Why Implementing a Customer Engagement Platform is Essential…Now The way phone number philippines people interact with brands has changed forever. Today, there’s no doubt that experiences have become “digital-first.” This means businesses must not only rethink how they engage with customers across channels for every interaction, but also truly understand their customers’ preferences and needs. The more personalized your engagement with your customers, the higher your ROI. Personalization is key to customer engagement and business success In Twilio Segment’s third annual 2022 State of Personalization Report , we surveyed thousands of businesses and consumers around the world to uncover key trends in personalization, first-party data, privacy, and consumer loyalty.
Our research tells us that personalization is no longer a nice-to-have, but a necessity for every business. 75% of business leaders say personalization is a challenge for digital experiences. 60% of consumers are likely to become repeat buyers after a personalized experience. Businesses see an average 70% increase in revenue when they invest in customer engagement tools, according to Twilio's 2022 State of Customer Engagement Report . The Omdia Universe 2021: Choosing a Customer Engagement Platform report explains how Customer Engagement Platforms are at the forefront of driving business and government benefits for businesses and government organizations around the world.
Additionally, successful customer engagement is only achieved when customers can interact with businesses across all channels (digital or otherwise) they choose to achieve their desired outcomes. Businesses can drive personalized customer engagement in real-time and at scale by collecting, governing, and activating data across all enterprise systems and managing customer data from those systems using a Customer Data Platform (CDP). In fact, according to Omdia’s report , ICT Business Insights in Customer Engagement Technology 2021 , 62% of businesses are at risk of losing customers by failing to deliver informed and relevant experiences.