Personalization at Scale
Personalized Customer Experience Means Going Beyond the Surface
What does good personalized customer experience (CX) look like? According to consumers, it’s both perceptive and persistent. We surveyed hundreds of consumers as part of our inaugural CX IQ Index, digging into what drives positive customer experiences and how today’s brands measure up. Unsurprisingly, personalization was highlighted as a key component of solid CX. The…
Read MoreCustomer Experience Journey Management: 3 Best Practices
Wondering how to improve your customer experience journey management? Take your cue from long-haul truckers. In the transportation industry, journey management refers to the plans and processes organizations use to boost efficiency, cut costs and reduce risks. Typically associated with driver safety, the general idea is this: There’s an optimal way to manage every journey…
Read MoreHyper-Segmentation Marketing: Building a Strategy for B2B
You may know hyper-segmentation marketing by another name — hyper-targeting, one-to-one marketing or personalization at scale. No matter what you call it, the general idea behind hyper-segmentation is the same: Getting as granular as possible with how you segment your audiences. Why should brands care? Because personalized, highly relevant customer experiences drive better business outcomes.…
Read MoreMaster Omnichannel Journey Orchestration, Not Campaign Management
It’s time to focus on omnichannel journey orchestration instead of campaign management. Why? Because the future of customer experience is hybrid, demanding not just greater flexibility across online and in-store experiences, but across channels and devices as well. One recent study found that consumers interact with brands across 20 different channels on average. In order…
Read MoreCustomer Identity Terminology From A to Z
You have to appreciate the irony: Asking someone to define the concepts around “customer identity” — the entire point of which is helping brands understand who someone is and what they’re doing with greater certainty — will get you a grab bag of uncertain answers. Take “identity resolution,” for example. Depending on who you’re talking…
Read More3 Takeaways for Post-Cookie Acquisition From Michael Kors
Third-party cookie deprecation is forcing brands across industries to change how they assemble, analyze and activate customer data. And as companies scramble to augment their approach to prospecting and conversion use cases for a cookieless world, those that have already invested in authenticated first-party data have a head start. Luxury fashion brand Michael Kors has…
Read MoreHow B2B Brands Can Hit Growth Goals by Putting People at the Center of Their Strategies
The pressure is on for business-to-business (B2B) marketers. Digital transformation means brands must deliver superior customer experiences across a wide range of touchpoints to stay competitive, and rising consumer expectations have made acquiring and retaining new customers that much harder — an especially dangerous development for subscription-based businesses. Approximately 50% of consumers say CX is…
Read More3 Ways to Power Personalized Customer Experiences With Your CDP
Today’s innovations have a way of becoming tomorrow’s expectations — and personalized customer experiences are no different. There was a time in the not-so-distant past when mobile communication devices felt more like science fiction than reality. Now it’s difficult to imagine not being able to call, text or email people whenever and wherever you want…
Read MoreImproving B2B CX With Stronger 1st-Party Data
Rising consumer expectations and a competitive business landscape mean it’s never been more important to know who your customers are. And with the disappearance of anonymous third-party data for audience insights and targeting, business-to-business brands must do so using their own data. While B2B companies have long been on the cutting edge of personalized customer…
Read MoreHow e.l.f Beauty Bolstered Customer Experience With 1st-Party Data
As consumers flocked online during the COVID-19 pandemic, brands stopped competing on cost and convenience. Instead, they learned firsthand how important customer experience — particularly personalized customer experience — is to staying competitive. While in-store shopping is sure to rebound as the pandemic recedes, U.S. e-commerce sales are still predicted to grow by 13.7% in…
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