We've discovered CX Imperatives | Omega CRM

Merkle’s annual study, where you’ll find tips to help you improve your brand experience.

Consumers were asked what they expect from their experiences with brands, given recent years’ unpredictable economic environment and its impact on their buying preferences.

Table of Contents

The research also examines the perceptions and actions of brand leaders and assesses whether these align with consumers’ opinions and values. Brand leaders are grouped according to the maturity of their CX strategies, their commitment to customer centricity, customer retention and approaches to CX technology that are fundamental to delivering customer value.

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The fundamentals of CX from the customer’s point of view with a customer-first culture where all functions and departments work towards an exceptional customer experience.

How to use customer data to your advantage. Consumers share their data with the expectation of receiving fair value in return, so brands must provide value for money, convenience and consistency in return.

Use ethical AI to create convenience and build trust. AI, without proper oversight, can produce consequences that ruin the user experience and destroy trust in the brand, so we must know how to use it correctly.

Satisfy the customer’s need to interact with real people by intertwining physical and digital channels without being perceived by the customer.

How to focus on the post-purchase experience. If you are providing care and attention to touchpoints before the sale, the same attention should continue after.

Evaluate emerging technologies to empower customers in new ways that have the potential to solve customer problems and make it easier to measure impact across different audiences.

The experience economy is the sum total of all the touch points and interactions that work together to deepen relationships and build trust. When customers feel seen, supported and valued, they can drive your business forward.