Any retail marketer knows that customer experience is critical. With numerous touch points — web site, in-store, Amazon, advertisements, contact centers and more — retailers are more responsible than ever for providing a great experience for customers regardless of the channel.
The one aspect that factors into every customer touch point is content. Whether it is product information or a content marketing campaign, all details must be consistent — and in the customer’s language. According to a recent Forrester report, 80% of business leaders believe that content challenges prevent them from delivering on their business objectives. This is not very surprising when you consider the volume and velocity of digital content that makes its way across all of the customer communication channels. This level of content can be tough to manage if businesses do not have the right strategies in place.
https://www.retailtouchpoints.com/features/executive-viewpoints/content-s-role-in-the-customer-experience/
This customer experience (CX) thing can be a bit confusing and you'd be forgiven for wondering whether the current state of affairs is due to data management, complacency or both.
It's one thing to say CX is everything to your company and quite another to actually deliver.
That's about the only solid conclusion you can garner from the spate of CX data points flying around as Adobe's big Summit conference concludes this week.
https://www.zdnet.com/article/customer-experience-cx-disconnects-is-it-the-data-or-the-complacency/
