Five Things That Will Redefine Customer Experience in 2018

What is Customer Experience Management (CEM)? Google it and you’ll find various definitions that explain this currently-buzz worthy concept. We live in the age of the customer and it’s time to clarify what CEM truly means. Before I get into that, let’s define what CEM is not: collecting feedback, responding to feedback, or tracking your Net Promoter Score - none of these actions individually represent Customer Experience Management. In simple terms, CEM refers to the complete ideology and methodology that makes your…

Why Every Marketer Needs to Focus on Conversations in 2018

Retail marketing is an extraordinarily intricate combination of art and science. Building a brand requires a powerful vision that connects with as large a portion of a highly diverse customer base as possible. Yet, driving revenue means understanding that very diversity on a very personal level, while also extrapolating predictable trends and insights around consumer behaviors, desires, and objections. Walking this complex balance has been made more difficult for physical retailers by the emergence of ecommerce. Not…

Interview with Alok Kulkarni, CEO, Cyara

"Voice experience management is going to become a core competency for any marketer and represents an exciting opportunity to develop in the digital economy. " On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to start a customer experience assurance platform? I had been working in the contact center industry for over 15 years and what I loved about it was how critical customer experience was for the success for any business and how passionate our customers were about it. However,…

Allant Group Announces Strategic Retail Solution Powered by RedPoint Global

Partnership Provides Retailers With Superior Marketing And Analytical Solutions Allant Group, a nationally recognized, data-driven analytics and marketing firm, announced a partnership with RedPoint Global, a provider of data management and customer engagement technology, to deliver solutions for retailers that enable optimized customer engagement and accelerated revenue generation. Allant Group's omnichannel solution produces highly-relevant, personalized messaging that can be in production within weeks instead of…

Six Steps to Achieving Customer-Centric Marketing

Broadly speaking, being customer-centric in your marketing represents a shift from a sole focus on company objectives to a focus on customer objectives first. The thought is that happy customers will lead to the meeting of your company objectives -- sales. Significantly, it also swaps “go with your gut” marketing to data-driven marketing. That’s because such marketing relies on learning from and activating against signals (data) that your customer is giving you. Ultimately, this is about building up individual-level data…

Interview with Dan Ushman, CEO, Concurra

"The most difficult part when leveraging analytics can be knowing what to change and what to leave alone; what to remove and what to add. " On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to start a web optimization platform? I’m a ‘lifelong digital marketer’ and the founder and CEO of Concurra. The idea for Concurra came about while I was running a marketing organization at another company that I co-founded, SingleHop. One of my jobs was to maintain and grow the conversion…

How to Attract Online Shoppers During The Holidays

Top Industry Experts Share Insights and Tips On How To Design A Marketing Plan For Your Customers Around The Holidays PebblePost - Celeste Giampetro, VP of Marketing Promotional windows must open up beyond single shopping days, e.g., Black Friday and Cyber Monday, in response to consumer behavior as always-on shoppers. The data point I’ll be very interested in seeing post-holidays is how millennials spend their money. Are they in fact spending more on experiences and less on tangible “owned” goods? Rent the Runway’s…

TechBytes with Yuri Khidekel, CEO, Artsai

Yuri Khidekel Founder & CEO - Artsai We are in that phase of utilizing technology where marketers are flooded with various automation solutions for omnichannel successes. From building a performance marketing suite to enhancing overall vision into customer journeys, modern marketers can leverage adaptive marketing solutions for better communication with billions of consumers. To understand how adaptive marketing can transform your programmatic strategies, we spoke to Yuri Khidekel, CEO, Artsai.MTS: What's the idea…

Interview with Ryan Phelan, Vice President, Marketing Insights, Adestra

"An intelligent data platform needs intelligent operators. Many marketers lack the sophistication and training to set up the kinds of complicated integrations that hyper-personalization often requires." On Marketing Technology MTS: Tell us about your role and how you got here. What inspired you to be a part of a MarTech innovation company? I've been in the email space for 18 years, and I've worked for a lot of different email companies on both the client and vendor sides. I've seen this industry mature over that time.…

Interview with Bill Magnuson, Co-founder & CEO of Braze (Previously Appboy)

"Brands should be listening closely to consumers in order to better understand how people are interacting with them and to better interpret behaviors and preferences associated with each user." On Marketing Technology MTS: Tell us about your role and how you got here. What inspired you to start a lifecycle engagement platform? I am the CEO and co-founder of Braze (recently renamed from Appboy). In 2011, Jon Hyman, fellow Appboy cofounder, and I won the TechCrunch Disrupt Hackathon in NYC, cementing a relationship that…

Interview with Dvir Doron, Chief Marketing Officer, Cedato

"When applied to video, header bidding makes it possible for publishers to monetize more efficiently than ever before." On Marketing Technology MTS: Tell us about your role at Cedato and how you got here? What do you enjoy most about being in video adtech? I joined very early on following an impactful meeting I had Ron Dick, Cedato’s CEO. At the time I was busy working on my own project, but Ron’s positivity, passion and overall vision for the company’s future intrigued me. It seemed like an industry-changing idea and a…

Interview with Doug Randall, CEO, Protagonist

"The creative aspect of marketing can’t be replicated by a machine and humans will always be part of utilizing the data that AI delivers." On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to start a narrative analytics company? When I co-founded Protagonist, I didn’t really know we were building a narrative analytics company when we first started. I had been working in a boutique consulting firm after grad school on the East Coast, but became intrigued by what was happening in…

Interview with Gregg Johnson, CEO, Invoca

"Once marketers include offline data in their attribution they can get the full picture of how search is performing to better optimize their search marketing." On Marketing Technology MTS: Tell us about your role and how you got here. What inspired you to be part of a MarTech company? In 2016, I joined Invoca as CEO. After working in product management for over nine years at Salesforce, a company that disrupted the enterprise software industry, I wanted the opportunity to join a smaller company and try to have a similar…

Interview with Jeff Finn, CEO, zvelo

"The overall programmatic market will continue to suffer unless (and until) ad fraud is eliminated and brands have trust in the system." On Marketing Technology MTS: Tell us about your role at zvelo and how you got to where you are today. What drove you to be part of an AdTech service/content categorization company, and how has zvelo evolved? As CEO of zvelo, my role is to build an effective leadership team that sets the strategic direction for our company, determines the operating plan and builds their respective teams…

Interview with Mark Josephson, CEO, Bitly

"The only way major enterprises are able to achieve personalization at scale while facing today’s digital environment is by turning to data science and analytics." On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to head a link management platform? I have always been a huge fan of the product and a power user. I can trace my account back to November 2008 and remember putting Bitlinks in my emails to my boss, just to see if she’d actually clicked! When the opportunity to lead…

TechBytes with Shamez Dharamsi, SVP, Customer Success, iSpot.tv

Shamez Dharamsi SVP, Customer Success, iSpot.tv How do you find out if consumers are paying enough attention to your advertisements? iSpot.tv, a leading real-time TV ad analytics company offers Attention Score, a measure of how consumers react to TV ads. We spoke to Shamez Dharamsi, SVP, iSpot, to understand how TV ad analytics would change in the years to come.MTS: Tell us about your role and what inspired you to be a part of a technology innovation company? Shamez Dharamsi: I started my career as a marketer, when…

Interview with Jessica Hawthorne-Castro, CEO and Chairman, Hawthorne

Jessica Hawthorne-Castro CEO and Chairman, Hawthorne "Although engagement can be measured across screens and devices, there are still limitations on the transactional conversion to a sale." On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to join a marketing analytics company? I started my career on the client side as an agent for the talent agency William Morris Endeavor, and when I made the transition over to Hawthorne, I very quickly saw the huge opportunity in…

TechBytes with Dave Myron, VP Product Marketing, Seismic Software

Dave Myron VP Product Marketing, Seismic Software Rated among the top sales enablement solutions, Seismic enables sales reps to build an effective, fast-paced engagement lifecycle using personalized content. “Designed for sales, approved by marketers” – the right content for sales enablement makes sales processes shorter and improves performance. We chatted with Dave Myron, Vice President Product Marketing at Seismic, to get an insight into their Actionable Insights and LiveDoc technology.MTS: Tell us about your role…

Interview with Eric Keating, VP, Marketing, Zaius

"Marketers need a complete view of the customer experience - every interaction that a customer has with your brand - including sales, marketing, and support data. Without understanding all interactions in a single customer view, you’re bound to miss something vital." On Marketing Technology MTS: Tell us about your role and how you got here? What inspired you to be part of a B2C CRM platform? As the fortunate person who heads up marketing at Zaius, the team and I are focused on educating the market about the incredible…

Olapic Unveils Four New Solutions to Enhance the Power of Visual Content along the Customer Journey

Four New Solutions From Olapic Allow Brands To Create And Enhance Visual Content To Drive Better Performance And Stronger Consumer Engagement Olapic, an innovator in visual content solutions, has introduced four new solutions designed to help marketers harness and enhance visual content to make their customers' buying journey more personalized, authentic and effective. The new solutions from Olapic are: Content Creator App Content-as-a-Service Inspire Content in Motion On Demand Olapic is offering…