Tag: customer personalisation

In today's ever-evolving digital landscape, the concept of consumer consent has taken centre stage for companies. Gone are the days when consent was assumed; today, the control is firmly in the hands of the consumer. For those companies who handle consumer data, consent has to be a priority.

Online shopping is expected to reach $1 trillion by 2022, this is according to a report by Adobe’s e-commerce division. To gain a competitive advantage and to exceed customer expectations, businesses need to discover the emerging trends in ecommerce and adopt current trending technologies in software.

Digital transformation is forcing companies to change their business models and adapt to the new market reality. This transformation is being driven by customers and the impact that the pandemic has on how, when and where they expect customer service and support to be delivered.

As consumer behaviour continues to change due to the impact the global COVID-19 pandemic has had both on business and individuals – retailers are increasingly having to position themselves to provide omnichannel services that can meet these evolving digital consumer expectations.

The battlefield to win your customers’ business is fraught with opposition that only seems to grow more powerful by the day. Customer experience leaders have been hard at work investing in beautiful UX, intuitive navigation, and winning strategies, but is that enough? Is there something that leaders are overlooking when it comes to creating a unique customer experience?

The term ‘customer engagement’ is arguably one of the biggest buzzwords in today’s business landscape. It's so widely used that when many people hear the phrase, they interpret it as a checkbox item. It is, however, an ongoing crucial relationship between a company and its customers, which is determined by the customer’s preferences and behaviour.

In 2011, Coca Cola launched its Share a Coke campaign in Australia, which was a personalised campaign with the most common Australian names printed on Coca Cola bottles and cans. The result? More than 250 million personalised bottles and cans sold over the summer months to a population of less than 23 million people at the time.

Chief executives at leading grocery retailer and consumer goods companies see supply chain visibility and personalisation as key drivers of growth, according to a new joint research paper we released together with PwC. The report interviewed 16 leaders from the consumer goods industry and identified what they envisioned for the future.

The trouble with following conventional wisdom is that it is always changing. Proximity to the branch matters. Branches are closing. Multi-channel. Omni-channel. Digital first. Digital only. Mobile first. Mobile only. Friction is bad for customer experience (CX).

Customer expectations are evolving faster today than ever before. That’s hardly surprising. In an always-on world where people have devices with them all the time, they’re exposed to great digital experiences on a daily basis. When a customer has a great experience in one sector, they expect the same from all of their service providers.