Creating a customer-centric experience in the digital world is no longer a lofty objective – it’s a necessity.
According to Gartner, 89% of companies expect to compete on customer experience in 2016. And in just four years, it’s estimated that 85% of a customer’s relationship with a brand won’t include face-to-face interactions. (Got your attention?)
Personalization is key not only for customer acquisition but also for customer retention. In the 2016 Annual Digital Trends Survey, companies that want to meet (or exceed) customer expectations need to deliver experiences that are: 
- Personalized and relevant (25%)
- Valuable (25%)
- Easy to understand (17%)
To create personalized experiences, marketing organizations need a solid digital marketing platform that supports their well-defined personalization strategies.
Many marketing departments choose to standardize on a single platform, easing the support and integration required for disparate, existing tools. Adobe Experience Manager, the content management pillar within the Adobe Marketing Cloud, is one such example.
Updates included in the recent release of Adobe Experience Manager 6.2 include features that make it easier for marketers to:
- Personalize and target offers
- Understand which assets are performing well (or not so well)
- Create connected experiences across mobile apps, forms, and in-person (or in-store)
Want to learn more about exceeding customer expectations and solving other common digital marketing challenges? Download our latest guide below.
