Over the past year, brands accelerated new digital experiences in an effort to build increasingly seamless and connected customer journeys. Yet according to Gartner research, 46% of customers can’t differentiate between most brands’ digital experiences, and only 14% of customers reported doing something different after a recent digital experience.
In short, these new opportunities are not paying off.
“The most valuable digital experiences get customers to do something different with confidence,” saysKristina LaRocca-Cerrone, Director, Advisory,18beplay官网
.“当客户做一些除了planned, that is your biggest opportunity to drive differentiation.”
新的营销领导人关注客户的费用rience, success hinges on reimagining the role of digital experiences for customers and their companies.