Picture a customer zipping through a brand’s universe: spotting a post on Instagram, clicking on a website, placing an order while chatting with a bot about express delivery, and later tweeting about a delayed order – all in one day. Every interaction is make-or-break, and a single misstep could send that customer packing. As marketers, we’re juggling a million touchpoints to deliver seamless, unified and personalised experiences that keep up with today’s demanding buyers.
Deloitte’s 2024 research tells us 78 per cent of consumers want personalisation that delivers real value – think discounts or exclusive deals, not just generic suggestions. Unified Customer Experience Management
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