Experience management

You’re looking for more personalized experiences, so it should be no surprise that 90% of consumers now expect one-on-one brand journeys targeted to what’s important to them.¹ Getting the experience right will help win the hearts and minds of Canadian customers. The question is: how do you get experience management right?

Do you remember the last time you had a meaningful connection with a brand?

Brands aren’t simply selling products anymore. They’re curating experiences. Think engaging connections across multiple channels and platforms. For today’s customers, these contact points need to be seamless. But behind the scenes, there are several barriers to overcome before an organization can reach that level of flexibility, such as:

• Integrating and being able to refine customer data is already proving fundamental to gaining insights that can be used across each and every customer interaction.
• Remaining ahead of ever-changing technologies, industry trends, and regulatory pressures has never been harder, but with a scalable, future-proof, and experience-led strategy, brands will be able to pivot when needed and stay ahead of the curve.
• Embedding robust processes that can demonstrate measurable returns on investment isn’t easy but is critical to delivering the right message, across the right channel, at the right time.

Customer expectations are changing. It’s time for your approach to change too.

Through Deloitte’s Experience Management offering, we’ve identified seven pillars to simplify the complexities of modern experience management: customer data management, decision automation, advertising, marketing, eCommerce performance, service and loyalty, and personalization.

Connect with us to learn more on how organizations can identify and improve the gaps in their customer’s journey.

¹ David Chan and David Geisinger, Turning data into your growth engine: automate, personalize, and elevate every experience—at scale, Deloitte Digital, 2021.