Forecasting for your business is nearly impossible. Continued lockdowns, uncertain economic conditions, and moving work and even school to your kitchen table make long-term planning difficult for today’s business leaders. But companies that put the customer at the center of everything they do will find success despite the pace of constant change.
B2C companies of all kinds need to create new and meaningful interactions, driven by personalized buying experiences and contextual service at every step of the customer journey. For most companies, this also calls for a renewed focus on relevance, safety, and accessibility for customers. It’s time to fundamentally transform customer experiences, and that can only happen by fundamentally transforming your business, too.
This step-by-step playbook is a companion piece to our Transform the Consumer Experience Customer 360 Guide, which gives you all the tools you’ll need to unite commerce, marketing, experience, and service silos for better customer experiences. As you read, you’ll learn how a unified view of your customers will help you transform experiences in response to their changing needs.