6OCTOBER 2021Copyright © 2021 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Emaileditor@martechoutlook.comsales@martechoutlook.commarketing@martechoutlook.com OCTOBER - 2021, volume 07 - 15 (ISSN 2644-254X) Published by ValleyMedia, Inc. To subscribe to MarTech OutlookVisit www.martechoutlook.comManaging EditorDebra MorganEditorial StaffSalesAaron Pierce Alvina Rego Catalina JosephRose DcruzJoshua ParkerPaul BarberVisualizerVincent Georgevincent@martechoutlook.com*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffDebra MorganEditorialDebra MorganManaging Editoreditor@martechoutlook.comCustomer experience is a constantly changing phenomenon, with trends coming and going in yearly cycles as technology, industry, and innovation change. In a few years, present patterns will fade away, giving way to newer ones that better suit current client wants.Staying ahead of arising digital customer experience trends is a crucial part of crafting a successful digital strategy. For digital professionals, predicting and preparing for a new year is always a challenge--and 2021 has shaped up to be exceptionally unpredictable. That's where customer experience analytics are critical for enhancing customer experiences across all marketing, sales, and service channels used by a company. Companies that effectively using customer analytics are focusing on the objective of offering personalization at scale by fine-tuning every part of the marketing mix in real-time for each customer group or persona. Machine learning algorithms will be built by the most successful businesses to understand when and why customers feel happy or frustrated, thereby gaining the ability to how to make product recommendations, alter the price, and so on.From geolocation and device preference to past purchase behavior, businesses rely on customer data to help them deliver better, more personalized digital experiences. And people are increasingly aware--and increasingly wary--of that fact. This heightened concern over customer data collection and use is due, in part, to high profile data management failures in recent years, from misuse to large-scale breaches. Further, a unified customer experience is required if a customer base interacts with a brand via phone, e-mail, live chat, social media, and SMS, as well as offline. From the beginning to the final point of contact, a successful omnichannel CX smoothly connects online and physical communication channels to provide a cohesive and unforgettable experience.Data shows that organizations understand that digital customer experience will increasingly act as a competitive differentiator: according to Gartner, 81 percent of marketers in 2020 expected to compete almost solely on the basis of CX. These stats make one thing clear: Customer experience is going to be a key battleground for all digital companies in 2022. Let us know your thoughts.Staying Ahead of Arising Digital Customer Experience TrendsVictor Cruz
< Page 5 | Page 7 >