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Dentsu’s journey to anticipate the future of customer experience for Australian brands

“It is critical to understand the ways each company thinks, plans, and delivers unique personal conversations. Our measure of success is found through the design and implementation of customer-centric digital marketing, commerce, and service experiences that are contextually relevant and personally informed,” summarises Hallander.

Erik Hallander, Chief Executive Officer of Merkle Australia.

Erik Hallander, Chief Executive Officer of Merkle Australia.Credit: Supplied.

The final part of the equation focuses on Organisational Agility to ensure a customer-centric strategy moving forward. By bringing these areas together, organisations can transform into market leaders by implementing a customer-centred strategy and infrastructure. It’s about marketing, sales, commerce, and service, no longer working separately but in unison to foster a culture of innovation, agility, and shared goals.

Merkle will rely on the business’s key alliances with Adobe, Salesforce, AWS, Google, and Sitecore to ensure that. “We will empower brands to differentiate customer experiences and differentiate user and employee experiences so that all elements in the marketing strategy work cohesively,” says Hallander.

Merkle also has a proven track record of working with a large portfolio of clients to achieve positive results in customer experience management. Across Australia, the client list includes Redcape Hotel Group, University of Melbourne, Seafolly, Medibank, Hertz, Domain, SBS, and Mitsubishi.

With the combined capabilities of Merkle and Isobar, there is significant potential to build further and maximise the value of its client’s portfolios.

To learn more about leading solutions to transform your customer experience, please visit the Merkle website.

1 Forrester Research, Inc.

2 Sources: PR Newswire – New retail study shows marketers under leverage emotional connection| Forbes.com – How To Overcome Technology’s Artificial Divide And Succeed At Being Seamless | CMO by Adobe – Mind-Blowing Stats about Customer Experience Management; Gartner: Realising the Benefits of a Superior Customer Experience – May 2018​

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