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As part of Solutions Review\u2019s\u00a0Contributed Content Series<\/a><\/span><\/span>\u2014a collection of contributed columns written by industry experts in maturing software categories\u2014Angie Tay<\/span><\/span>, <\/span>Executive Vice President <\/span>and Group Chief Operating Officer at TDCX<\/a>, outlines three ways companies can win over the hybrid customer.<\/span><\/span><\/strong><\/em><\/p>\n Consumers are embracing a digital future, increasingly using online and offline channels to make purchases. There are numerous studies and statistics that prove this point, from Google stating that 85 percent of shoppers will start a purchase on one device and finish on another to eMarketer finding that the number of US mobile buyers is expected to reach 187.5 million in 2023, up from 170.3 million in 2019.<\/span>\u00a0<\/span>Bundled with the growth of such trends are customer expectations for a seamless and personalized experience across all touchpoints. Hence, the hybrid customer presents many challenges but also opportunities for businesses.<\/span>\u00a0<\/span><\/p>\n How, then, can businesses live up to and, better yet, exceed\u00a0such expectations and provide a smooth and effortless purchasing experience across all touchpoints in the buying process? Given the resources it takes to target and engage with a consumer, it would be a massive letdown if these efforts were met with cart abandonment at the end of the purchase journey. <\/span>\u00a0<\/span><\/p>\n Businesses must prioritize omnichannel integration to provide a seamless experience across all touchpoints. Without well-integrated systems and platforms, the company would not have a unified view of the customer, which in turn hampers its ability to provide continuity in the customer experience.\u00a0<\/span>\u00a0<\/span><\/p>\n With the bird’s eye view of the customer, companies can also provide personalized recommendations and promotions across all channels. To achieve this, businesses should invest in technology that supports omnichannel integration, such as Customer Relationship Management (CRM)<\/a> systems and marketing automation platforms. They can also consider tapping the expertise of an experienced CX services provider with expertise in areas such as CRM<\/a>, marketing automation<\/a>, and data management<\/a> to achieve this integration.\u00a0<\/span>\u00a0<\/span><\/p>\nLeverage Technology to Provide an Omnichannel Experience <\/span><\/b>\u00a0<\/span><\/h3>\n
Data-Driven Personalized Experiences <\/span><\/b>\u00a0<\/span><\/h3>\n
![\"Download](\"https:\/\/solutionsreview.com\/crm\/files\/2019\/06\/crm-speedbump.jpg\" "\\"CRM")
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