Every year comes with more digital touchpoints, new product content demands, and an increasingly complex omnichannel customer experience. At the same time, e-commerce is growing faster and faster — customers spent $861.12 billion online with U.S. merchants in 2020 (up 44.0% year over year). It’s never been so important to deliver personalized content at every step of the customer journey or so difficult to orchestrate.
While some brands are struggling to keep up, others use a digital asset management (DAM) solution to streamline their content workflow and deliver an omnichannel customer experience. New Balance and Fanatics have both stepped up to the challenge to deliver omnichannel customer experiences that are consistent, positive, and personalized. Here’s how they’re doing it.