Personalization is critical for marketers seeking to enhance customer centricity and engagement, but current capabilities and behaviors show that organizations face challenges.
In the age of the customer, the way that customers interact with organizations has fundamentally changed, and customer expectations have grown accordingly. These increased expectations lead to increased marketing challenges, as customers choose to interact with companies across more and more channels, such as mobile and social, and firms struggle to manage and utilize the wealth of customer data available today.
Forrester’s study yielded three key findings:
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