Engaging customers throughout the customer journeyOne major challenge organizations face is the inability to connect with customers during crucial phases of their journey and through the most relevant touchpoints. Many organizations struggle to leverage relevant data for cross-channel personalization. They are often limited to utilizing only one type of data for personalization in each channel.
Lack of one customer viewThe absence of a 360 customer view stems from the inability to merge multiple customer IDs and link all types of data to a single customer. This includes transaction data, clickstream data, loyalty program data, call center data, and more. To orchestrate seamless customer interactions across journeys and channels, it is crucial to collect response data from customer dialogs across channels.
Inadequate real-time support from legacy platforms In the current landscape, digital customer interactions occur in real-time. Prompt action is required when receiving signals from customers; otherwise, valuable opportunities may be missed. Unfortunately, legacy platforms often lack the necessary real-time capabilities to facilitate seamless cross-channel dialogs.
Insufficient scalabilityThe lack of scalability in personalized customer dialogs remains a significant challenge for many organizations today. While you may have successfully established a few personalized dialogs in different channels using relevant data, scaling up to 200+ orchestrated cross-channel dialogs requires specific scaling capabilities. This entails the right people and culture, effective work methodologies, robust analytical capabilities, efficient data management, and suitable IT platforms. A holistic approach is clearly necessary to address this challenge.