
MarTech is Crucial to Improving Customer Experience
The solution providers and practitioners consider ‘building a customer-first culture’ as a primary challenge; the latest tools and technologies can foster the shift in business culture from ‘business-first’ to ‘customer-first.’
FREMONT, CA: In the era of omni-channel marketing, customer experience is increasingly becoming the key focus for every business. According to a report, the experience is expected to be more critical to the customers than price or product. As a result, marketing firms are heavily relying on technologies to gain significant insights into their existing and potential customer base.
Marketing technologies are crucial to implementing and strategizing successful customer experience. However, excelling at customer service is not a simple case of investing in technology. It requires setting up the priorities, building strategies, and shaping business resources to adapt to the new tools and ensuring their correct integration.
Tech Transition Occupying Top CX Trends
According to a survey by The Global State of Customer Experience 2019, the top trends in customer experience are covered by marketing technologies. Data and analytics lead among the industry commentators and practitioners, while it’s the second most crucial trend according to solution providers. Chatbots/artificial intelligence (AI) and omnichannel practices are also among the top few in the CX specialist subgroups.
Thus the businesses are trying to leverage technologies for data collected from various sources that can provide them with invaluable insights into the customer’s behavior. They are increasingly trying to create a single customer view to ascertain that their customers have an efficient, satisfying, and seamless journey.
Hurdles Despite Investment in Marketing Technology
The solution providers and practitioners consider ‘building a customer-first culture’ as a primary challenge; the latest tools and technologies can foster the shift in business culture from ‘business-first’ to ‘customer-first.’ But the employees, leaders, and departments need to be flexible enough and adapt according to the new setup.
Another challenge that the businesses often complain about arises with the linking of their CX initiatives to ROI. The lack of comprehensive understanding of the omnichannel customers while aligning them to their business initiative. Thus the marketers have a limited understanding of their customers. It remains a battle to be won for many while those who have overcome this battle are amassing fortunes.
Check this out:
ON THE DECK
Featured Vendors
EDITOR'S PICK
Essential Technology Elements Necessary To Enable...
By Leni Kaufman, VP & CIO, Newport News Shipbuilding
Comparative Data Among Physician Peers
By George Evans, CIO, Singing River Health System
Monitoring Technologies Without Human Intervention
By John Kamin, EVP and CIO, Old National Bancorp
Unlocking the Value of Connected Cars
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
Digital Innovation Giving Rise to New Capabilities
By Gregory Morrison, SVP & CIO, Cox Enterprises
Staying Connected to Organizational Priorities is Vital...
By Alberto Ruocco, CIO, American Electric Power
Comprehensible Distribution of Training and Information...
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
The Current Focus is On Comprehensive Solutions
By Sergey Cherkasov, CIO, PhosAgro
Big Data Analytics and Its Impact on the Supply Chain
By Pascal Becotte, MD-Global Supply Chain Practice for the...
Technology's Impact on Field Services
By Stephen Caulfield, Executive Director, Global Field...
Carmax, the Automobile Business with IT at the Core
By Shamim Mohammad, SVP & CIO, CarMax
The CIO's role in rethinking the scope of EPM for...
By Ronald Seymore, Managing Director, Enterprise Performance...
Driving Insurance Agent Productivity with Mobile and Big...
By Brad Bodell, SVP and CIO, CNO Financial Group, Inc.
Transformative Impact On The IT Landscape
By Jim Whitehurst, CEO, Red Hat
Get Ready for an IT Renaissance: Brought to You by Big...
By Clark Golestani, EVP and CIO, Merck
Four Initiatives Driving ECM Innovation
By Scott Craig, Vice President of Product Marketing, Lexmark...
Technology to Leverage and Enable
By Dave Kipe, SVP, Global Operations, Scholastic Inc.
By Meerah Rajavel, CIO, Forcepoint
AI is the New UI-AI + UX + DesignOps
By Amit Bahree, Executive, Global Technology and Innovation,...
Evolving Role of the CIO - Enabling Business Execution...
By Greg Tacchetti, CIO, State Auto Insurance
Read Also
