At Loyalty360 we often hear from brands about personalization, digital customer experience, social media, and physical and digital integration. These crucial pieces can help form an overall seamless customer experience that leads to customer loyalty and brand advocacy.
A new Customer Experience Index Study from IBM reviewed seven areas of the omnichannel shopping experience.
Personalization: Only 19 percent of brands offer more than a basic level of personalization of the online experience. Brands struggle to personalize the....