Evolving Customer Conversations in the Age of Privacy

Optimizing the customer experience is imperative. Customers expect organizations to know them and provide relevant, personalized experiences. McKinsey reports that 79% of consumers stated they will not even engage if the experience is not personalized based on their past interactions. So how can companies recognize their customers? The truth is many technology solutions used for capturing digital data have significant gaps in capabilities that ultimately inhibit an organization from reaching its true potential for digital transformation.