How to best personalize the customer journey? It’s all in the Orchestration
This includes knowing who and when to target with communications, such as retail offers. For example, a customer who has indicated interest in a product – and is now browsing the product information in depth – is already displaying a high propensity to convert. On the other hand, a customer who has abandoned their shopping cart after browsing the product’s pricing options could be the prime target for a discount or promotional offer.
Journey transitions are driven by real-time interactions. As a result, any actions performed by a customer at a certain moment, within a certain context, help build a unified picture of their behavior. Using these analytics and learning from where a customer is in their journey, you can offer consistently customized and contextually relevant experiences.
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