Optimising and Personalising the Customer Journey
Through our work with membership organisations over the last 17+ years we've been at the forefront of the shift from offline to digital and in more recent years embracing hot topics such as 'user experience' and 'personalisation' amongst others. With our newest venture into the events world it's been a surprise to us that events and conference management has been left behind within the very same organisations.
So many membership associations run their event websites and online registration through third-party systems. Typically these systems adopt a one-size-fits-all approach leaving the user experience somewhat underwhelming, member data being stored in yet another database outside of your control (a GDPR headache I'm sure you'd rather avoid) and certainly not integrated with your MRM/CRM or bulk email systems. Your members want a seamless and consistent experience when interacting with you, irrespective of the channel they choose.
In order to achieve this you need to have a 360 degree view of your members, and that comes from deep integration between core systems, and then using that information and automation to deliver a highly personalised and exceptionally smooth experience. Why it's not enough just to 'digitise' Why integration is key to personalisation How personalisation drives optimisation and ultimately leads to improved customer satisfaction levels
Ref:ENG18/TLK-7370
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