Personalisation is the name of the game today. Not only do customers expect it, but also experiences that give customers what they need at just the right time drive engagement, create loyalty and, ultimately, revenue.
Easier said than done. Customers are on the go — moving across channels as they move about their day. But if you’ve got siloed teams managing different channels and making decisions about which offer to send and when, your ability to create a consistent, personalised journey from beginning to end becomes stunted and disconnected.