Today, almost every major industry is in the midst of a digital transformation. From retail to hospitality to finance, much of these digital efforts are being driven by a common goal that transcends any one sector: enhance customer experience across all touchpoints and deepen engagement with each and every customer.
The enterprises that succeed in this data-driven endeavor will increase customer loyalty and retention, and in turn, increase their revenue. However, achieving this goal is easier said than done. Recent consumer and technology trends are building up enough tectonic force to cause a seismic shift in the way customers interact with brands—and only companies that strategically leverage digital transformation to take advantage of these developments will come out on top.