In this paper, we takes a look the results of two pieces of research, recently commissioned by SDL. The first research is customer facing. More than 2,500 online customers completed an online survey about their recent online purchases, where we discover:
- What content customers use as they move from awareness to evaluation and through to purchase and post-purchase product use?
- What their expectations are and where they are not fulfilled?
The second piece of research, looks at organizations and the challenges they face to create continuous customers journeys, from "Today’s Content Supply Chains Prevent Continuous Customer Journeys," Forrester Consulting Thought Leadership Paper, published in November 2018. This paper takes a look at:
- Rising customer expectations and the ways in which this intensifies the demand for seamless customer experiences
- How initiatives will suffer without investments in processes and technology