Increasingly, customers want to interact with companies digitally — sometimes even exclusively. But poor data quality, management, and governance can often lead to inconsistent or frustrating digital interactions for consumers. Data on consumers must be consistent across all digital channels to create quality digital experiences. Additionally, as consumers seek greater personalization in their digital interactions, organizations must be able to segment and customize digital experiences to the unique needs of each consumer.
High-quality data management can make the vision of superior digital experiences a reality. Infoverity can ensure companies achieve data management strategies to consolidate consumer data across all platforms and departments, without sacrificing compliance with privacy regulations.
Lackluster user interfaces (UI) lead to bad customer digital experiences. To improve UI, companies must have adaptive and flexible architectures that can change over time based on data about customers. Data management can support responsive UIs that evolve along with one’s customers.
According to Gartner, by 2026, 80% of organizations pursuing a 360-degree view of the customer will abandon their efforts, because they don’t adhere to data privacy regulations, they rely on obsolete data collection methods, and they harm customer trust.
Gartner has found that 72% of organizations increased their investments in technology for customer experience (CX) improvement in 2021, compared with 2020.
Only 14% of organizations responding to the 2021 Gartner Cross-Functional Customer Data Survey indicated they have achieved a unified view; 41% of respondents in Gartner’s 2022 Marketing Data & Analytics Survey who made progress toward full customer data integration indicated they couldn’t prove the value of marketing, despite years of cross-functional investment, collaboration initiatives and data collection.
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