Why speed is becoming customer experience’s biggest competitive advantage
By Raviteja Dodda, CEO & Co-founder, MoEngage
Data is no longer the advantage it once was. Most enterprise brands already know a great deal about their customers. Increasingly, what separates them is how quickly they respond before the moment of relevance disappears.
The Real Data Problem
Enterprise marketing teams collect more data than they can act on. Every click, cart abandonment, and support ticket registers somewhere inside the business, but the breakdown happens right after, turning a signal into a response, since the pipelines built to act on data remain fragmented across tools.
McKinsey research puts a number on why this matters: 71% of consumers now expect personalised interactions, and 76% get frustrated when brands fail to deliver them. That gap between expectation and execution is where advantage is won or lost.
Each new channel that gained traction, whether WhatsApp, SMS, or in-app messaging, brought another point solution, leaving a...
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