Analyst Reports, Commerce, Customer Service, Workplace

Connected Experiences Are Personalized Experiences

The latest research on what it takes to build connected experiences for your customers and employees.

Many companies claim personalization and omnichannel capabilities are top priorities. Few are able to deliver on those experiences.

A recent Lucidworks-commissioned study from Forrester Consulting surveyed 350+ global business decision makers to see what gets in the way of achieving these goals and how brands that succeed at omnichannel personalization are benefitting from it.

The study uncovered three key takeaways:

  • Omnichannel personalization is a top priority for brands, but most companies lack ability to optimize real-time digital interactions for customers and employees
  • Companies that connect employee experiences with customer experiences improve both, with dramatic boosts in revenue growth and customer satisfaction
  • Five attributes underpin connected experiences: real-time personalization, capturing signals, understanding intent, cross-channel delivery, and machine learning

Download the study today to see the full results and learn what it takes to build connected experiences for your customers and employees.

Get the study