centric take their customers for granted. They see people more like revenue streams than human beings. Eventually, that attitude seeps into management decisions and customer service interactions, driving away the customers that once kept the business afloat.
https://www.inc.com/ilya-pozin/3-strategies-to-deliver-a-memorable-customer-experience.html/
If you’re not already well on your way to GDPR compliance, it’s unlikely you’ll be fully compliant by May 25. But, according to the statistics reported in our first article, you’ll be far from the only one.
While it’s impossible to know how such wide-scale noncompliance will be addressed, there will likely be a grace period in which organizations that can demonstrate they’re making a good-faith effort will get by with a warning and perhaps some guidance on how to accelerate their efforts.
https://www.cmswire.com/customer-experience/aligning-to-gdpr-realities-what-to-do-if-you-havent-started/
Today, customer-centric strategies have taken a critical role in the success of a business and undoubtedly only those who create exceptional customer experience stand out in the crowd. This is because, more than ever before, companies are struggling to satisfy the rising demands which is getting more intricate with the growing tech-savvy, millennial generation.
https://www.business2community.com/customer-experience/customer-experience-will-future-brand-differentiation-02025703/
Personalization is an essential part of the customer journey – most marketers agree – and it’s absolutely critical that brands deliver a true one-to-one experience to customers. However, they might not be achieving these outcomes yet because they are struggling with personalization. In that same report, 84 percent of senior marketers say the potential of CX personalization has not yet been fully realized, and as such, there is still a lot of work to be done in this area.
https://customerthink.com/the-key-to-solving-cxs-greatest-mystery-personalization/
Like an imminent hanging, the looming execution of the European Union’s General Data Protection Regulation (GDPR) has concentrated business leaders’ minds on their customer data. This has been a boon for Customer Data Platform vendors, who have been able to offer their systems as solutions to many GDPR requirements. But it raises some issues as well.
https://customerthink.com/will-gdpr-hurt-customer-data-platforms-and-the-marketers-who-use-them/
With only months remaining before the General Data Protection Regulation (GDPR) comes into effect, it is dominating the news agenda and is a top priority for businesses. From retailers to charities and the manufacturing industry to financial services, the impact of GDPR will affect every organisation that handles customer data and will be far reaching. Indeed, it has the scope to change the face of marketing completely.
http://www.information-age.com/will-gdpr-improve-customer-experience-consumers-123470312/
Omni-channel is more than a buzzword. It’s a journey that effectively unites every service channel a customer could use to interact with a business. It provides a more comprehensive approach that leverages all customer data to provide a consistent, seamless and personalized experience that 77 percent of today’s consumers demand.
https://customerthink.com/four-omni-channel-mistakes-killing-the-customer-experience/
Having a sturdy data foundation now is critical to successful customer engagement in the future. Properly collected and analyzed, customer data can deliver increased business revenue, bigger wallet share, and happier and more loyal customers willing to advocate for your company’s brand(s).
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Your-Customer-Data-Is-Limitless-and-So-Is-Its-Value-122313.aspx/
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