17% of marketers believe that multichannel campaign

management will be the most exciting area

(as opposed to 10% in 2013).1

The Outlook for Building Omnichannel Customer Engagement

The outlook for the marketing automation industry could grow by 60% in 2014 to reach $1.2 billion.3

While retailers hope to create a consistent, seamless customer experience 54% admit that they don't have access to a single, cross-channel customer view.2

When developing anomnichannel strategy, 84% of

retailers believe creating a consistent customer experience across channels

is the most important factor for success.2

Here’s a look at some of the trends around how companies are preparing to adopt an omnichannel engagement approach.

Customer experience stands as the primary differentiator driving brand success in today’s competitive market. As such, companies are eager to develop strategies that consistently engage consumers regardless of channel preference. Organizations seek to establish an onmichannel approach that allows customer to seamlessly float between contact channels without disruptions, yet many fail to eliminate the silos that hinder such communications.

For 51% of retailers, consumer expectations outpace

their ability to deliver omnichannel experiences,

while 48% struggle to integrate new processes

driven by cross-channel strategies into their

brick-and-mortar locations.2

BY

MIL

A D

’AN

TO

NIO

, A

NN

A P

AP

AC

HR

IST

OS

AN

D L

OR

RI C

OS

EN

TIN

O

1to1 ®

mediaa division of Peppers & Rogers Group

1e-consultancy 2Retail Systems 3Raab Associates

To read more, go to: “Reaching the Unreachable Omnichannel Star”