Customer Experience


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How CMOs Can Own the Customer Experience

Oct 21, 2019

Traditionally, organizations haven’t viewed the customer experience as a singular thing owned by one particular person or department. That’s changed, as brands have worked to put customers at the forefront—and it’s given modern CMOs new importance as owners of that experience.

Customer Experience & Personalization Trends 2019

Oct 18, 2019

Marketers believe they have a mandate to personalize customer experiences across channels. That’s because most believe consumers have signaled their interest in receiving more-tailored communications through their behaviors and actions. And in many cases, personalization seems to be the logical next step in achieving the greatest return on marketing investments in a digital, measurable world.

Industry Voices: The Challenges Retailers Face in Creating a Unified View of the Customer

Oct 07, 2019

We recently sat down with retailers, including Enjoy Life Foods, Natori and Knix, to discuss their current marketing efforts and how they define digital transformation. Previously, we dug into the marketing channels they rely on most, challenges they face with measurement and whether they’ve acquired enough first-party data. In today’s “Industry Voices: A Focus on Retail” video, we look at how they incorporate all the data they’ve collected to create a more unified customer view.

US Consumers Tolerate Ads if They're Expecting Them or They're Incentivized

Sep 11, 2019

As we’ve covered, ad blocking in the US and many parts of western Europe are here to stay. Whether it’s over privacy concerns or the general annoyance over ads ruining user experience, many internet users are not happy with ad loads when they browse the web.

Q&A: Understanding the Customer Path to Purchase Isn’t Always Easy, but AI’s a Good Start

Sep 03, 2019

Marketers have long grappled with how to best leverage the data they’ve collected. It’s certainly a challenge as data fuels nearly all of their marketing efforts—including personalization, audience segmentation and targeting.