Customer Experience Management

Despite Challenges, Marketers Remain Committed to CX Technologies – B2B Marketing Article

In my last post, I discussed some of the findings from a recent study by The Harris Poll and RedPoint Global. Addressing The Gaps In Customer Experience was based on the results of two surveys. One involved 454 senior marketing and customer experience executives, and the second involved 3,002 adult consumers. The participants in both surveys resided in the United States, Canada, or the United Kingdom. As the title of the research report suggests, the primary objective of this study…

Read More

The Growing Personalization Conundrum for Marketers – B2B Marketing Article

For more than two decades, the value of personalization has been largely unquestioned in marketing circles. Most marketing leaders now view personalization as essential to marketing success, and providing personalized marketing messages and customer experiences has become a top priority in many companies. Several recent research studies have confirmed that marketers strongly believe personalization drives improved marketing performance, and that most are committed to making personalization a core component of their marketing efforts. For example: In the 2019 Trends in…

Read More

Subpar Mobile Experiences Result In Slower Growth And Less Loyal Customers – Mobile Marketing Article

Mobile is a central part of a consumer’s day The Adobe study found 54% of Americans rely on their smartphones when they’re home. Over the past year, they increasing have been using their mobile devices for banking (39% more), scanning documents (34% more), and sending money (29% more). Additionally, mobile has become the preferred method for shopping. Specifically, consumers are using their devices to peruse electronics (49%), bank (47%), order food (46%), research a trip (42%), and browse for clothes…

Read More

Modernize Your Martech Stack for Moments – B2B Marketing Article

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences served to consumers in just the moment they need them. Marketers must adopt the right strategy, operational best practices and technology to win, serve and retain customers in this new environment. Brands aren’t equipped to meet customers’ expectations today. Emerging technologies and shifting cultural norms fuel…

Read More