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Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

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CX transformation to drive digitalizing investment

23% Of US$1.68 billion to be spent on CX in 2019

Customer experience improvement is at the core of corporate digital investments in 2019, IDC Research Spain reports in its latest analysis "Impact of Digital Technologies in The Customer Journey" jointly drawn up with Atento. According to IDC data, 23% of 1.68 billion dollars will be invested in digitalization processes in the course of the year will focus on customer experience transformation.

Isabel Tovar, IDC Research Spain analyst, considers that "the confluence between technology and the customer journey is an increasingly vital area for brands. For instance, the development and configuration of omnichannel platforms combining conventional and digital channels allows enterprises to offer a more homogeneous and seamless customer experience generating higher value for consumers." Isabel adds that "ustomer journey management and the impact of new technologies therein is crucial, as it paves the way for a clear competitive advantage for an organization."

Keys for achieving success in CX transformation
Technology-driven customer experience optimization is an imperative. According to IDC Research Spain, the impact of digital platforms on the customer experience is one of the factors that could decide the success or failure of organizations, particularly taking into account that a digital platform is not only a matter of technology but a new way of organizing business that will enable the introduction of new operational and commercial models. Additionally, organizations focused on improving customer experience are reinventing their relationship with the consumer thanks to the implementation of omnichannel platforms and the creation of highly relevant connections that increase satisfaction and loyalty.

Other technology related components enabling organizations to optimize the customer experience include secure infrastructures, real-time use of Big Data, innovation capacity, seamless and standardized experience across channels or data privacy protection.

"To be successful, enterprises should invest in platforms that integrate personalized omnichannel customer journeys endowed with the customer intelligence that will allow them to build their current and future service offerings," Tovar adds.

A challenge facing enterprises in the digital age
According to IDC Research Spain, by the end of 2019 about 50% of retailers will have adopted an omnichannel commerce platform. The key for organizations is to utilize these omnichannel platforms to add intelligence in each and every customer interaction in order to improve experience and obtain useful knowledge for the future. Omnichannel enables the development of deeper, more immersive and trusting relationships that will drive the frequency of interactions, increasing consumption, satisfaction and bottom line profitability.

Sources: Atento; IDC / The Marketing Factbook.
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Categorised as:

Customer Experience
Customer Loyalty
Knowing The Customer
Marketing Know-How
Marketing Technology

Have you seen The Customer-Focused Marketing Playbook?

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)