Across industries, many organizations have created successful business models by institutionalizing interactions, which enables seamless and continuous conversations with customers across every contact point. However, is it consistently sufficient? More importantly, is it sufficiently consistent? Inconsistent interactions can often lead to consumer mistrust, potentially making such efforts more damaging than enriching.
To foster long-term relationships, retailers must offer meaningful personalization. With various digital forces at play, and more significantly, use cases connecting two or more digital channels, a one-to-one relationship with consumers is a fast-approaching opportunity that needs to be seized.
