Welcome to the customer journey, where customers weave their way over time, across multiple touch points, on a path of their own making. They take actions and steps that, in a perfect world, align with your goals: a conversion, purchase, download, or visit to your store that converts or maintains them as a satisfied and loyal customer. You know customers want to be understood. They want you to know who they are, and expect you to use that knowledge wisely when they visit your digital or traditional channels. But in the pursuit of large-scale omnichannel personalization, organizations have introduced serious complexity. They’ve invested in many different, disconnected marketing and ad technologies meant to drive online and offline experiences. Yet, personalization across all or even parts of the journey has been elusive due to customer data being fragmented across different systems and channels.
It’s time to put the customer first and finally meet their expectations at each step. This is difficult but mandatory to meet the aspirations of your customers, satisfy their demands, grow sales, and build brand loyalty. Brands need to catch customers in the moment to deliver the best-next action at a precise time and on the right channel. But the customer journey isn’t one campaign. It requires a more informed approach.
Most organizations are asking, how can we better know our customers and make managing this journey easier? The challenge is in the execution, using journey orchestration to make delivering impactful, personalized experiences possible at every touchpoint.
Solving Omnichannel Personalization Challenges with Acquia Journey
We’ve heard countless marketers, brand managers, commerce leaders and digital technologists complain that they haven’t achieved the vision of delivering experiences that span multiple touchpoints and serve customers in a personalized, individual way based on the complete customer context.
That’s where Acquia Journey comes in.
Acquia Journey is technology agnostic; it connects all of your technology, campaigns, and customer touch points so you can achieve the omnichannel vision of the right experience or offer for customers at the right time.