With more customers expecting personalised experiences across all your digital channels, a solid Customer Experience Management (CXM) strategy is the key to success. Let us help you to build a strong foundation for personalising content at scale.
Learn how Adobe Experience Cloud lets you deliver personalised experiences to each and every customer in this interactive demo.
Through our work with customers across different industries and our experience transforming our own digital business, we’ve identified three organisational pillars that are necessary for creating and delivering highly effective, highly personalised customer experiences.
Organisational maturity
A strong commitment to a digital-first strategy from leadership down is the backbone of a successful CXM strategy. Without this commitment, you’ll hit some bumps along the way.
Prioritising customers puts CXM at the heart of a digital-first company. This helps the journey to digital maturity go faster and results in higher conversion rates, increased customer loyalty and a robust bottom line.
Data and content
Making data broadly accessible provides insights that inform business decisions. Content may tell your story, but data will tell you how, when, where and who you put it in front of.
Without content, data is merely information. But properly leveraged, data can make your content more relevant and personalised at scale, across any channel, based on personal needs and context.
Journey and commerce
It’s important to be ready to optimise what you deliver across the many journeys your customers take. That means leveraging AI for scale and speed so you can react at the pace your customers demand.
Digital experiences that are personalised, nurturing and compelling help you to connect with your customers and build revenue and loyalty. But achieving the best ROI means you have to measure constantly and optimise continually.
Learn what you need to scale up your personalisation efforts to keep pace with your growing audience.
An effective customer experience management strategy does more than delight your customers. According to an ROI study by Forrester, becoming an experience business will add real returns to your bottom line.
Revenue growth
Customer retention rates
Customer lifetime value
