A connected experience describes synchronized interactions across multiple platforms or devices that provide users with a consistent, integrated experience. It refers to a series of cohesive interactions across touchpoints, making the customer or client journey more seamless and easier to navigate.
Integrated technology platforms are crucial to facilitating a connected experience as these systems and software solutions help connect the different platforms clients interact with.
As the digital world is rapidly evolving and businesses are becoming more data and tech-driven than ever, curating a connected experience has become a very relevant topic, and it’s certainly one you should brush up on if you haven’t yet jumped on board.
With all the different gadgets and digital platforms today, your customers and clients interact with your brand across multiple channels, sometimes all at once, so a unified, connected experience is essential.
For example, say you’re a travel company, and a client uses your services to book a hotel stay. They may book the stay on your website, but then they’ll likely want to see details on their stay and check-in instructions on the mobile app. They may also want details of their upcoming stay to auto-fill in their Google Calendar.
Managing to offer a seamless, connected experience like the example above is something customers frequently look for. Businesses that don’t provide connected experiences will miss out on sales and conversions and risk sending their potential customers to competitors.
From websites to chatbots to Instagram DMs, you should strive to create a connected customer experience that ensures cohesiveness across all touchpoints. You need to connect to all these platforms, sharing information between each one.
Strong data management, cross-platform, or integrated technology and tools can help you achieve a connected experience. These tools and technologies help you manage an integrated, connected experience and facilitate the necessary communication and data-sharing between platforms.
Taking an integrated technology approach could be the solution your business needs to stay competitive and thrive in a crowded digital landscape. When creating a connected experience to streamline experiences for your customers and clients, you’ll likely want to use integrated technology platforms and tools to make the process easier.
There are several benefits to using integrated technology platforms.
You can start streamlining your business operations and processes when all your systems and platforms are integrated. Not only can integrated technology systems improve how you communicate with your clients and customers, but they can also improve how you communicate between business departments.
When information and data are being shared across platforms, it can help break down barriers between the different departments in your organization. For example, when you offer a connected experience, your website and social media teams communicate and work together more efficiently. Integrated technology systems are also a great way to address silos, both in terms of marketing and communicating with clients, as well as silos within your organization.
Integrated tech systems can also help boost productivity. When all your platforms are integrated, you’ll spend less time manually hunting down, gathering, and evaluating data among the platforms. A well-integrated technological system will often automate several time-consuming tasks.
When productivity and communication within your organization are increased, it makes it much easier for employees to collaborate, streamlining your operations and processes and making them more efficient.
Businesses that use integrated technology platforms have a more enhanced approach to data analysis because all the platforms can communicate with one another and share data and information. This allows your business to pull more actionable insights that can be used to improve business operations and offerings.
This can help improve decision-making by allowing you to reference real-time data and make better predictions. You can also use data analysis to identify market trends, emerging patterns, and changes in customer behaviors.
This helps you enhance your business’s overall operational efficiency by helping with processes like better resource allocation and waste reduction. Businesses that use integrated technology platforms to create a connected experience can significantly improve productivity and profitability while offering more value to existing and potential customers.
Technology integration tools can also help improve client engagement and satisfaction. You can interact with your audience more effectively when the customer experience is connected on all your platforms. At the same time, this integration across platforms can also boost brand visibility and reputation, making your customers happier.
Tools like performance-tracking software and engagement-tracking apps can help you continuously monitor your platforms. This establishes a regular feedback loop that can help you foster a culture of continuous improvement within your organization. You’ll likely see increased customer satisfaction when you’re committed to regularly improving how your business operates and communicates.
You can also incorporate data analytics to improve client engagement by reviewing customer data, like demographics, to create personalized marketing campaigns tailored to individual customers or specific customer segments.
FACT: Personalization ensures messaging resonates with your target audience.
How you use integrated technology platforms to create a connected experience can vary from business to business. Still, there are a few critical components featured in most all integrated technology platforms, including:
- Customer Relationship Management (CRM) Systems
- Communication and Collaboration Tools
- Automation and AI-Driven Features
Customer relationship management (CRM) systems manage all your organization’s interactions and relationships with existing and potential customers to help your business stay connected with customers and foster relationships to facilitate growth.
CRM tools can help you improve the customer experience by understanding who your customers are and what they want and need, allowing you to offer more personalization. In that same vein, CRMs can help improve customer retention rates, foster brand loyalty, and streamline sales processes, making your operations more efficient and effective.
Communication and collaboration are important in integrating technology systems and creating a connected experience. Facilitating strong cooperation within your organization is what allows you to communicate with your audience in a cohesive, effective way.
Adding digital collaboration tools to your integrated technology stack can help you communicate well among employees, suppliers, and vendors. Create a transparent information loop that increases trust and helps prevent errors or misunderstandings, especially regarding supply chain management.
Integrated tech systems like Integration Platform as a Service (iPaaS) are a set of cloud-based tools that can be used to create a connected experience. These tools can ensure that various apps connect for seamless collaboration. iPaas tools essentially act as a medium for communications between multiple applications and data points within an organization to ensure everything is connected and working together.
When you look at any new technological advancement in the digital space — whether it’s regarding marketing or otherwise — automation tools and AI-driven features are likely on the roster.
You can use automation tools and AI to automate tasks, so your team doesn’t waste time on manual, time-consuming jobs. AI and automation are significant parts of integrated technology to build a connected experience.
From using CRMs to automate sales tasks to using AI to automate data gathering and analytics, AI and automation tools can help you streamline processes and boost productivity while simultaneously making the experience of interacting with your brand more polished.
Implementing integrated technology solutions and creating a connected experience for your customers, clients, and employees can benefit your business. Still, it’s also important to consider potential challenges such as
With any new business approach, especially tech-focused ones, there will likely be some technical and infrastructural challenges to navigate. This could include compatibility issues with existing systems and technologies, making it hard for some platforms to integrate seamlessly.
You may also face issues if you’re using older or legacy systems, as they may be harder to integrate with new tech and require additional effort to make them compatible.
Data inconsistencies can also cause problems when using integrated technology systems to create a connected experience. For example, different platforms may store data in different formats, which means the data will be inconsistent or inaccurate when you try to integrate it across multiple platforms.
Data privacy and security are often a top concern for businesses and customers in today’s digital landscape. When you start integrating different platforms and systems, you could increase your security risk, putting your organization and its data at risk for data breaches or unauthorized access from bad actors.
This is why following data management and security best practices and ensuring compliance by following local, state, and federal regulations is important. You can use tools like encryption, access controls, and continuous system activity monitoring to ensure no weak points in your data storage and management practices.
Implementing integrated technology solutions isn’t just a one-and-done job. Once you implement these systems to create a connected experience, you must continuously monitor them to adapt and learn over time.
Technology is ever-changing, so you must stay on top of your integrated technology systems to ensure your tech is current. Not only does keeping your technology up to date help you ensure relevance, but it also helps protect your business and customer data from security breaches.
Many data and tech-driven strategies are trial-and-error, so a willingness to learn and adapt over time is vital to maintaining success and effectiveness. Otherwise, your efforts could fizzle out or fail to create the cohesive, connected experience you initially set out to create when you implemented an integrated technology solution.
A connected experience describes synchronized interactions across multiple platforms or devices that provide customers and clients with a consistent, integrated experience. A connected experience makes all interactions across all touchpoints cohesive, which helps make the customer or client journey more seamless and easier to navigate.
Integrated technology platforms are key to facilitating a connected experience as these systems and software solutions help connect the different platforms clients interact with. Integrated technology solutions can streamline business processes, enhance data analysis, and improve client engagement and satisfaction.
Managing to offer a seamless, connected experience is something customers frequently look for. Businesses that don’t provide a connected experience could miss out on sales and conversions and risk sending their potential customers to competitors.
The digital world is continuously evolving, and businesses must do the same to keep up with the market. As businesses become more data and tech-driven, curating a connected experience and using integrated tech solutions is key to improving how you communicate with customers and how they interact with your brand.