3. Understanding and
embracing the
importance of the
customer’s journey and
experience.
The Customer
Experience
Revolution
Integration /
complexity of
omnichannel
(e.g. Mobile, Social,
Voice, Chat, etc.)
The
Omnichannel
Explosion
Complex rich services
becoming accessible
(e.g. SaaS,
Microservices, AI, etc.)
Automated and
Integrated Cloud
Innovation
Growth and abundance
of Martech solutions
and SaaS products to
attract, convert,
measure, and optimize
marketing goals.
The Rise of
Martech
Digital changes to how
businesses operate,
what they do and how
they deliver value to
customer
Drive for Digital
Transformation
1 2 3 4 5
6. Predicted to overtake price and
product as by the year 2020.
Source: Aspect Software Study
#1 Priority
CX is proven to
increase customer
loyalty, drive revenue and
boost customer lifetime
value.
16. 5
and uncover new monetization opportunities
change associated with the
application of digital technology
17.
18. 81%
37%
vsA recent eConsultancy
report indicated that 81%
of consumer brands
believe they have a holistic
view of their customers.
Conversely, only 37% of
consumers feel that they
are actually understood by
their favorite brands.
21. Of marketers belive that
the pace of change in
technology
+ marketing will continue
to accelerate.
22.
23. 1. Coordinate content, customer data, and core services to
drive reuse and quality.
2. Unify marketing, commerce, and service processes to
improve practitioner workflows.
3. Deliver contextually and share targeting rules to unify the
experiences on every screen.
4. Share front-end code across digital touchpoints to
manage a common user experience.
5. Link data and analytics to add insight and drive action.
6. Manage code and extensions for maximum reuse while
avoiding over-customization.
Forrester defines the digital
experience platform as,
“Software to manage,
deliver, and optimize
experiences consistently
across every digital
touchpoint,” and that will
address six key themes:
The No Fail Guide to Digital
Customer Experience
Investment
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