By Simon Rees, CX Advisor at Elingo
Today consumers are more aware of communication channels when engaging organisations, and expect flexibility when interacting.
They expect organisations to support multiple points of entry in anticipation of the increase in uptake of channel of choice
They want to tear down the digital silos within organisations to provide a seamless engagement journey and better aggregation of data collected.
Be warned… today’s digitally savvy consumer wants these things and better data analysis enables a more personalised marketing strategy that is based on data collected geared towards me and my needs. Targeted marketing!
Today, organisations know that to target millennials effectively requires a proper omnichannel/digital strategy is fundamental.
Legacy infrastructure limits the digital/omnichannel strategy
Through modernisation of channels user experience is greatly improved
Cloud can be seen as the digital enabler due to quicker deployment resulting in faster time to market.
Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies @customer experience 2019 technology trends infographic.