Are You Communicating at Your Customers, or with Them?

In today’s saturated digital landscape, one of the biggest challenges is understanding the “new consumer”. Just “communicating” is no longer enough. A key pain point highlighted in the webinar is that many brands are simply broadcasting messages, but they don’t know how, to whom, or where to communicate effectively.

This creates a disconnected and impersonal experience.

The Channel-Message Mismatch

Think about this common pain point: What good is a perfect, personalized offer if you send it on a channel the customer never checks?. Conversely, what’s the point of using their favorite channel (like WhatsApp) if you send them irrelevant, generic information?. As webinar speaker María José Pinzón noted, you must talk to the person about what they like, and do it on the channel they like.

This mismatch wastes marketing resources and leads to low conversion rates. Another challenge identified was that mass campaigns are often difficult to manage and lack personalization.

The Solution: Unify, Converse, Connect

The solution begins by unifying all your digital channels—Web Push, App Push, WhatsApp, Email, SMS, etc.—into a single platform. This allows you to generate personalized experiences for each client and analyze which channel is best suited to help them (and you) achieve your goals.

The goal is to stop broadcasting and start conversing, ensuring every conversation has “sense, context, a specific tone, and a specific objective”. As the webinar presenters aptly put it: “Brands that converse, connect. And those that connect, and build loyalty”.

By personalizing messages through segmentation and delivering them on the right channels, you optimize your budget and dramatically increase conversion. In the case of their client Flamingo, this exact strategy of personalization and multi-channel management turned their indigital-powered campaigns into the number one source of traffic for the company.