The modern consumer demands tailored, seamless interactions with brands. Omnichannel personalization is no longer a luxury—it’s essential to engage your customers in a way that builds loyalty, increases lifetime value, and drives tangible revenue growth. Our guide breaks down the 7 key pillars of omnichannel personalization to help you power your customer engagement strategy.
Pillar #1: Integrate Data at Scale
If your goal is to deliver meaningful 1:1 experiences to your customers at the right time, while meeting them where they’re at, your data cannot be siloed. Your data needs to be freely accessible across every touchpoint in order for you to truly understand your customers.
Key Points:
- Unify customer data across touchpoints
- Build a customer journey map to identify data gaps
- Use data-driven insights to deliver meaningful experiences
- Address the need for transparency and trust in data capture
Build Trust
Trust is critical when it comes to data capture. Customers give you permission to use their
personal information to interact with them — and they can take that permission away.
The high-quality data you need for high-quality personalization comes with responsibilities,
both to your customers and to the law. Data privacy and regulations like GDPR, the California
Consumer Privacy Act, and Apple’s “opt-in for IDFA” all have a direct impact on your ability to
gather data and identify customers. Collecting permission-based data is key to building consent-based profiles. Additionally, by making it a priority to collect permission-based
data, you help your business in the long run, because you’ll be able to react easily and rapidly
to ever-changing data regulations.
This article is posted at sap.com
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