Building exceptional digital experiences for customers is top of mind with businesses across the globe. Retailers must discover new and innovative ways to delight customers – from initial acquisition through purchase and later support. And with the vast amount of big data available alongside an ongoing digital transformation by businesses, the stakes are even higher.
To effectively win, serve and retain customers, companies must align now for reliable and fully integrated omni-channel interactions. Buyers demand seamless eCommerce experiences, from on-premise POS to online shopping. For retailers, it’s about leveraging big data for analyzing customer preferences, purchases and buying trends – backed by a scalable, reliable, and agile IT infrastructure. Unfortunately, capabilities often lag behind customer demand.
Forrester Research forecasts online spending will break $500 billion before the end of this decade, yet nearly 80 percent of retailers worry their eCommerce platforms cannot support new digital requirements. That’s why eCommerce plans must be built directly into the selling strategy – tightly linking marketing and sales functions alongside IT.
We explore these topics in this thought leadership paper drafted in conjunction with Forrester: “Build Exceptional Customer Experiences with IT Agility.” The piece outlines necessary benchmarks for engineering winning digital customer experiences – from infusing agility throughout the organization and leveraging cloud deployments to constructing holistic environments comprised of eCommerce, analytics, content, and customers.
Delighting the customer isn’t always easy. Contact CenturyLink and we’ll help you build your path to success!