the experience and skill you need for digitally-driven success
Connected, Empowered and Informed Today’s consumers are more empowered than ever through always on, always connected devices, creating a digital persona. These tech-savvy consumers are taking charge of their shopping experience using their preferred devices and channels to become more informed and empowered before they even engage with your brand. This leads to a much more complex relationship as consumers expect each point of engagement to be connected and consistent. Unlike the traditional customer engagement cycle of the past – one that begins with awareness, moves through consideration and evaluation, and concludes with a purchase decision, the customer journey is now dynamic and constitutes a non-linear path in which consumers constantly seek more information, evaluate an array of alternatives, find out reviews, interact socially with others instantaneously and in real-time. These digital touch points are always accessible and always on. While the challenges are apparent, t...