Many companies continue to interact with their customers as they have done for years. Whilst at the core these companies may still operate as analogue businesses, new digital technologies are elevating and leveraging customer experiences to improve retention and growth.
The concept of Marketing witnessed a great revolution with mass media rapidly shifting to digital media and communication moving from generic and qualitative insight-based to personalised and data-driven messages. New sales channels arise with personalised offerings and innovative features, giving organisations opportunities to redefine their engagement with consumers.
We continue to observe that customers across industries are no longer simply looking for 'just a product'. They are becoming more critical and increasingly demand a more seamless and personalised experience across their journey.
Thriving in this new era does not only require a new strategy but moreover a different way of working. Leveraging the combination of data, analytics and behavioural insights is essential to win the customer and maximise value.