More Global and Regional Channels and Customer’s Channel Preferences
Expansion in Asia and New Markets
Moving from Tactical Campaigns to Long-Lived Loyalty Management
Tactical Campaigns Lifecycle Loyalty
Increased Need to Manage Customer Transitions Between Channels, Experiences, Loyalty, Transactions, and Geographies
Online and Offline Data Capture and Sharing with Partners to Elevate the Shopping Experience
The Future of Omnichannel
By 2022, 50% of large organizations will have still failed to unify engagement channels resulting in the continuation of a disjointed and siloed customer experience, lacking context.
is an architectural framework that ties multiple systems together to optimally engage the customer.
allows personalized, contextual customer engagement, whether through a human, artificial agent or sensors, across all interaction channels.
reaches and connects all departments, allowing, for example, the synchronization of marketing, sales, and customer service processes.
A "Customer Engagement Hub" Enables Organizations to Align Their Processes With Customer Intent to Orchestrate a Cross-Channel, Cross-Departmental Customer Experience.