Customer experience management takes commerce everywhere

Tags: Customer Experience, Customer Service, Multichannel Retailing

Source: Adobe

Type: White Paper

A consumer purchase is often the result of a complex journey of many touchpoints. As consumers move from search engines to social media to call centers, their shopping journey blends many experiences. The variety of channels through which consumers can browse, research, and buy also means that the web storefront is no longer the only online commerce venue. Merchants are bringing their products and shopping carts to channels like Facebook and mobile apps, moving the full cycle of browsing to checkout beyond the walls of the web or physical stores. Today, businesses are engaging customers at many touchpoints and sowing the seeds for commerce everywhere.

Commerce everywhere envisions a world in which businesses engage with consumers to drive conversions at multiple touch points. They leverage technology to deliver targeted experiences to digital and offline channels to accelerate revenue and service customers. These enabling processes and technologies are continually optimized to manage the customer lifecycle and to cement loyalty.To address the complexities of today’s customer journey, a new class of solutions known as customer experience management (CEM) is emerging and gaining rapid adoption.

Read this Adobe-sponsored paper to see how and why CEM solutions manage, deliver, and optimize customer experiences across online and offline channels, from call centers to mobile sites to email campaigns.