Your customers expect you to know them. We’re not talking basic demographics here – they want you to understand their motivations. Their intent. Their needs.
Customer experience transformation means crafting meaningful moments that, in combination, create memorable experiences and build lasting relationships. It requires processes, data, and content that align with what customers actually care about.
This year’s Imperatives move you from a world of business-centric advertising, sales, and CRM to one of customer experience delivered through marketing, sales, commerce, and service. They explore the mindset shifts across identity management, measurement, and loyalty that will empower you to tell the stories that inspire and deliver the moments that matter.