“Today’s generation of customers are always connected and well informed, but businesses are lagging behind in terms of both understanding and engaging their customers across all their channels in ways that are both relevant and consistent,” said Brian Walker, chief strategy officer, SAP Hybris.
Only one in four companies are enabling omnichannel customer engagement, whereby they have a unified, “single view” of the customer and are delivering a consistent, contextual, and relevant experience across all their channels, a recent study commissioned by SAP Hybris, a business unit of SAP SE, shows.