According to customer experience futurist and thought leader Blake Morgan, brands need to become more experience focused to make their customers’ life easier and better by adapting technology into their online business.
Nowadays customers expect a lot from brands before purchasing online, especially with the rise of Martech trends. The customer journey starts online so brands need to meet their customers during all touchpoints that happen through digital channels. The pull effect is no longer the main strategy to attract potential customers as it used to be a decade ago. Now, it is vital to integrate an effective and customer-centric push effect, in order to be present and available where your target audience demands it.