While customers’ buying journey has grown more complex than ever before, they expect highly relevant and smooth brand experiences through the purchase path. Customers who do not receive relevant communication are likely to drift away from the brand. Therefore, personalisation is very much a part of the marketing strategy.

1. Marketing in the Age of
Customer Experience

2. Consumers are empowered

3. Brands are doing everything possible to enhance customer experience.

4. While customers’ buying journey has grown more complex than ever before, they
expect highly relevant and smooth brand experiences through the purchase path.

5. Customers who do not receive relevant communication are
likely to drift away from the brand.

6. Therefore, personalisation is very much a part of the
marketing strategy

7. Three-step approach to Personalisation:

8. When marketers follow a rigorous channel-specific strategy, it does not
provide them the room required to build a broad-based approach to
integrate solutions for a unified customer experience.

9. Hence, marketers need to shake up their siloed
approach in order to optimise marketing effectiveness.

10. This shift in approach towards a people-oriented and people-
centric solution helps marketers realign their marketing objective.

11. People-oriented marketing represents a fundamental shift from viewing
consumer behaviour from the standpoint of individual channels to
placing consumers at the heart of marketing strategies

12. The solution enables marketers to effectively track and measure
consumer behaviour across marketing channels across devices.

13. These insights equip marketers with the information required to
design a seamless customer experience across channels.

14. About ICFAI Flexible Learning Programs
ICFAI Flexible Learning Programs are designed primarily for Working Professionals to pursue their
management program while they continue to work. These programs provide them with the Skills, Knowledge
and Strategic Perspectives required for them to succeed at their workplace and promote their career
progression.
The programs range from Modular >> Certificate >> PG Diploma >> MBA in the functional areas of Finance,
Marketing, Operations, HR etc. and covers the industry sectors like IT/ITES, Health Care, Pharma, Telecom,
Banking, Financial Services and Insurance, etc.
Features - Flexible Learning Programs:
✓ Convenient and Flexible Mode of Learning
✓ Innovative learning methodology backed by Contemporary Curriculum
✓ Quality Courseware along with new-age learning aids as part of the Hub & Spoke Learning Model
✓ Online Counseling Classes
✓ Web support for the students
✓ Easy fee payment patterns including EMIs
✓ Examination thru Computer Based Testing (CBT) pattern – conducted 4 times in a year, giving flexibility to
the working-class in choosing the schedules

15. Thank You
Phone: 1-800-200-9977
Email: FLP@ICFAIUNIVERSITY.IN
Website: www.flexible.icfaiuniversity.in