Shaping Customer Relationships In The New Age Of Experience
Your customers expect you to know them. We’re not talking basic demographics here – they want you to understand their motivations. Their intent. Their needs.
Customer experience transformation means crafting meaningful moments that, in combination, create memorable experiences and build lasting relationships. It requires processes, data, and content that align with what customers actually care about.
This year’s Imperatives move you from a world of business-centric advertising, sales, and CRM to one of customer experience delivered through marketing, sales, commerce, and service. They explore the mindset shifts across identity management, measurement, and loyalty that will empower you to tell the stories that inspire and deliver the moments that matter.
Download the report (Links to Merkle Website)
This year’s Imperatives
IMPERATIVE ONE: EXPAND THE VISION FOR CUSTOMER DATA
Identity and data are the strategic assets that underpin the creation of contextual customer moments. It’s time to rethink the data we collect and how we use to make experiences more valuable and relevant.
IMPERATIVE TWO: USE MEASUREMENT AS A CATALYST FOR CHANGE
Measurement drives decisioning, and a cohesive customer experience won’t happen without a thoughtful, shared measurement framework. Your organization needs to align around metrics that march toward your common purpose.
IMPERATIVE THREE: DELIVER COMMERCE EXPERIENCE TO DRIVE NEXT-GENERATION LOYALTY
In today’s digital world, every brand needs to operate as if it’s direct to consumer. Customers want to know the stories behind the stores, the people behind the products, and the values of the value chain.
Past Editions of the Imperatives
Webinar series
2022 Customer Experience Imperatives: Reimagining Your Customer Data Strategy
Feb 18, 2022 - 11:00 AM EST
In this webinar, we will discuss:
- A new mindset for approaching customer data
- Communication strategies that make experiences more valuable and relevant
- How to reconcile consumers’ varying perceptions of value
- Data’s evolving role in customer engagement
2022 Customer Experience Imperatives: Measuring What Matters
Mar 23, 2022 - 11:00 AM EST
In this webinar, we will discuss:
- Unifying metrics across an organization’s departments to serve a common goal
- Measuring progress toward a goal through theories of change
- Identifying the activities needed to produce business impact
2022 Customer Imperatives: Deliver Commerce Experiences to Drive Next-Generation Loyalty
Apr 21, 2022 - 11:00 AM EST
In this webinar, we will discuss:
- Drivers of long-term loyalty
- Why every brand needs to act like it’s DTC
- Consumer preference for familiar, comfortable experiences
- How to design loyalty that creates emotional connections