Research
The Three Most Critical Aspects for Implementing Holistic Customer Experience at Scale
Businesses are increasingly challenged by increasing competition, changing customer preferences and industry dynamics. Moreover, proliferation of channels and customer touchpoints have added to the complexity of keeping up with these constant changes. Only organizations who are nimble enough to understand, evaluate and react to these dynamic requirements can drive innovation and growth. This means organizations must be creative in their consumer engagement strategies across the marketing funnel to enhance overall customer experience, measure the performance and establish the loopback to constantly refine the strategies. The following paper outlines concepts to help consumer businesses accelerate customer experience management. The objective of the paper is to lay out guiding principles that organizations can use as part of their business processes to create, deliver, and measure personalized customer experiences that will drive growth, loyalty, and satisfaction.
A Data-Driven Approach and Framework to Social Media Strategy and Performance Measurement for Brands
The pandemic, rising inflation, and dynamic changes in the market have increased the importance of having a solid and effective omnichannel strategy. Social media channels form a crucial pillar of a brand’s omnichannel strategy and can be used to achieve various business objectives such as acquisition, engagement, brand awareness, etc. This paper highlights the significance of having a well-defined and robust social media strategy. The report will describe the important pillars of a social media strategy and establish the importance of driving brand stickiness, deepening customer relationships, and driving business growth. It presses upon the need for brands to develop clear objectives, align content strategy to customer needs and continuously measure and iterate to optimize the social media strategy.
