#MillenniumLive , Data , Digital
This article is contributed by our sponsor, Redpoint Global. Written by: John Nash, Chief Marketing and Strategy Officer at RedPoint Global.
There is a pressing strategic imperative for brands to compete on customer experience (CX) in nearly every industry. Marketers in retail, insurance, financial services, CPG, travel and hospitality, and health and wellness are pressured to meet growing expectations from the empowered consumer for an experience tailored to their preferences at every stage of the customer journey. Marketers are aware of this issue but have found difficulty in the execution of a seamless omnichannel customer experience.
To better understand and address the challenges of today’s marketers and consumers, RedPoint Global commissioned The Harris Poll to conduct quantitative research among these audiences. In looking at responses from over 450 marketers and 3,000 consumers across the U.S., Canada, and the U.K., we found a number of gaps between marketers’ customer experience strategy and consumers’ expectations, which we’ll unveil at our live webinar, Wednesday, March 27 at 1pm EST.
Consumers have spoken on what’s most important to them in a modern customer experience; privacy, consistency across multiple channels, a deep understanding – and appreciation – of customer needs, and personalization.
However, as this study shows, brands are not delivering on these aspects of the customer experience at the level customers want. A deep gap between a consumer’s expectations and the experience being delivered is magnified by the inability of brands to marry strategy with execution. Our research shows that brands are aware of the pressing need for a personalized consumer experience, and most have a strategy in place to get there, but existing challenges unifying data, offers and information martech solutions prevent them from being able to deliver a true, modern-day personalized experience.
The survey validates that fragmentation is largely responsible for the CX gap. Data fragmentation, system fragmentation, and organizational fragmentation all contribute to the frustration for consumers and marketers alike in the delivery and receipt of a seamless, omnichannel customer experience.
There is a way to resolve these challenges, through establishing a single point of control over all data, decisions, and interactions. This process overcomes the typical fragmentations and puts marketers in a position to deliver against expectations of individual customers at any stage of their customer journey. It provides marketing with the foundation needed to deeply understand customers and provide an instantaneous response or a proactive, predictive action that will resonate with a customer in their context and cadence.
For the more information about the study “Addressing the Gaps in Customer Experience” join us for a Webinar on March 27 at 1 pm ET with Libby Rodney, Chief Strategy Officer at The Harris Poll and John Nash, Chief Marketing and Strategy Officer of RedPoint Global (URL).
ABOUT DIGITAL RETAIL TRANSFORMATION
C-Level experts from across North America’s retail industry are coming together in Dallas in
August to anticipate the highly complex digital retail environment that will develop over the next few years.
Through a cutting-edge program designed by the industry, for the industry, we will pro
vide a fresh and up-to-date insight to help move your organization to the next level of digital leadership. A series of executive education roundtables, keynote presentations, collaborative think tanks, educational workshops, and networking sessions will offer industry-specific topics and trends to ensure your company sustains its competitive advantage.
Are you interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>
Reach thousands of C-Level
Executives every month.
Do you have content that you feel will
resonate with our audience? We'd love to
welcome you as a guest contributor!
Premium content to our readers
interested in all things business.
Millennium Membership offers Fortune 1000 C-Level executives, leading public sector/government officials, and thought leaders across a variety of disciplines unique and exclusive opportunities to meet their peers, understand industry developments, and receive introductions to new technology and service advancements to help grow their career and overall company value.About Millenium Alliance
Launched in 2017, Digital Diary was created to provide premium content to our members interested in executive education and business transformation. With C-Suite executive and top academic contributors, interviews with industry leaders, and digital transformation insights from technology experts, Digital Diary has all of the professional development tools you need to stay ahead of the curve.
We are dedicated to distributing meaningful opportunities for our reader to increase their personal knowledge, simplify business initiatives, and to have the right information to build their capabilities and leadership skills at every level.
In the midst of disruption across all industries, our members are given the tools they need to digitally transform their organizations.