Customer centricity

In today’s content and product-saturated marketplace, personalisation is the key to standing apart from the competition. By 2020, customer experience is expected to overtake price and product as the key brand differentiator, and companies globally will lose over 300 billion USD each year due to poor customer experience.1 Given those numbers, failure to personalise customer engagement will negatively impact an organisation’s conversion and retention rates, making it difficult or impossible to remain competitive. 

Find out how in this ebook.