Making Customer Experience Your Competitive Advantage

In today’s digital economy, optimizing the customer experience is a C-level imperative. Customers expect organizations to know them and provide relevant and personalized experiences. McKinsey reports that 79% of consumers stated they will not even engage if the experience is not personalized based on their past interactions. Taking that a step further, these same consumers expect brands to be a good steward of their data and be transparent in how their data is used.
 
So, why do organizations struggle with this? The truth is that many of the technology solutions used today for capturing digital data have significant gaps in capabilities that ultimately inhibit an organization from reaching its true potential for digital transformation. If you don’t have digital solved for, across both channel and device, then you’re missing the most significant dataset required to meet your consumer demands.
 
So where are these gaps? Forrester likes to refer to creating “moments” for your consumers, and those moments need to be individual, real-time, and predictive. As a result, the gaps we typically see in other technology approaches fall into four main areas:
 

• Data
  • Tagging and data layers require forethought on what data you might need in the future and require a significant investment of both time and money to maintain.
• Identity
  • Apple ITP, browsers blocking 3^rd party cookies, and other restrictions over the past 18 months have largely decimated the ability for traditional, tag-based solutions to be able to identify, persist, and maintain the history of an opted-in individual.
• Compliance
  • Privacy and the need to capture true first party data are paramount to the future of our industry.
• Activation
  • Real-time takes on many meanings in the industry today, but to respond to consumer demand real-time must be milliseconds and not minutes or hours.

 
When considering these gaps, organizations have an opportunity to think differently about how to build a customer profile across channel and device in a true, first party way that can be activated in real time, in a fully compliant manner. At the root of everything is Identity, and two large gaps revolve around it: the ability to build that persistent identity in a compliant manner and the ability to recall that identity instantly when someone arrives on a channel.
 
Celebrus and Teradata have built a partnership rooted in solving for these challenges and closing these gaps for enterprise organizations all around the globe. With Celebrus solving for digital by providing the most complete, granular, and compliant dataset in the industry today, you can focus on using that data instead of worrying about whether you captured it in the first place. With that data integrated into Teradata Vantage, organizations can leverage that data for marketing, customer experience, data science, risk, fraud, and many other use cases..
 
If you want to create those moments, and respond to hyper-personalized consumer demand, then it’s time to learn more about the proven offering from Teradata and Celebrus.