For years, delivering strong customer experience (CX) has been critical to an organization’s success—yet it’s still difficult to deliver on. Here’s how marketers need to think about CX success in 2021.

The major social platforms hit the ground running in 2021, making substantial investments into many of today’s top social trends: audio, influencers, and short video, to name a few.

Social commerce accelerated in the US in 2020 amid the pandemic-driven ecommerce boom as key platforms advanced their shopping and checkout capabilities.

On today's episode, we discuss how the "Big Three" are driving the digital rebound, what we can expect from TV, and a step change for radio advertising. We then talk about the importance of YouTube recommending products shown in videos, consumer awareness of the sunsetting on third-party cookies, and how much Apple's privacy changes could affect Facebook's ad revenues. Tune in to the discussion with eMarketer senior forecasting analyst at Insider Intelligence Eric Haggstrom.

On today's episode, we discuss when the right time is for post-pandemic ads, what should be considered when making that decision, and who's doing a good job so far. We then talk about how to handle the privacy paradox, the relevance of "digital campfires," and what customers really want online. Tune in to the discussion with eMarketer principal analyst at Insider Intelligence Jeremy Goldman.

On today's episode, we discuss the different ways brands might get involved on social audio apps like Clubhouse, what kind of Summer Olympics we can expect this year, common ad tactics that are alienating people, America's payments revolution, how retailers are using Facebook Shops, what we know and don't know about the ocean, and more. Tune in to the discussion with eMarketer principal analysts Jeremy Goldman, Nicole Perrin, and Debra Aho Williamson.

Retail ecommerce sales in Western Europe rose by 26.3% in 2020, to €481.54 billion ($539.18 billion). The pandemic is fueling other shifts in the retail landscape, too, such as a greater focus on buying local.

On today's episode, we discuss representation in advertising: What does it mean to ban the concept of "normal," how are some advertisers pivoting toward realism, and how are demographic groups being portrayed in ads? Tune in to listen to the discussion as eMarketer senior analyst Bill Fisher hosts senior analyst Jasmine Enberg, research director Matteo Ceurvels, and senior researcher at Insider Intelligence Man-Chung Cheung.

The availability and use of data has revolutionized advertising in recent decades. Shane McAndrew, chief data strategy officer at agency Mindshare, joins eMarketer principal analyst at Insider Intelligence Nicole Perrin to discuss the new Data Ethics Compass developed with GroupM and Unilever, what consumers expect from advertisers and their partners, and why experimentation is critical to attributing revenues to marketing touchpoints.

Even before the pandemic, the direct-to-consumer (D2C) space was heating up in Western Europe. But the side effects of stay-at-home orders helped accelerate D2C’s popularity, and the landscape looks to be permanently altered.

On today's episode, we discuss how the coronavirus changed each generation, Twitter's ecommerce ambitions, what consumers want from brands one year into the pandemic, Virginia becoming the second state to enact a consumer privacy law, TikTok competitors from YouTube and Netflix, how to improve your art viewing experience, and more. Tune in to listen to the discussion with eMarketer principal analyst Jeremy Goldman, analyst Blake Droesch, and director of forecasting at Insider Intelligence Oscar Orozco.

Which ad type do US adults trust?

A direct-to-consumer (D2C) strategy wasn’t top-of-mind when soda brand Olipop launched in 2017. In fact, during its first year of business, the brand didn’t even have a website—primarily relying on retail brick-and-mortar partnerships to drive sales. But last year, everything changed.

US Consumers want equitable workplaces > empty promises

eMarketer principal analyst Nicole Perrin and forecasting analyst at Insider Intelligence Eric Haggstrom discuss Google's Q4 performance and what's driving it forward. They then talk about YouTube's shift to connected TVs, whether Americans are becoming less tolerant of digital ads, and what to make of the UK watchdog's investigation into Google replacing cookies.

Social network ad spending has substantially rebounded since the early days of the pandemic. In 2021, the biggest issues social media marketers will face are in the areas of brand safety, ethics, and privacy.

The COVID-19 outbreak undermined many of our pre-pandemic US forecasts. Insight can now be gleaned by examining the difference between what we thought would happen as of February 2020 vs. what our forecasts now show.

eMarketer principal analysts Jeremy Goldman and Jillian Ryan, along with senior analyst at Insider Intelligence Sara M. Watson, discuss what a reimagined workplace looks like, The New York Times digital transformation, what big tech can expect from the Biden Administration, whether the world is getting less colorful, podcasts as a direct line to consumers, how many people live underwater, and more.

Measuring the effect of their messages is one of marketers' most vital tasks. Anne Hunter, vice president of product marketing at panel-based insights company DISQO, joins eMarketer principal analyst at Insider Intelligence Nicole Perrin to talk about some of marketers' longstanding challenges with measuring ad effectiveness and understanding consumer journeys—and how a consumer-first approach can help.