Hyper-personalization is tantalizingly close to the verge of the next boom in 2023. From personalization’s inception in the 1980s to becoming a marketing word of the year in 2019, the buzzword has become indelibly etched in every marketer’s lexicon. Personalization has moved from hype to hyper over the years and will take on another remarkable resurgence. Crunching customer data is at the crux of it all, and applying data insights to decisions is the most challenging barrier to the success of a hyper-personalization strategy for 53% majority of marketing influencers, according to a report by Ascend2 . In a marketplace where anticipating and surpassing ...

In the last three years, the pandemic and economic headwinds changed the world radically and transformed the entire digital customer experience (CX) ecosystem. With the rising economic uncertainty and dire need to engage customers anywhere they prefer, enterprises are pushed to move away from their legacy systems and accelerate the adoption of next-gen technologies to transform their CX value chain. A PWC report tells us that in the post-Covid world, 59% of customers said they care about CX . Hence in 2023 and beyond, enterprises will continue to focus on enhancing CX through data and analytics, customer journeys, the voice of customers, and intuitive automation. ...

It’s long been acknowledged that the deciding factor for consumers when they’re choosing between products and brands is often the customer experience. Since this is such a longstanding idea, why is it imperative that organizations take a closer look at and reimagine their CX strategies now? We all know the impact of a bad experience and the ripple effects it can have on a brand and consumers. It is also common knowledge that even the power of a strong “brand” no longer assures customer loyalty. In addition to the existing complexities of customer acquisition and loyalty in an ever-changing landscape of innovation and disruption, we now live in an environment ...

CXOs are increasingly recognizing that stepping up their digital game would lead to more efficiency, innovation, and customer satisfaction. But the problem is, ‘where does one even begin?’ Experts recommend, it begins by mapping your digital customer experience journey – which is pretty much like a road trip. It helps brands in understanding their customers’ needs and behavior that can help improve the brand’s product or service. In an exclusive chat with CXOToday, Vivian Gomes, Chief Marketing Officer , Movate (previously known as CSS Corp) , discusses why mapping your digital customer journey is becoming more important than ever ...