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Customer experience in the age of change, by Merkle’s Victor Madueno

There is a clear misalignment between the experience marketers think they are delivering and what customers really feel, writes Merkle MENA senior commercial director Victor Madueno.

As Covid-19 relentlessly affects organisations and consumers into the second half of 2020, marketers are continuing to evolve how they deliver consumer experiences. As consumers become increasingly digital and demand timelier and more relevant brand interactions, the need for modern marketing technology powered by first-party data has grown. From the impending death of the third-party cookie to the uptick in privacy regulations, to the changes in consumer behaviour caused by the global pandemic, marketers today are being forced to adapt to an increasingly challenging environment.

In today’s economy, brands need to embrace change and create opportunity by adopting a new paradigm, best r


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