196 Andy O’Dell Co-Founder and Chief Strategy Officer, Clutch “The future is all about frictionless experiences. Customers are looking for a memorable experience rather than just a product or service. For this reason, solutions should meet a retailer’s prime objectives to design their own loyalty programmes in the first place – boosting brand affinity, increasing sales and ensuring (the right) customer retention, all in a highly cost-efficient manner. As customer journeys are constantly changing, this requires loyalty solutions that are highly flexible, scalable and open to the outside world. Therefore, these solutions need to be modular and based on open application programming interfaces, so they can easily fit into the existing and future technology landscape and can be extended quickly with new capabilities to meet changes in customer behaviour.” Nicolas Pelletier Director, Strategic Software Sales, Diebold Nixdorf “With customer expectations at an all-time high, brands must deliver personalised marketing content on all channels, at all times. But with unprecedented amounts of data to manage and multiple marketing systems in play, meeting these expectations can be difficult or even impossible for brands. Clutch seamlessly integrates cross-cloud with Microsoft Dynamics marketing, sales and commerce solutions to enable real-time engagement powered by a unified customer profile. Dynamics customers can create loyalty journeys, issue reward currency, and optimise offers with embedded machine learning intelligence. Together, Clutch and Microsoft technology provide the best experience – and the best outcome – for the marketer and the end customer.” F E ATUR E Photo: Diebold Nixdorf
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