From activation to conversion: Reinvent the customer journey with conversation and AI.

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In a world where consumer expectations are rapidly evolving, it’s crucial for businesses to rethink their approach to the customer journey. From activation to conversion, conversational marketing and artificial intelligence (AI) offer innovative solutions to create personalized and engaging experiences. Let’s explore how to tailor communications to individual customer needs, optimize retention, and overcome the challenges of data and channel fragmentation. Discover how an end-to-end customer engagement strategy can transform your interactions and put the customer at the heart of every decision.

Charlotte Vachenq
Charlotte Vachenq
,
Marketing Manager
SUMMARY
Acquisition costs versus retention
The challenges of the customer journey
The end-to-end customer engagement strategy
Seamless Integration and Conversational AI
Acquisition costs versus retention
It is well established that acquiring new customers costs between 5 to 25 times more than retaining existing customers according to Harvard Business Review . With acquisition costs constantly rising, it becomes essential to fully optimize the existing customer base. Customer retention is thus becoming increasingly important as attracting new customers becomes more and more expensive.

While many retailers are investing heavily in acquisition channels like Google and Facebook, it is also crucial to devote equal efforts to customer retention and loyalty to avoid customer churn.

The evolution of traditional channels
Traditional methods of capturing and reaching customers are losing their effectiveness. For example, email open rates are 21.3%, with a click-through rate of only 2.6%. Organic social media engagement is also limited, with 5.2% on Facebook and 15.7% on Instagram.

Create engaging experiences
Today’s consumers are looking for relevant and personalized communications. To meet these expectations, it’s important to deliver highly personalized experiences, at any time and through each customer’s preferred channel, whether it’s email, WhatsApp , Instagram , or something else.

However, one of the main challenges is the dispersion of the customer journey across different departments, solutions and channels.

The challenges of the customer journey
Challenge 1: Non-centralized data

The diversity of data sources makes it difficult to create a complete view of the customer.

Challenge 2: One-off solutions

Many companies still use multiple separate tools and software to communicate with their coo email list customers

Challenge 3: Multiplication of channels

Businesses are constantly adding new communication channels to engage with their customers on their favorite platforms, increasing the complexity of managing interactions.