Marketing 0

Technology Can Be Experiential
Customers evaluate companies not only from the quality of products
and services. They rate the overall customer journey, which
encompasses all touchpoints across all channels. Therefore,
innovation should focus not only on products but also on the whole
experience. Aside from establishing product differentiation,
companies should intensify communications, strengthen channel
presence, and improve customer service.
The rise of digitalization drives the demand for an omnichannel
experience. Customers continuously move from one channel to
another—from online to offline and vice versa—and expect a
seamless and consistent experience without a noticeable disconnect.
Businesses must provide integrated high-tech and high-touch
interactions.
In Marketing 5.0, back-end technologies such as AI and blockchain
play a significant role in powering the seamless integration. On the
other hand, front-end technologies such as sensors, robotics, voice
command, as well as augmented and virtual reality may enhance the
in-person touchpoints across the customer journey.

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