At RIGHTSLEEVE, customer experience is at the heart of everything that we do and we love the focus on experience this year at Dx3. This is a recap of one of our favourite sessions from Day 1 at Dx32017.

Speaker: Lars Petersen, Vice President of Business Optimization at Sitecore
Lars Peterson
In the digital age, customers have come to expect relevant and connected experiences. It is definitely not “business as usual” for organizations and those that connect in-the-moment customer intent with a relevant personalized experience are ones that increase business outcomes and win market shares.
Lars Petersen, Vice President of Business Optimization at Sitecore, draws from his vast experience in strategy, marketing, analytics, and optimization to share learnings on how to optimize the digital experience.

customer experience maturity model

1. Review your Customer Experience

Focus on convenience, exceeding expectations and using available customer data to build better experiences. Align objectives, strategies and tactics around your customer.

2. Remember: The Future is Contextual & Personalization is everywhere

Establish a single view of each customer. You need to understand what your customers want and what they expect from your brand. Only then will you be able to provide more streamlined and personalized experiences.

3. Build Relationships

Don’t always be closing. Focusing on relationships will lead to bigger ROIs in the long run.

4. USE the Consumer Data you have Available

Personalization is key and needs to be front and centre of your digital strategy. Brands can understand their customers better by using the data clues they are provided with.

5. Provide Real Time Contextualized Experiences that support Customer Needs

Make customer experience part of your DNA & keep in mind that without context there is no meaning.

Swag is and can prove to be an integral part of your experiential marketing strategy. Chat with us today to explore how we can bring your customer experience to the next level!