Cross-device / Multi-channel





Consistency in customer experience is an important part of personalization. However, the reality of doing business in this modern era creates difficulties in creating that consistency. For example, today customers go through a more complicated journey between discovering a brand and becoming loyal customers. They can communicate using two or more of the available touchpoints. They can also use a desktop computer, laptop, Android and iOS device over the course of their customer journey. This cross-device/multi-channel customer journey is at high risk of creating a fragmented customer experience if not optimized.
In response to this reality, companies must adopt a cross-device/multi-channel approach to marketing and personalization. To do this effectively, companies need to consolidate the first-party data in their database. Investing in software like CDP or CRM to unify customer profiles and provide a better understanding of each individual is important. In addition, it is critical that websites, social media pages and all other touchpoints are not independently managed. There must be coordination of activities across these channels to optimize the multi-device and multi-channel strategy.

Listings in Cross-device / Multi-channel

Consistency in customer experience is an important part of personalization. However, the reality of doing business in this modern era creates difficulties in creating that consistency. For example, today customers go through a more complicated journey between discovering a brand and becoming loyal customers. They can communicate using two or more of the available touchpoints. They can also use a desktop computer, laptop, Android and iOS device over the course of their customer journey. This cross-device/multi-channel customer journey is at high risk of creating a fragmented customer experience if not optimized. In response to this reality, companies must adopt a cross-device/multi-channel approach to marketing and personalization. To do this effectively, companies need to consolidate the first-party data in their database. Investing in software like CDP or CRM to unify customer profiles and provide a better understanding of each individual is important. In addition, it is critical that websites, social media pages and all other touchpoints are not independently managed. There must be coordination of activities across these channels to optimize the multi-device and multi-channel strategy.