Past decisions about whether to invest in customer experience have evolved into two different worldviews: those who focus on the past and those who focus on the future. For instance, 26% of mainstream companies said they fear recession, while 27% of leading companies were more concerned with attracting and retaining digital talent.
“I’ve seen technology change the way marketers are behaving… Now we can think holistically about the journey the customer. That requires a level of technology, data and insight to combine the whole journey into simple to understand reporting”
- David Sealey, CACI, Director or Strategy & Growth
David Sealey explains how technology is enabling marketers to understand and personalise the entire customer journey. David points out how access to new technology is breaking down the barriers between different channels and creating a consistent experience for customers. Watch the full interview.