The customer experience has reached a point of no return, where closeness and personalization are the most acclaimed. With this latent reality, the Customer Journey has become the key to many marketing strategies, which require technology to adapt to this completely digitized environment.

In this context, the evolution of the MarTech ecosystem seems clear, and it is that more and more, the technology and marketing teams have to walk hand in hand to achieve the company’s objectives. marketing director, within the framework of the Mobile World Congress, has contacted Carmen San Emeterio, a regional expert in the MarTech and AdTech sector of Tealium, who shares her idea about this revolutionary paradigm in the industry.

Customer Experience Through Technology?

Customers today are looking for a more personal and authentic relationship with brands, and as a consequence, companies that provide personalized interactions and experiences have more influence in the purchase decision and generate more free email romania revenue and customer LTV. Studies carried out by McKinsey confirm this increase in sales between 5-15%. Our experience with Tealium clients is an increase of at least 20% in conversion rates. In campaigns based on first party data.

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The evolution of the Martech ecosystem in the last 5 years has developed online shopping. And with the impetus of Covid-19, brands are accelerating their digital transformation to be able to provide seamless omnichannel experiences in real-time.

Poor Customer Experience?

The most common failure in CX is generating personalized but disconnected. And inconsistent experiences when a customer interacts through different channels. For example, I show interest in a bank’s website for an investment product. I receive a call from my manager to propose a loan granted and in parallel. I am automatically charged to a card account that my branch gave me with a fee Free year ago.

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