UK-based Brands Improving in CX Quality But There Is Stagnation At The Top

Forrester's 2019 UK Customer Experience Index finds that even the top performing brands in the UK are not real CX leaders; To stand out from competitors, brands must focus on emotions to build loyalty  Forrester's 2019 UK Customer Experience Index (CX Index™ ), released at the Forrester CX Forum in London revealed that overall customer experience has improved in the UK. Four out of the five industry front-runners are the same as last year, although none saw a significant increase in score. An analysis of the UK results also…

Dreamforce Interview with Keelin McDonell, General Manager of Business Intelligence & Integrations at Narrative Science

Could you tell us about your role and the team/technology you handle at Narrative Science? I’m the General Manager on the Integrations and Business Intelligence business. I manage our AI-powered products that are integrated with Tableau, Qlik, and Power BI. What is the data engine driving your next-gen AI platform? How does your product help companies to make more accurate data-driven decisions? Our hypothesis is that the easiest way to understand data and insights is through stories and language. We have two products…

Salesforce Announces Customer 360 Truth a Single Source of Truth for Every Customer Across the World’s #1 CRM

Customer 360 Truth Is a New Set of Capabilities That Allow Companies to Connect, Authenticate and Govern Customer Data and Identity Across Salesforce Salesforce, the global leader in CRM, introduced Customer 360 Truth, a new set of data and identity services that enable companies to build a single source of truth across all of their customer relationships. Customer 360 Truth connects data from across sales, service, marketing, commerce and more to create a single, universal Salesforce ID for each customer. All of a…

CMOs Asked for Voice Call Integration with CRM. Salesforce Delivers It with a Touch of AI.

Martech Leader Salesforce Announced Service Cloud Voice to Sync Voice Calls and Digital Channels into CRM Data Salesforce's latest product launch would put any Customer Success agent on a high. Salesforce customers can now leverage Salesforce CRM to harness voice call data and analytics for their marketing and sales campaigns. The new Cloud platform is laced with new-age capabilities, including AI recommendations, speech-to-text transcription, omni-channel Customer Intelligence connected to the Salesforce CRM.…

Leadspace Fall 2019 Product Release Includes Automated 1st-Party Data Ingestion for Even More Robust Unification of Customer Profiles

The latest release from the leading B2B customer data platform focuses on helping go-to-market teams connect data across silos, for more intelligent orchestration of targeted and impactful customer experiences Leadspace, the leading B2B customer data platform (CDP) provider, announced details of its Fall product release, capping off a banner year of innovation. Most notable among the Fall highlights is a new, advanced set of capabilities for automated ingestion of 1st-party data, and other custom sources, to create…

New Study: Only 11% of Brands Can Effectively Use Customer Data

Independent study highlights the challenges of bringing together different data types to create a unified customer profile Despite all the hype around customer data platforms (CDPs), a new study conducted by Forrester Consulting and commissioned by Oracle found that brands are struggling to create a unified view of customers. The November 2019 study, "Getting Customer Data Management Right," which includes insights from 337 marketing and advertising professionals in North America and Europe, found that brands want to unify…

TechBytes with Jody Spusta, COO, Provider Market at Welltok

Could you tell us about your role and journey into Technology? I have been working in CRM Healthcare Marketing, Sales and Client Strategy my whole career, with nearly two decades of experience in Account and Client Relationship Management. I helped start Tea Leaves Health in 2011 to address a gap in the market for a Customer Relationship Management platform (CRM) designed to address the unique needs in Healthcare – acquiring and retaining high-value patients. We also created the industry’s leading Physician…

MarTech Interview with Matthew Baier, CMO and COO at Contentstack

"Nearly every aspect of Marketing represents an opportunity for AI to add insights for better decision making and automation for faster results and more efficiency. " Could you tell us about your role and journey into Technology? I am COO and CMO of Contentstack, where I oversee Marketing, Product Management, and Operational functions such as legal. I am an astrophysicist by trade and have been working in tech for most of my career. I’ve always been drawn to understanding and dissecting big ideas, questions and…

Never Let Marketing Write a Sales Email. Here’s Why

You crafted the perfect email. Or so you thought. It was clever, brimming with helpful data, and funny, too. But click-through rates were poor. And response rates? Abysmal. What did you do wrong with the sales email? The answer? Probably not much. But a few key things you did (or didn’t do) tanked your engagement metrics. Increasing sales email engagement remains a perennial issue for marketers. And while we haven’t found all of the answers, we have found what’s working best right now. To combat email marketers’…

ADARA Releases Results of Travel Marketing Personalization Study With Skift

ADARA, the world’s travel data co-op and leading provider of traveler intelligence, in partnership with Skift, announced new research detailing travel marketer use of advanced marketing tactics for personalization entitled "Getting to Peak Personalization". The study, which included responses from close to 500 US-based travel marketers, finds that few travel brands have employed the most advanced tactics such as AI-driven prediction and dynamic use of data across channels, but that many plan to do so in the next year.…

5 Ways Salesforce’s Dreamforce 2019 Perfectly Sums Up the ‘MarTech’ Mood

The world's most creative and successful MarTech and SalesTech platform, Salesforce is organizing its annual conference - Dreamforce, between 19 and 22 November. The venue - Downtown SF, which is expected to be packed with some of the biggest names in the tech business. The period between 2011 and 2019 can be called the 'Salesforce economy'. The Salesforce economy witnessed the birth, evolution, and maturity of three big technology platforms - Marketing Clouds, Sales Intelligence, Retail, and Customer Data Management. 5…

CMOs Asked for an Ever-Evolving CMS. Salesforce Delivers It.

Regardless of the nature of the business, Content Management Systems (CMS) are central to any CMO's Marketing Technology stack. Today, a CMS is expected to run in sync with every online Marketing campaign planned. Web CMS Managers are constantly harried by the growing demands to perpetually deliver contextual content and personalization to a highly diversified segment of audience. But, we all know that it is a difficult task to sync your web CMS back-end with the front-end Marketing campaigns. Yes, a lot can be achieved…

Cloudera Data Platform Available on Microsoft Azure

One of the Industry's First Enterprise Data Clouds is Now Available on Azure, Empowering IT to Say Yes to Any Analytic Function in the Cloud or On-premises Cloudera, the enterprise data cloud company, announced the Cloudera Data Platform (CDP) powered by Microsoft Azure. CDP is an integrated data platform that is easy to secure, manage, and deploy. Now available on Azure, it delivers powerful, self-service analytics with a consistent Azure experience and enterprise-grade performance across hybrid environments with the…

Evergage Named a Leader Among Digital Intelligence Platforms by Independent Research Firm

Evergage's Platform Is Designed to Identify, Understand and Engage with Customers on a One-to-One Basis Across Channels - with Report Noting That 'Evergage's All-in-One Approach Delivers Customer Centricity' Evergage, The 1-to-1 Platform company, announced that Forrester Research, a leading global research and advisory firm, has ranked Evergage a Leader in its new report "The Forrester Wave: Digital Intelligence Platforms, Q4 2019." Evaluating "the nine most significant" providers, the report notes that "Evergage's…

Amperity Acquires Custora to Build Next-Gen Intelligent Customer Data Platform

Leading AI Martech company, Amperity has acquired Custora. With this acquisition, Amperity will now deliver a proven Customer 360 and Customer Analytics suite to more S&P 500 consumer brands than any other solution to marketing customers. Amperity is regarded as first AI-powered Customer Data Management platform. Custora is the leading customer analytics platform for consumer brands. Now, as one solution, brands will have access to an unmatched Customer 360 data foundation, with best-in-class, out-of-the-box customer…

Best Practice, Transparency, and Measurement to Define Digital OOH In 2020

2019 delivered a great deal of progress in the way of industry standardization, measurement, and transparency for digital OOH. It started with wide-scale industry collaboration and the production of the digital OOH Primer. It is a comprehensive set of best practices published by five leading industry trade groups. The digital OOH Primer provided a framework for consistent proof of play standards. This can be used globally to support all the stakeholders involved in the digital OOH marketplace. For digital OOH to continue…

Lytics Enhances Customer Journeys with Salesforce Marketing Cloud Integration

Marketers Can Easily and Effectively Weave Campaigns Between Lytics and Salesforce Marketing Cloud Using Shared Insights Customer journeys just got more interesting with the announcement that Lytics has enhanced its customer data platform to integrate customer journey orchestration seamlessly with Salesforce Marketing Cloud (SFMC). Marketers can focus on experiences that meet their strategic marketing objectives with real-time visibility into what drives conversions. The move reflects a growing desire among marketers to…

Comperemedia Releases 2020 Omnichannel Marketing Trends

Today, Comperemedia announced three omnichannel trends set to impact the marketing landscape in 2020 and beyond, backed by comprehensive market and consumer data, in-depth analysis and brand examples. “In the year ahead, expect to see big changes in the omnichannel marketing landscape, with themes around consumption habits, personal connection and physical storefronts making the biggest impact on brand relevancy and competitive strategy. We’ve identified three spotlight trends for 2020 that address how marketers will need…

Optimove Unveils Optidata, the Infrastructure for the Next Generation Realtime Customer Data Platform

Optidata Enables Realtime Access and Activation of All Customer Data by Seamlessly Combining Large-Scale Batch Processing with a State-Of-The-Art Event Streaming Framework Optimove, the Science-First Relationship Marketing Hub, unveiled its new database infrastructure pushing its Customer Data Platform (CDP) into the future. One of the CDP’s main objectives is to create a persistent and unified single customer view. Traditionally this had been achieved by collecting and processing batches of data from disconnected…

Seamless Personalization Beyond the Web: Practical Tips for Creating Contextual Cross-Channel Customer Experiences

The typical customer journey unfolds across multiple channels. Customers visit your website, receive and read your emails, and interact with your brand on social channels. Customers also visit third-party sites as part of their journey, where they may see ads from your brand. And that just covers the online portions of the customer journey. Customers may also call you on the phone, visit your store, or interact with you an event. How do you manage all these interactions and begin to seamlessly connect them as part of the…