Creating a cohesive, purposeful experience across channels is critical to build trust, reinforce brand recognition and stand out in a crowded market, said Karissa Sachs, VP of marketing for staffing consultancy Cella. Marketers will need to ensure their martech stack is properly integrated and optimized along the customer journey to provide a clear view of customer behavior, preferences and past interactions to drive more strategic engagement and conversions.
2025 will see brands continuing to create connected experiences, but those that will succeed are entering it with a new mindset, said Britt Mills, VP of CX solutions at digital consultancy Bridgenext. To do this, brands will need to appoint a CX leader to define that 'CX North Star' and evangelize across the organization. Without this alignment, even the most polished customer experience initiatives may not succeed.
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