While most businesses have had to pivot hard to digital due to the global pandemic, consumers are starting to show a willingness, and even a desire, to return to their normal lives. What this means is businesses need to rethink customer engagement and how to drive retention and loyalty.
Delivering the experiences that customers crave, whether online or in person, requires an understanding of:
- How the digital experience landscape is changing
- How customer retention, personalization and customer data are connected
- Why being able to identify your best customers is critical for effective loyalty efforts
- How, even as in-person experiences become more common, the shift to digital experiences will not be reversed