Addressing the Gaps in Customer Experience

  • By Jenny Schecher
  • in
  • on March 26, 2019

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 >>

Leave a Reply

PUBLISHED BY Jenny Schecher

View all posts by Jenny Schecher

Related Posts

Security

Protecting Users & Data in the Everywhere Enterprise

How should organizations reinvent themselves to drive transformation in the post- COVID-19 world?  First, we need to understand that the traditional security model was designed for on-premise organizations with a well-defined IT perimeter.  That no longer applies in the perimeter-less world.  Why, because customers are everywhere; workers are everywhere and infrastructure and data are everywhere.  […]

#MillenniumLive with Tellabs on Enterprise Network Design & Deployment

Discover how Tellabs Optical LAN (OLAN) changes how enterprise networks are designed and deployed with the flexibility and efficiency fiber distances offer; all while delivering optimal security and performance. #MillenniumLive is joined by the team at Tellabs: President and CEO Rich Schroder, Vice President of Enterprise Sales Kristen Gonzalez, and Director of System Engineering Operations […]

Digital , Technology

Digital Enterprise Q/A with Upcoming Keynote, Bill Murphy!

Digital Enterprise & Data are playing a larger role in business today than ever before, which is why we’re bringing together technology leaders for 2-days of problem-solving, brainstorming & exclusive access to industry research. On September 30th, our Digital Enterprise & Data Virtual Assembly kicks off with seasoned technology leader Bill Murphy, former Chief Technology […]

Gene McCarthy to Keynote Our Transformational Retail & CMO Assembly!

We are honored to announce Gene McCarthy, Former President & CEO of ASICS, as the featured keynote speaker for our upcoming Transformational Retail & CMO Virtual Assembly. McCarthy has an astonishing track record of digitally transforming brands in the athletic & outdoor space, and he’s held executive-level positions with many of the top players in […]

Lovin’ Digital Diary?

Premium content to our readers interested in all things business.

Check Us Out!

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 Next

About Digital Diary

Created to provide premium content to our readers interested in all things business.

Launched in 2017, Digital Diary was created to provide premium content to our readers interested in all things business. With our blogs catered to deliver the top news stories, trends, and interviews from across all industries.

Read all story Next

Interested in Millennium Membership?
Find out if you qualify here.

arrow