Merkle (www.merkle.com), a leading technology-enabled, data-driven customer experience management (CXM) company, has unveiled its 2022 Customer Experience Imperatives. The executive guide is designed to help brands identify the key strategic considerations that will shape the year ahead and provide business leaders with actionable insights to create competitive advantage through marketing. This year, the Imperatives explore three themes, including data, measurement, and commerce’s impact on loyalty, and discuss how brands can approach each of these to stay ahead of the curve within their industries.
“At Merkle, we are dedicated to helping brand leaders understand the role customer experience plays in driving their business forward. In the coming year, establishing deeper and more rewarding relationships with its customers will be a necessity for any business to achieve its goals,” said Michael Komasinski, global chief executive officer at Merkle. “The 2022 Customer Experience Imperatives push brand leaders to think differently about their business approach. Through a strong customer experience strategy built around data, measurement, and loyalty, brands can take steps to maximize the depth of their customer relationships and, as a result, advance their business to new levels.”
For more than a decade, the Customer Experience Imperatives have provided business leaders with insight into what outputs and metrics matter most as organizations continue to build out their capabilities and data platforms. The key themes outlined in the 2022 Imperatives, which are critical to helping marketers maximize customer experience and loyalty, are:
“Consumer sentiment has changed significantly over the past year,” said Erin Hutchinson, global chief marketing & communications officer, Merkle/CXM. “Brands are looking for new ways to reach their audiences and to give them an experience that matters to them. By approaching data activation through a customer experience mindset, measuring activities’ impact on business outcomes, and prioritizing customer loyalty, brands can engage with their audiences better than ever before.”