The consumer has moved on from the industrial age thinking of a structured marketing, sales and service customer journey. Within moments, the digitally empowered consumer can flit between channels, brand and service providers to find what meets their needs.
As marketers, we need to be in that moment, to engage in real time with the support of all of our data and content to provide a consistent, coherent customer service.
For many organizations, real time marketing is a challenge. It’s not just a quick single channel fix but a holistic approach to the customer experience which cuts across the typical organizational silos and systems within organizations.