With the impact of COVID-19 accelerating digitisation trends, 2021 is shaping up to be a pivotal year for brands seeking to deliver a total customer experience, thereby gaining a competitive edge. Consumer expectations are now at an all-time high, with people expecting brands to not only understand their needs and expectations but to deliver highly intuitive, personalised experiences.
Jessie Mitchell, Commercial Director at Merkle Australia recently shared her views on delivering the best customer experience with the Australia Financial Review.
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