Before going into omnichannel personalization, letâs understand what omnichannel is.
Essentially, omnichannel means that a consumer can engage with a brand in whatever way they want, whenever they want, and wherever they are. At its most basic level, omnichannel refers to an experience that is seamless and integrated across different channels - this could include online shopping, phone orders, in-store purchases, or any combination of these.
Going back to the topic, omnichannel personalization is one of the most important aspects of digital experience today.
According toÂ
Google, a person switches between an average of three devices to complete a task. And they use over 10 channels to communicate with businesses.
By delivering a personalized experience to customers regardless of the touchpoint, brands can create a strong bond with them that leads to increased loyalty and revenue.
More and more consumers (69% to be specific) expect a personal and consistent customer experience across multiple different channels, both physical and digital.
However, many businesses donât pay enough attention to omnichannel personalization, which can lead to missed opportunities and decreased ROI.
Yet despite consumers using more channels and devices than ever before, few businesses are prepared to deliver consistent, personalized experiences across channels. Less than 1 in 4 businesses say they are investing successfully in omnichannel personalization.
The future of customer experience is more connected and personalized than ever.
Technology has made it possible for organizations to connect user data across every possible touchpoint.
Mobile, web, or in-store is no longer enough to connect with consumers; brands need a presence across many touchpoints so they can craft exceptional omnichannel experiences that will revolutionize the customer experience.
To provide these âomnichannelâ experiences, organizations must invest in technology that provides unified customer profiles across all touchpoints and uses that data to interact proactively along the customer journey.
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