Key Takeaways

Join Merkle's authors for the 2021 Customer Engagement Report, as they dig deeper into the findings from the latest research. Topics will include:

• How organizations are preparing for a world without third-party cookies
• Strategies for the rise of zero-party data collection and second-party data alliances
• Benefits of storing data in the cloud
• Decisioning technology for CX at scale
• New customer-first experiences strategies for 2021

Detailed Overview

The customer data and identity landscape, paired with the evolving digital experience, will look vastly different than it did just 18 months ago. That's the fastest pace of change brands have ever endured.

Fifty-two percent of marketers, analysts, and technologists said they are already prioritizing collecting first-party data from digital experiences to account for rising privacy-related data restrictions. Forty-four percent said that an integrated data platform is their biggest gap in delivering real-time, omni-channel experiences. And, seventy-six percent said they do not yet have full continuity between their online and in-person experiences.