Reader, in any purchase you make, the pre, during and after sales are seen as the customerjourney. Simply put, it is each point of contact with the company that generates an experience for customers, and is a great point to build consumer loyalty to the brand.
With the advancement of technology, these moments are increasingly personalized. To that end, according to Global Insights Research, data, analytics and decision-making technologies have helped companies deliver a secure and convenient digital experience to customers.
There are several layers of information collection, and the combination of qualified data and analytical intelligence allow us to see business opportunities with certain customer profiles. The survey showed that only 61% of people claim to be loyal to the companies that they were customers of, before the pandemic.
“It is not enough to have analytical data, it is necessary to use it in the best way. Mapping customer touch points, knowing their preferences and understanding how this information answers questions and leads us to improve the customer experience is crucial. The intelligence behind the evaluation of the data is the differential – it even collaborates in the monitoring and development of an increasingly secure shopping environment”, says Gilson Cesar da Costa, Data Engineering Specialist at act Digital and PhD candidate in Information Engineering.
Another highlight of the study was the observation that scalable software solutions are leveling the market for companies of all sizes – providing better digital customer engagement, from small to large brands, which highlights the process of globalization and market qualification.
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