Amazon’s reach is undeniable with 43% of total US online retail spend occurring on its website. With an ever-expanding market presence Amazon is affecting every business in one way or another. This leaves many retailers grappling with how to evolve appropriately to retain and gain market share in the age of Amazon.
Customers now expect innovative brands to engage them on the device and medium they are using at the time. Therron Hofsetz, Director, Enterprise Applications at Holland America Line explains how Holland America is connecting first and third-party data, predictive analytics and machine learning to enhance email, online and onboard experiences for guests.
87% of marketers expect customer experience to be their primary differentiator, according to Gartner Research. But the digital transformation has presented brands with new challenges when it comes to customer experience forcing marketers to think differently about how they market to consumers, build brand loyalty and drive sales.