Raj De Datta
CEO and Co-Founder at Bloomreach
Expert insights
- Consumers care more than ever about the quality of the customer experience. But the experience hasn’t improved while choice has exploded.
- If it doesn’t move the needle by double digits on growth or cost, or fundamentally improve customer experience, don’t bother.
- Personalization is now a table stakes expectation. Loyalty programs won’t go away—but they’ll have to be personalized in what they offer, when they offer it, and how they respon...
- The best omnichannel brands don’t think in terms of channels. They think in terms of presence.
- When you structure your team around the customer, not the channel, loyalty becomes a natural byproduct.