Digital Marketing Solutions
What are Digital Marketing Solutions?
Customer Experience (CX) goes beyond the contact center with customers engaging with marketing teams for campaigns and social media exchanges. End to end digital marketing solutions include Selligent and Adobe Marketing Cloud.
Digital marketing solutions are platforms used to plan, run and measure campaigns across channels such as email, web, mobile and social media. They typically include audience segmentation, campaign automation, content management, personalization and analytics. Selligent and Adobe Marketing Cloud are examples of platforms in this category.
Marketing and the contact center often reach the same customers, so connecting the two matters. A campaign can drive a spike in contacts, and a customer who has just complained may not welcome a promotional message. Sharing data between marketing platforms and contact center systems helps align messages with each customer’s recent interactions, route campaign responses to the right team, and measure how campaigns affect service demand as well as revenue. Common integration points include shared customer profiles, campaign response handling and consent preferences.
Related: Customer experience (CX), Social messages / social channels, Outbound customer interactions, Integrations.