Levelling Up for Omnichannel Customer Experience? Overhaul Your Back-End Systems

The brand/customer relationship is now driven by digital. Only an omnichannel customer experience, powered by an overhauled back-end, can deliver the engagements customers expect

In today’s world, customers expect brand experiences that are consistent across the entire digital portfolio. It’s your job as a marketing leader to deliver exactly that, which you can only do with an omnichannel customer experience.

But omnichannel isn’t just about making your brand open to customers across every channel. It’s about making sure that your back-end systems link up in a way that makes a consistent experience possible. It means transforming your CRM and CMS platforms to accommodate a greater variety of channels and to streamline the experience between every one of them. Only then can you achieve an omnichannel customer experience (CX).

In this new report, we look at the practical measures organisations should take to transform their back-end systems in order to deliver effective, omnichannel-ready CX strategies.

How to Increase Engagement Across Every Channel

Personalise your experiences everywhere to provide your users with a sense of fulfilment and increase brand engagement no matter the channel.

Connect the Dots with CRM

Uncover five practical tips for getting your CRM ready for an omnichannel experience and ensure you keep your customers on tenterhooks on every device.

Build an Effective, Omnichannel-Ready CMS

With our four areas of focus, deploy a content management system that engages customers with personalisation and a consistent brand experience across mobile, desktop, social and every channel.