How Data-centric Enterprises Are Accelerating the Shift to a Digital-first Business Design

Channel Blurring. While many businesses were laying the groundwork for dual-channel capabilities, the most innovative enterprises were thinking more abstractly about eliminating the idea of rigid channels completely. They fundamentally understood that the purchase process from awareness to selection to completion to service was best delivered across platforms and touchpoints so transparently that customers no longer thought of channels—instead simply focused on engaging and buying.

Predictive Engagement. Predictive engagement provides the highest degree of relevant and personalized interaction between organizations or businesses and their current and prospective clients or customers. When a service or product provider combines the full contextual awareness of location, real-time behavior, inventory, and competitive pricing with past purchases and demonstrated preferences to generate a highly appropriate “next action,” they demonstrate predictive engagement.

How Data-centric Enterprises Are Accelerating the Shift to a Digital-first Business Design