The Digital Experience Platform blog covers the latest in innovative technologies to help you transform your business.

Modernize Customer Engagement

Kellsey Ruppel
Principal Product Marketing Director

Digital trends are changing the current landscape. Email, web, social, mobile, content and digital technologies are all evolving and with that, so have customer expectations. Customers want seamless experiences when they are interacting with your brand. They want to have streamlined communications and have consistent messages across multiple channels. 

But in reality, this just isn’t happening, and consumers are receiving inconsistent messages. Marketers send millions of messages and emails a day to customers – the latest offer or sale, the seasonal promotion – and many times it’s not very specific to that customer or their needs. In fact, 96% of consumers say they receive mistargeted ads or promotions each day. Gleanstar Research estimates is costs companies $958M each year in inefficient and ineffective content marketing spend.

While everyone likes to complain about email, this messaging challenge is really a cross-channel one. Consumers have a fragmented experience across channels, and we all live it as consumers every day. For example, you might purchase a product on the web, and that could automatically trigger an email with an email marketing system. But when a few days pass, you get an ad for the same product you already purchased. As you are probably aware, this can be quite frustrating and Accenture actually did some research around this, and found that 78% of customer receive a fragmented experience as they move from channel-by-channel.

But customers aren’t the only ones who need to be engaged. Partners and Suppliers do as well. 42% of partners are not clear how vendors use their feedback, according to Gallup. Which also indicates there are broken experiences and inconsistencies not only across channels, but stakeholders as well. 

Can you relate to any of these challenges? What is needed to solve these challenges and modernize customer engagement? There is a solution to solve these challenges that Marketers and Services organizations face -- Digital Experience solutions for Marketing and Services to Modernize Customer Engagement.

We invite you to read this solution brief to learn how Oracle’s digital experience solutions for marketing and business services can help you improve brand loyalty, deliver self-service to suppliers and partners and help you overall modernize customer engagement.

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