From Reaction to Real-time Action: Optimizing the Customer Experience

 In Customer Centricity

Reading Time: 2 minutes

Customers today expect the brands they’re interacting with to know exactly who they are – they are revealing their likes, dislikes and giving organizations massive amounts of behavioral and engagement information when they interact with companies digitally. In fact, 86% of buyers are willing to pay more for a great customer experience. But are brands delivering?

The goal of any mature customer data organization should be to leverage unknown and known customer data to create the exceptional experiences their customers are demanding. Rather than being reactive to customers, imagine being able to act on the behavioral signals they provide, in real-time. Yes, it’s possible to meet your customers right where they are in their journey and deliver what they need.

Kyle Brierley, Director, Global Integrated Solutions at Tealium & Jake Makler, Director, Technical Partnerships at Quantum Metric, recently presented a webinar on “From Reaction to Real-time Action: Optimizing the Customer Experience.”

In this webinar, Kyle & Jake discussed key takeaways like:

Expectations vs Reality

  • 64% of consumers expect companies to respond and interact with them in real-time online
  • 7% of brands say they’re always able to deliver real-time, data-driven experiences across physical and digital touch points

Current State of CX Optimization

  1. Gather data on visit
  2. Determine root cause
  3. Find & implement solution
  4. Measure impact

What Happens In a Non-Integrated Approach to CX

  • User signals and behaviors can get lost
  • Non-standardized collection
  • Difficult to activate in real-time, and orchestrate across channels

What Happens In an Integrated Approach to CX

  • One, central hub can help collect, standardize, transform, enrich, integrate and activate customer data
  • A plethora of integrations with other marketing, customer experience and analytics technologies will ensure your tech stack is working together with the same set of data
  • Data that is built and transformed in real-time will then come back to the same channels it originated from

To get more key insights and takeaways on ‘From Reaction to Real-time Action: Optimizing the Customer Experiencewatch the on-demand webinar and learn:

  • How to use digital experience data to act, rather than react, to consumers who are interacting with your brand
  • Key strategies for orchestrating and combining customer behavior and experiences with other online and offline data points
  • Real-world use cases and examples that top brands have put into place to optimize the customer experience
  • And so much more

Watch the on-demand webinar and start optimizing your customer experience today!

Recent Posts