Recent research from consulting firm, Walker, shows that by 2020 customer experience will overtake price and product as the key brand differentiator. So, what’s the secret to winning customers and growing your business? Our head of IoT, Ketan Karia, has authored a column in CMSWire titled, “The IoT Brings New Meaning to the Omnichannel Customer Experience” to explain how brands can leverage IoT to ensure great customer experiences.
While the IoT omnichannel evolution is here, its important to deliver proactive, predictive and personalized experiences to meet customer expectations. “Companies hoping to succeed in 2019 and beyond (and what company doesn’t?) must continuously up the ante on the customer experiences they deliver,” states Karia. To win customers, companies need to carefully consider the customer journey and align their messaging, goals, objectives and design across channels and devices to deliver seamlessness and consistency.