The past few years have seen a growth in the adoption of digital customer engagement channels by organisations, as digital engagement provides them with valuable data on customer behaviour, which enables them to optimise their marketing strategies and product development. The first of these priorities would be customer engagement. Lastly, organisations should focus on revenue growth, which specifically refers to customer data and the analysis of this data, obtained from all customer interactions. A customer data platform is therefore becoming a must for forward-thinking enterprises, as it unifies the organisation’s customer data from marketing and other channels to enable customer modelling to optimise the timing and targeting of messages. Up until now, organisations have been spending too much on delivering substandard CX, with customer engagement that is fragmented and data that resides in silos.

Source: The North Africa Journal March 15, 2023 22:00 UTC