Shruti Shukla articles
The most important customer experience metrics (that you’re not tracking yet)
Marketing professionals go to great lengths to understand customers. Detailed personas are written to identify the motivations, interests, and buying patterns of prospects and customers. But all too often, these personas—and their resulting customer journeys—are informed by data points important to the organization, not the customer. You cannot claim to be customer-centric, customer-first, or customer-obsessed
Create a sense of purpose with hyper-personalized experiences
Volunteers and donors are the lifeblood of the non-profit world. Their contribution is often immeasurable, with life-changing impact to the individuals and communities they help. Although they should be treated the same way as a valued customer, in reality, they encounter less than inspiring experiences. The moment they opt-in, or donate time or money, they
Customer journey orchestration: The next frontier of connected experiences
A decade ago, marketing was focused on guiding the customer through predictable stages of awareness, consideration, and purchase. We were relatively assured that if we reached x number of eyeballs, we could expect y number of responses and z number of conversions. That world no longer exists. Eighty-one percent of consumers1 want to purchase from
Top 3 customer data platform trends for 2021
Despite significant headwinds in 2020—a global pandemic, economic downturn, and technology budgets clipped—customer data platform (CDP) growth is booming. Businesses are charging full steam ahead on digital transformation efforts as their customers have dramatically moved toward online channels. According to a McKinsey Global Survey of executives, organizations across sectors and geographies are likely to report
The power of CDPs: building customer trust and loyalty in retail
Truly engaged, always connected The events of 2020 have left a lasting impact on the retail industry and retailers are fueling rapid innovation with development and rollout of new technologies. The global pandemic has shifted how customers buy, as well as renewed recognition of the critical value of technology to customers. Convenience, flexibility, and personalization
Unify ecosystem-wide data with a flexible customer data platform
In today’s digital economy, delivering an exceptional customer experience across every touchpoint has quickly become a competitive differentiator. Most organizations realize if they hope to remain successful they must effectively leverage the vast amounts of data available to them in order to support the personalized engagement that customers expect. According to McKinsey, organizations that harness
Connecting patient journeys and personalizing healthcare with Microsoft CDP
Customer data platforms (CDP) aim at helping improve business outcomes in many industries—from delivering better brand experiences in retail and consumer goods to optimizing engagement and fundraising for nonprofits. In the healthcare space, gaining a 360-degree view of the patient and having a unified view of health records, past interactions, and communication preferences empowers front-line support
5 insights on how to connect experiences with customer data platforms
If you’re familiar with customer data platforms (CDPs), you may know that they provide a unified view of individual customer records. It’s a tool every marketer needs, but what role should your CDP play in helping to improve customer experiences? We sat down with Sheryl Kingstone of 451 Research, a part of S&P Global Market
Retail perspectives, pt. 2: rethink customer experiences
Customer experience is more important now than ever before. The coronavirus pandemic has forced consumers to adopt new habits, reevaluate priorities, and shift consumption. Increasingly, transactions have moved online, and companies are limited to virtual engagement. Buying trends are changing rapidly as consumers face many uncertainties and at the same time expect brands to react
What’s in store for retail with the customer data platform
According to industry analysts, 2020 will bring exciting innovations that promise to reshape the retail industry. Let’s take a look at the opportunities and explore the data challenges resulting from these trends. Augmented reality (AR) takes the stage Technology is catching up with expectations, with second generation augmented reality tools that make the technology more