Digital transformation has had a significant effect on nearly all companies over the past couple of years. For some marketers, it has forced them to rethink how systems, tools and team members must work together to successfully meet larger business objectives. For more advanced companies, it’s brought about an understanding that such an initiative isn’t marketing-specific but rather a companywide mandate, one that affects the company’s ability to keep and attract new customers.
Consumers today have high expectations for businesses they interact with often. A majority of US digital shoppers polled by Medallia and Ipsos in March 2018 cited consistent levels of service across digital and physical channels (65%) and the frictionless flow of information between channels (55%) as expectations for customer experience. Read the rest at eMarketer.