How To Unify Customer Experiences on the Web, In the App and Everywhere In Between

In our mobile-first world, customers expect a unified, seamless experience wherever they interact with brands. What they see from your brand in one channel should be contextually connected with what they see from you in other channels. This, of course, is much easier said than done. 

Customers experience disconnected and broken interactions with brands because of siloed teams, channels and data. To make matters worse, marketers and product managers rely on development teams to enhance a customer’s app and website experience, but improvements often get placed on the back burner because of competing priorities. I’m sure you feel the friction in this process daily.  Unfortunately, your customers do, too.

The reality is getting mobile-first customer experience right is really hard. We understand. Since the dawn of mobile apps, Airship has helped our customers tackle this challenge. We powered the first push notification, in-app message and mobile wallet boarding pass, which have all become industry standards. Our no-code native experience editor is the first of its kind, enabling marketers and product managers to engage customers wherever they are with experiences they can create in minutes instead of months. 

Today, we’re excited to bring you even more value with technologies that provide everything you need to get mobile-first customer experience right — in the app, on the web and everywhere in between.

The Big Problems That Need Solving

There’s little room for error when creating customer experiences across channels — one in three customers will leave a brand they love after just one bad experience. That’s a big problem. So is the marketer’s reality of increasing pressure to do more with less while driving positive ROI on costly paid acquisition efforts.

Here’s how the Airship Experience Platform can help. 

After months of customer feedback, today we announced that Airship is extending its innovative, mobile-centric customer experience platform to the web. Now, you can more quickly and powerfully build content and engage your customers consistently and personally wherever they engage your brand. Instead of losing new customers, you can create, test and adapt connected experiences that align what customers see in your app and on your website — whether it’s for activation, education or promotional purposes — all without a single line of code from developers. 

• Scenes & Stories: Engage customers with rich, immersive content to advance any number of goals, from onboarding and opt-in to adoption and conversion
• Surveys: Easily collect feedback and other zero-party data to fuel more personalized experiences
• Embedded Content: Create multiple, personalized content blocks embedded directly into app screens and web pages to engage customers without interrupting their experience. 

As more consumers reject blunt promotional marketing, Airship enables brands to build, test and deliver new experiences that drive your objectives — from opt-ins, user registrations, purchases and feature adoption to reviews, survey responses and more. The best part? Anyone on your team can craft experiences once and deploy and adapt them everywhere in your app and on the web. In minutes, not months. 

Design, Deploy and Optimize Customer Journeys in Minutes with Journeys AI

Marketers and product teams all have the same goal: drive customers to take high-value actions that fulfill specific business objectives. However, orchestrating intuitive journeys across multiple channels is difficult and time-consuming, especially with customers adopting more and more digital channels, platforms and devices. Disjointed, disruptive experiences between apps and websites are more common than ever before.

For years, Airship Journeys has been trusted by some of the world’s most esteemed brands to reach their customers seamlessly across push, email, SMS, web notifications, in-app and in the web browser. Now, with Journeys AI, you can tap into the power of generative AI to quickly create, deploy and iterate customer journeys across all digital touchpoints. The result is a more unified brand experience and increased conversions. This is a massive shift for those who have struggled to weave together app and web messaging and experiences — and reach the right people at the right moment.

With Journeys AI, you can build, measure and optimize with real-time customer intelligence to drive high-value actions. You’ll also get the data insights you need to continuously sustain valuable relationships. It’s a win-win for you and your customers.

Gather Richer Zero- and First-party Data with Surveys

Data deprecation has forced marketers to retool how they understand their target audience. As customer expectations for immediate, unified brand experiences increase, it’s critical that brands double down on growing owned channels into the future. 

Now, with Airship Surveys, you can design targeted app and web experiences to collect customer interests, sentiment and preferences without needing complex custom code. Our expansion to the web opens up new opportunities to reach customers wherever they are — on a mobile device or traditional desktop — and gather the information you need to improve segmentation, engagement and loyalty. 

Learn from Leaders Who are Tackling the Challenge of Delivering Unified
Mobile Customer Experiences

Is getting mobile-first customer experience right a priority for you? It should be. Register here for our upcoming LinkedIn Live with The Drum, “From Fragmented to Fluid: How to Reconnect Mobile-First Customer Experience for 2025,” on October 8th. Airship’s Chief Strategy and Marketing Officer, Tom Butta and Invisible Stuff’s Founder and Chief Product Officer, Sienne Veit (formerly CPO at Kingfisher) will discuss the challenge of unifying customer experiences across web and apps. 

Questions about how you can start taking advantage of our new product features? Reach out to your dedicated account manager for more information! We’re here to help.