Media  Engagement

A new era of engagement challenges and opportunities

Media players today are re-prioritising investment towards immersive B2C and B2B brand experiences in order to attract, engage, and retain customers.

Why? Because customers increasingly consider 'experience' to be as important as products and services. In fact, our research shows an incredible 79% of global consumers think this way which means there’s never been a more crucial time to really know your audience and relate to what they’re experiencing.

What’s more, 76% of consumers get frustrated when companies show them products that are not relevant to them, according to McKinsey and Company. This means the experiences customers expect are personalised ones.

In addition, there’s customer behaviour – which changes constantly. For example, customers are increasingly willing to share personal information in exchange for better experiences, according to our research in the retail sector. This heaps pressure on a business’s ability to effectively capture data but also on their ability to develop processes which will allow the data they capture to meaningfully improve customer experience (CX)

Throwing money at the problem isn’t enough. The path to delivering on this takes time, sustained investment, and the wrangling of a lot of complexity.