94% of Consumers Are Frustrated by Disjointed Experiences and Poor Customer Journeys

Research Shows There’s No ‘Third Time Lucky’ for Brands Failing at Customer Experience New research launched from Thunderhead reveals that two in five consumers (39%) would consider switching to another retailer after two bad experiences with a brand. The study surveyed 4,000 consumers in the US and UK to uncover what consumers today expect of brand experiences in banking, auto, insurance, telco, energy and retail. Thunderhead, the leader in customer engagement and journey orchestration, also found that two in five…

Optimizing Ad Journeys Based On Consumer Sentiment Could Save Millions Finds New Study From ViralGains, MAGNA and IPG Media Lab

Over Half of All Ad Impressions Could Be Wasted with Traditional Video Retargeting; Optimizing Journeys Based on Sentiment Doubles Brand Trust and Likelihood to Take Action According to a new study, obtaining and responding to consumer sentiment is crucial to optimizing the consumer ad journey, saving otherwise wasted video ad dollars and positively impacting brand affinity metrics. The Sentiment Driven Consumer Journey, research conducted by MAGNA, IPG Media Lab and ViralGains, the industry’s only video ad journey…

New Study: 2/3 of Consumers are at Risk of Leaving Brands Because Offers Aren’t Relevant

Forrester Research study reveals brands could be losing market share and revenue due to irrelevant offers and promotions Formation, the pioneer in machine-learning powered offer optimization, today announced results of a new research study that reveals the gap between the offers brand send, and what consumers want. “The State Of Offer Relevancy 2021: Bridge The Relevancy Gap With Optimization and Automation,” a Forrester Research Thought Leadership Paper (TLP), found nearly 70% of consumers do not think the…

Twilio Segment Unveils Journeys, the First Customer Journey Builder for the New, Digital Era

Twilio Segment, the world’s #1 Customer Data Platform (CDP), announced the launch of Journeys, a new product built on the Segment CDP that allows marketers to easily build sophisticated customer journeys and orchestrate personalization at scale, through every channel, and across their entire customer experience stack. A customer journey is the entire experience a customer has while interacting with a brand, over time, and across channels. Adding the capability to design that journey on top of Segment’s best-in-class…

Optimizely Survey Finds Gen Z Shopping Journeys Start, But Don’t End, on Social Media

Findings reveal generational shopping preferences brands need to know to deliver the ultimate digital experience in 2021 Leading digital experience platform provider Optimizely (formerly Episerver) today announced new survey data revealing the nuanced preferences of Gen Z and Millennial consumers as we begin to emerge from the pandemic. The survey, which polled 1,000 U.S. consumers, showed that more than half of Gen Z finds inspiration on TikTok, Instagram or Facebook (in that order) when shopping, yet the…

Formation Launches World’s First Dynamic Offer Optimization Platform, Enabling Brands To Meet Rapidly-Changing Consumer Needs And Drive…

Breakthrough patent-pending tech used by leading companies in retail, travel and QSR, including United Airlines and Giant Eagle to dynamically optimize over a billion unique offers during pandemic now available to all brands Formation, the machine-learning-powered offer optimization company, announces general availability of its Dynamic Offer Optimization Platform today. Brands now have access to the technology that enabled household names in retail, travel and QSR, including United Airlines and Giant Eagle to easily…

Glassbox to Showcase their Digital Consumer Experience Innovations and Strength of the Adobe Partnership at Adobe Summit

Glassbox, a leading Digital Experience analytics provider for web and mobile applications, will be showcasing their latest consumer experience innovations at Adobe Summit 2021 - The Digital Experience Conference, providing unique insights into the future of customer engagement and online consumer journeys. Marketing Technology News: AUDIENCEX Ranks #80 On Financial Times List Of Fastest-Growing Companies In The Americas Glassbox’s recently appointed Chief Marketing Officer, Asim Zaheer, will be speaking alongside…

LivePerson And Tech Mahindra Announce Partnership Bringing The Power Of Conversational AI To Brand-Consumer Communications

Customer experience leaders combine conversational AI and digital services, empowering brands to connect with customers on their preferred messaging channels LivePerson, Inc, a global leader in Conversational AI, and Tech Mahindra, a leading provider of digital transformation, consulting, and business re-engineering services and solutions, today announced a new partnership to help brands deliver end-to-end marketing, sales, and customer service solutions by connecting with their customers via AI-powered messaging.By…

Glassbox Now Supports More Than 1 Trillion Customer Journeys Annually; Celebrates Year Of Growth, Momentum & Rebranding

Company’s corporate rebrand will reflect advancements in customer experience technology as the company cements its position as market leader Glassbox, the leading Digital Experience analytics provider for web and mobile applications, today announced another year of significant growth and a milestone of supporting more than one trillion digital journeys annually. In 2020, the company saw additional investment, strategic personnel appointments and business growth. Glassbox is also launching a corporate brand-refresh to…

Hypersonix and Relationshop Partner to Personalize Digital Shopper Journeys

Hypersonix Inc. and Relationshop, Inc. announced today that the two companies are partnering to provide a best-in-class platform that enables retailers to provide personalized and highly engaging digital shopper journeys. The partnership combines the Hypersonix Artificial Intelligence based shopper analytics with the Relationshop Digital Experience Platform Hypersonix Inc. and Relationshop, Inc. announced that the two companies are partnering to provide a best-in-class platform that enables retailers to provide personalized…

Embeddable CX for the Smartphone-Era Consumer

As we enter the final month of 2020, I wanted to share with you some 2021 CX predictions. Here's what to anticipate in the world of CX in 2021. My predictions are: Embeddable CX for the Smartphone-Era Consumer With both employees and consumers remote, mobile device usage and app downloads have soared. Whether it is through a phone call, text message, or an app, consumers are predominately connecting with brands today through their smartphones. However, they are still met with fragmented, and unintelligent…

Manetu’s Consumer Privacy Management Platform Surges Past 4.5 Million Managed Identities

Manetu, which launched its Consumer Privacy Management (CPM) platform earlier this year, has surpassed 4,500,000 data subjects under management, up nearly twentyfold since August and still growing rapidly. Manetu's cutting-edge platform enables companies to empower data subjects to directly self-manage their personal data, including providing or revoking consent to the use of that data. This is a must for companies seeking to give data subjects transparency and control in order to comply with global data privacy…

SundaySky Launches Configurable Video For Direct-To-Consumer, Online And Grocery Retailers

Independent research firm names SundaySky a Strong Performer in Creative Advertising Technologies Market Evaluation Q4 2020 SundaySky, the leading platform for video-powered experiences, announced a new configurable video offering that lets digital marketers use industry-specific templates to quickly and easily modify video elements, without extra days or costs of traditional video production. The company was also named a Strong Performer in The Forrester Wave™: Creative Advertising Technologies, Q4 2020, receiving the…

Google Cloud and Reckitt Benckiser Collaborate to Build Consumer Engagement Across Brands With Data and New Digital Capabilities

Google Cloud announced a collaboration with Reckitt Benckiser (RB) to drive stronger customer engagement as the consumer health, hygiene, and nutrition company embarks on wide-scale digital transformation. The alliance, which is a result of RB's multi-year digital transformation, will see Google Cloud unify the company's extensive data landscape, building new capabilities around consumer identification, journeys, and behaviors. In addition, the partnership will provide the foundation to enable RB to manage data and…

Merkle Launches New Consumer Experience Sentiment Report, Exploring Consumer Preferences and Perceptions

First edition reveals the importance of brand authenticity and reputation, product quality, and price Merkle, a leading technology-enabled, data-driven performance marketing agency, has launched the first edition of its Consumer Experience Sentiment Report. Within this report, Merkle reveals how consumers feel about the personal experiences brands are delivering and how their feelings and expectations of brands are changing over time. Merkle surveyed more than 1,000 US respondents over the age of 18 in July 2020,…

Honoring Consumer Privacy is Paramount to Successful Customer Experiences

Companies have emerged with solutions to create more personalized and meaningful brand experiences for their customers. To reach these greater levels of customer experiences, they are collecting more data than ever. Protecting and securing this data is table stakes in establishing consumer trust. But what’s often missed is making sure to always honor the consumer’s privacy in the process. Just because the data can be used doesn’t mean it should be used. We should always consider The Golden Rule of Data (which I’ve written…

Genesys Messaging with WhatsApp Simplifies Communication Between Businesses and Consumers

Powerful contact center solution from leader in customer experience helps organizations connect every interaction across voice, email, chat and messaging Vodafone Germany is now using WhatsApp, SMS and another top business messaging platform supported by Genesys, the global leader in cloud customer experience and contact center solutions. With Genesys Messaging, 1,500 of the company's agents can connect easily and intuitively with customers on this growing channel, which already averages 300,000 monthly interactions.…

Merkle Brings Analytics and Marketing Technology Chops to Optimize Auto Manufacturer’s Customer Journeys

A data-driven mindset and Salesforce Marketing Cloud expertise were critical to the project’s success Merkle, a Dentsu Aegis Network company and leading technology-enabled, data-driven performance marketing agency, enabled a North American auto manufacturer to leverage Salesforce Marketing Cloud to personalize customer journeys and meet business goals. With a 30-year heritage in data, analytics, and technology, Merkle has deep knowledge of working with brands to optimize marketing technology investments by seamlessly…

Valassis Uncovers New Motivations Driving Consumer Decision-Making

Findings Show Consumers Favor Brands That Provide Efficiency, Respond to Real-Time Needs Valassis, the leader in marketing technology and consumer engagement, released a new research report “The Future of How People Shop,” offering brands and marketers a deeper understanding of the evolving behaviors and attitudes of consumers, and catalysts that drive engagement. “Marketers have an opportunity to better connect with consumers by shifting focus beyond the traditional purchasing journey and addressing individual…

EnterWorks Partners with Bounteous to Deliver Differentiated Commerce Experiences for Brands Embarking on Digital Transformation Journeys

Bounteous and EnterWorks Combine Strengths Across Data and Experience Management in Enabling Brands, Retailers, and Restaurants to Personalize Consumer Engagement EnterWorks, a leading provider of Master Data Management (MDM) and Product Information Management (PIM) solutions, and Bounteous, a provider of big-picture digital solutions, announced a content and commerce partnership to deliver holistic digitally powered foundations for consumer-facing companies. EnterWorks brings its superior technology platform,…