Why do you need to successful create a martech roadmap? Because helping organizations better understand who their customers are and how they interact with their brands will enable a more intuitive customer experience as businesses shift rapidly towards the omni-channel space. A successful martech roadmap includes four key elements: technology, data, people, and process.
It’s hard to imagine that any marketer today isn’t aware of the importance of “digital experience” (DX). No longer a nice-to-have, DX has become a pivotal differentiator for organizations in almost any sector, ahead of even price and the product itself because of the power experience has to drive customer loyalty and recurring revenue.
Customers now expect a unique, connected, and seamless experience across all channels and instant gratification. You only have a micromoment to capture their attention and hold it with a strong message and delightful and engaging experience. If you don’t, they will move on to the next offer. Modern marketers must adopt a mobile-first approach with their global audiences and utilize both marketing automation and data to their fullest extend to get ahead of the curve.
According to a 2017 Forbes article, over 98% of customers are switching between multiple devices in a single day. In order to evolve and keep up with customers, three approaches to marketing have emerged: multi-channel, cross-channel, and omni-channel. Each has distinct advantages and disadvantages over the others, but they are all able to reach customers somewhere on their customer’s journey.