Leveraging Loyalty Data to Enhance the Cross-Channel Experience

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The digital deluge creates a river of invaluable behavioral and interaction data for companies to gain a more complete view of customers. Still, organizational silos can block the flow of information, making it difficult for decision-makers to identify and track customers from one channel to the next.

In this 1to1 Executive Dialogue, industry experts Don Peppers, founding partner of Peppers and Rogers Group; and Melissa Boxer, vice president, CRM ProductsMarketing and Loyalty Solutions at Oracle, discuss the steps business leaders should take to leverage loyalty programs, integrated CRM, and customer insights to deliver a unified, personalized, and relevant customer experience that maximizes customer loyalty.