What Does Marketing Ask of IT for Digital CX Management?

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Organizations are finding digital channels highly important when it comes to communicating with their customers. Indeed, a report [download page] from Crownpeak found that 1 in 5 organizations cite digital advertising as the most important communication channel today. Research from WARC shows that marketers have made customer experience their primary priority for digital transformation. However,… Read More » The post What Does Marketing Ask of IT for Digital CX Management? appeared first on Marketing Charts .

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The future of the mall

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30-second summary: More customers are transitioning to a digital-first experience Digital-first brands that recognize a superior CX as a competitive differentiator are aware that the in-store experience, while still important, represents just a sliver of how a customer interacts with a brand. Clienteling is one type of a digital experience that can enhance an in-store visit. Malls are taking other steps to re-think the traditional mall experience with a digital focus, such as buy online, pick-up in-store (BOPIS) or buy online, return in-store. A personalized, digital-first CX that treats an in-store experience as complementary to a holistic customer journey more closely aligns with how the customer views their relationship with a brand. As a proud native Minnesotan, home to the Southdale Center and the Mall of America, the country’s first mall and its first mega-mall, respectively, the topic of the demise of the mall hits close to home. While Minnesota …

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Why digital transformation should be your new demand gen strategy

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30-second summary: Ensuring that your business has the right digital tools can facilitate growth by enabling marketing and sales teams to improve brand engagement, better analyze data, more easily create content, and improve CX. Demand generation is facilitated by the right tools which can help marketing teams scale activities such as content management, lead nurturing, social media optimization, ABM, and more. There is no such thing as an average martech stack. Customization of tools is key to figuring out what works for you to achieve business growth. Chiefmartec’s Stackie awards include nearly 50 illustrations of martech stacks from a vareity of businesses which demonstrate how varied martech stacks can be. Incorporating tools that enhance and facilitate customer experience is an important (even critical) ingredient to using digital transformation for demand gen. Using technology to enhance business processes is nothing new. The very first business computer — The Lyons Electronic Office …

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A guide to the changing role of the modern CMOs

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30-second summary: Domo partnered with global research company Censuswide to conduct a survey of nearly 700 senior marketers across seven international markets to assess the challenges and responsibilities facing modern CMOs. One major finding is that perpetual change in technology, data sources, and media channels is significantly impacting how CMOs do their job. The issue of who owns data—and how to manage it—is clearly a pain point for CMOs. Without any clear idea of who owns the data, managing it becomes a critical challenge, as does gleaning actionable insights from data that can hinder growth. 23% of senior marketers respondents indicated that the C-Suite’s focus on short-term over long-term results was a top communication barrier. Domo’s survey revealed that the data that matters most to marketing leaders is focused more on customer experience versus ROI. 23% of large enterprise organizations are planning to allocate over 40% of their marketing budget …

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7 enterprise level providers of AI-enabled marketing solutions

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30-second summary: We provide seven examples of enterprise-level providers of AI-enabled marketing solutions as well as case studies for each. Each of these companies are leaders in their respective category, with B2B and B2C organizations each benefiting from their AI-enabled solutions. This list is not inclusive of every enterprise-level provider, but is meant to give mid-to-enterprise-level organizations an sense of the best-in-class tools that exist in the market today, and how organizations are using them to improve their marketing, sales, and customer experience initiatives. As part of our ongoing coverage of artificial intelligence (AI) in marketing, we’ve compiled a list of ten enterprise-level providers of technology solutions that utilize AI in some capacity. This list covers key categories within the martech space including digital asset management, marketing and sales enablement, customer experience/engagement, and account-based marketing. This list is not – by any stretch of the imagination – comprehensive in terms …

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The importance of customer engagement in a digital-first environment

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30-second summary: The pandemic has forced many businesses to pivot to digital channels quickly in order to meet the needs of consumers’ rapidly changing behaviors. Personalized customer engagement has been thrust to the forefront of digital transformation initiatives, but addressing customers’ high expectations is difficult, if not impossible, without the help of AI and machine learning-enabled tools including. Pega is hosting an online summit to discuss how organizations like Vodafone, Accenture and Ernst & Young are leveraging AI-driven customer engagement platforms to facilitate intelligent customer interactions. The virtual summit, Pega Discover: One-to-one Customer Engagement Online Summit, is free and takes place on October 7 th , 2020. Visit Pega’s website for more details about the event, or to register. The pandemic forced many businesses to innovate quickly, placing a heavy burden on digital channels as consumer behavior shifted. The following chart by McKinsey uses data from late April 2020 to …

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Digital channel performance: Evangelizing and communicating with the C-Suite

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30-second summary: Consumers are experiencing a blurring of lines between working and personal worlds. The accelerated shift to digital has crystalized its importance exponentially. This has captured the attention of C-suites in a way never seen before. Marketers need to fuel the C-suite with more digital insights to showcase the value of each digital channel. Marketers need to become the voice of the consumer in the boardroom. Characterized by continuing crises on every front from leadership to environmental to economic and of course health, 2020 was a year that reinforced the importance of digital worldwide. We saw transformation in even the most established (some might say resistant to change) industries. As so many consumers experienced the blurring of lines between their working and personal worlds, they are finding cause to reevaluate their own digital lives. This incredible shift in consumer behavior has captured the attention of the C-suite in a …

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8 questions to ask before replatforming your ecommerce ecosystem

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30-second summary: Capgemini’s white paper covers eight important replatforming considerations that retailers should ask before updating their ecommerce ecosystem. The initial three questions focus on determining where your company stands right now in term customer expectations and your current CX capabilities. The next three questions consider that you’ve selected your platform and signed the contract. They address the realities of the contract-to-development process. The final two questions address what’s involved with designing and launching your website and are important questions that help you consider if now is the right time to replatform. When it comes to ecommerce, the replatforming journey can be daunting and overwhelming. A recent white paper by Capgemini, a global technology consultancy that specializes in digital customer experience (CX), reviews eight important questions that retailers need to address before replatforming their commerce solution. The white paper, Eight Questions to Ask Before Migrating to a New Commerce Platform …

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How Citi Commercial Cards is using conversational AI to improve CX

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30-second summary: Citi recently engaged with Interactions, a provider of intelligent virtual assistants (IVAs) to implement a pilot program that utilizes a virtual agent with the goal of improving CX in their Commercial Cards division. Citi’s commercial clients were receptive to utilizing technology that reduced the need for card holders to speak with a representative for routine issues that could be effectively addressed digitally. A cross functional team at Citi evaluated AI chatbot provider, Interactions. Citi’s product, technology, operations and customer service teams worked closely with resources at Interactions to implement the tool. From the selection process for Interactions through the first live test call, the onboarding process took about 11 months. Currently the chatbot initiative is still a pilot program that addresses five simple issues with an automated agent. A key part of Citi’s CX strategy was to notify clients before rolling out the pilot program. Since the pilot …

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Evaluating virtual events, success with speakers: Thursday’s daily brief

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Marketing Land’s daily brief features daily insights, news, tips, and essential bits of wisdom for today’s digital marketer. If you would like to read this before the rest of the internet does, sign up here to get it delivered to your inbox daily. Good morning marketers, can virtual events ever recreate the social aspects of in-person shows? We are social beings. That’s even more evident now that we have been confined to our homes for so long. Nothing can really replace the social aspect of in-person events — the camaraderie, developing business relationships, networking and being able to interact with speakers and sponsors one-on-one in a learning environment. Putting aside airline delays, many people will be excited to get back to in-person events as soon as it’s safe to do so. In fact, they’ve already told us they prefer in-person to virtual . However, there will continue to be a …

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9 in 10 CX Professionals Say a Journey-Based Strategy is Key to Overall Success

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Eight in 10 CX, analytics, customer care, and marketing professionals surveyed for a new report [download page] from Pointillist say that a journey-based strategy is very (39%) or extremely (40%) important to their organization’s overall success. Respondents, more than 95% of whom have a customer journey-based approach to CX, also agree that a journey-based approach… Read More » The post 9 in 10 CX Professionals Say a Journey-Based Strategy is Key to Overall Success appeared first on Marketing Charts .

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