Here’s a look at some of the trends around how companies are preparing to adopt an omnichannel engagement approach.

1. The Outlook for Building
Omnichannel Customer Engagement
Here’s a look at some of the trends around how companies are
preparing to adopt an omnichannel engagement approach.
Customer experience stands as the primary differentiator driving brand success in today’s competitive market. As
such, companies are eager to develop strategies that consistently engage consumers regardless of channel
preference. Organizations seek to establish an onmichannel approach that allows customer to seamlessly float
between contact channels without disruptions, yet many fail to eliminate the silos that hinder such communications.
BY MILA D’ANTONIO, ANNA PAPACHRISTOS AND LORRI COSENTINO
While retailers hope to create a
consistent, seamless customer
experience 54% admit that they
don't have access to a single,
cross-channel customer view.2
The outlook for the
marketing automation
industry could grow by
60% in 2014 to reach $1.2 billion.3
ectations outpace
For 51% of retailers, consumer exp
experiences,
their ability to deliver omnichannel
w processes
while 48% struggle to integrate ne
s into their
driven by cross-channel strategie 2
brick-and-mortar locations.
When developing an
omnichannel strategy, 84% of
retailers believe creating a consistent
customer experience across channels
is the most important factor for success.2
1to1
media
17% of marketers believe
that multichannel campaign
management will be the
most exciting area
(as opposed to 10% in 2013).1
®
a division of Peppers & Rogers Group
e-consultancy
1
Retail Systems
2
Raab Associates
3
To read more, go to:
“Reaching the Unreachable Omnichannel Star”