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customer journey

UJET Announces Salesforce Sales Cloud Integration

Integration Extends UJET’s Ability to Support Both the Pre and Post Sale Customer Journey UJET Inc., a leading provider of customer support communications and solutions, today announced their integration into the Salesforce Sales Cloud. Beyond our deep Service Cloud integration, this new Salesforce connectivity provides a specialized integration and leverages UJET’s modern communications platform for the express purpose of supporting sales focused communication sessions. UJET’s Sales Cloud integration empowers sales teams…

Glassbox Raises $40 Million to Power the Modern Digital Experience

Led by Brighton Park Capital, Series C will enable Glassbox to increase efforts improving site optimization and the customer experience for leading enterprises Glassbox, the leading analytics platform used to optimize user experiences on web and mobile applications, today announced a $40 million Series C funding round led by Brighton Park Capital. As part of the investment, Lisa Hammitt, Global VP of Data & AI at VISA and Special Advisor to Brighton Park, and Zachary Gut, a partner at Brighton Park, will join the…

One-Third of Financial Firms Lack Clear Plan to Address Privacy Risks, Accenture Report Finds

One-third of financial services organizations lack a clear plan or the resources to address privacy risks related to customer data in the next 12 months, according to a new report by Accenture. The report — “Privacy in Financial Services: Stature and Sustainability in the Information Age” — is based on a survey of 100 privacy executives in the banking, insurance and capital markets sectors in North America and Europe. It focuses on how companies should rethink how they use, store and protect customer data as recently…

Why You Need to Allocate Marketing Spend to the Post-Purchase Experience

Acquiring new customers is hard - after months of work setting up Marketing campaigns, optimizing websites, re-targeting, and personalizing, it can be painful to see a customer initiate a return. But a return doesn't have to mean a lost sale or an unhappy customer. Returns are a common part of the post-purchase experience, which is an increasingly crucial element of the customer journey. From the point of a customer return, to packaging and speed of shipment, even to what an order tracking page looks like - it’s far too…

Understanding Your Customers and Prospect During Uncertain Times

Everybody’s dealing with the effects of the COVID-19 outbreak. This public health pandemic is having a critical impact on supply and demand. It’s times like these that marketers need to be even more aware and sensitive to the expectations of their customers and prospects. Shopping for major-life purchases (MLPs)—such as a car, loan, insurance, or degree—involves a lot of research, investigation, and comparison. These are big-ticket items that can often get delayed—or even escalated—during uncertain times. Consumers, who…

AI-Based Personalization in the Age of Rising Consumer Expectations

Personalization is a crucial weapon in a marketer’s arsenal in delivering a world-class experience for its customers and bringing value to an organization. According to a recent Salesforce study, 76% of today’s consumers expect companies to know and understand them. As the digital world is now often exceeding television transmission speeds consumers are also demanding a better than real-time experience. To deliver such an experience, and engage instantly with the customer “in-the-moment” (widely considered the “Holy…

How Brands Can Scale Gracefully in a Global Crisis

In today’s digital era, consumers hold very high standards when it comes to brand experiences. From premium websites and personalization to flexible services and fast response, brands must master all aspects of the consumer experience to retain loyal, long-term customers. Those that achieve this can drive revenues 5.7 times greater than their competitors who don’t, but how does this practice apply in the midst of a global crisis? Extraordinary events, such as the recent Coronavirus outbreak, dramatically change consumer…

Omnichannel Communication vs. Multichannel: How to Delight Your Audience

Not so long ago, most customers communicated with brands using one of two channels: phone or mail. There was nothing close to the digital landscape that we have today, which meant that customers didn't even consider using a combination of channels to connect with companies, like email, SMS, and social media. However, the world as we know it has changed drastically over the years. 87% of consumers today say that they wish organizations would work harder at delivering consistent customer experience across channels. Another 35%…

For Excellent CX, Sync Your Business and IT Teams

Back in 2016, Gartner predicted that CMOs would soon outspend CIOs on technology. As Gartner Research VP Jake Sorofman stated, “This is an important finding. It suggests that Marketing Technology, once a relatively narrow and specialized adjunct to enterprise IT, is now garnering investment nearly equivalent to the core systems that run the business. Customer preferences and behaviors have changed, and buying journeys are increasingly self-directed and digitally led.” Chief Marketing Officers, along with Customer…

Reputation.com Welcomes Rebecca Biestman as Chief Marketing Officer

Company Committed to Creating Experienced, High-Performing Team Focused on Helping Brands Prioritize Customer Experience Reputation.com, provider of the first and only complete cloud-based enterprise reputation and customer experience management platform, announced the appointment of Rebecca Biestman as the company’s new CMO. In this role, Biestman will draw on her extensive experience to scale the business, drive broader brand awareness and advance the company’s newly cemented mission to tie reputation management to the…

MarTech Primers: Customer Service Versus Customer Experience

Forrester’s report on the Customer Experience Index states that the top 20% of brands investing in customer experience recorded a higher stock price growth and achieved greater returns. Companies focus on mitigating pain points to prevent reputational risks  - dedicated support, personalized services, and 24/7 assistance are a few measures that they adopt. Customer service is one component of the elements shaping up the overall customer experience. In this blog, we shall highlight the major differences between the terms…

Herff Jones Hires Customer Experience Executive Salena Scardina

Veteran leader to drive company's customer journey transformation Herff Jones, a division of Varsity Brands and the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students, announced the addition of Salena Scardina as Vice President of Customer Experience, an appointment within its senior leadership team. Scardina, a veteran executive with more than 25 years of experience in customer service, joins the company from HeroCX…

Cross-Platform Consistency Is Key for eCommerce Jewellers in 2020

Jewellers should work to establish greater consistency across all of their sales channels this year to take full advantage of the ongoing shift to online shopping in the luxury goods sector, a prominent digital expert has suggested Speaking at a panel event hosted by Diginius at Google’s St Giles HQ in London on 20 February, Champions (UK) plc’s Digital Director, Amad Tababa told the UK jewellery industry’s leading lights that integrating their platforms will not only deliver a better customer journey but also increase…

Live-Chat vs Messaging: What’s the Difference?

Today, the way customers interact with organisations is evolving swiftly. Digital is king, and serving them across each channel is vital. Why? Because that is where they are and anticipate brands to be. They also expect timely and resolutive responses in such cases. As a CMO or board member with responsibility for customer propositions, service or experience that companies know they need to differentiate and move to more integrated customer communications, that more readily reflect how customers want to engage with…

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…

Keys to Success in the New Data Economy

Every day there are hundreds of chances to engage with customers digitally. But research into data-driven marketing maturity by Boston Consulting Group (BCG) and Google finds only two percent of businesses use insights and technology to create useful, relevant experiences at multiple moments across the purchase journey. We are now at a tipping point where data can drive strategy and creative. Where we can use data to better understand what we say, how we say it and to whom we say it to. Understanding the relationship of…

Build a Framework for Journey Measurement

Most companies now know that customer experience is the main driver of business performance, so modern brands are putting their customers at the heart of everything they do. CX has become the main battleground for competition, and organizations aren’t keeping the purse strings tight when it comes to experience spending — IDC reports that this year, worldwide spending on CX technologies will reach a whopping $508 billion. That upward trajectory isn’t likely to abate any time soon, either. IDC expects CX tech spending to…

TechBytes with Stephanie Klimaszewski, VP of Marketing at Aki Technologies

"Personalization tech powers regional call outs, product recommendations, local inventory counts and maps that drive foot traffic and sales." What are some of the changes you’re seeing in retail and how are they impacting consumer behavior? Retailers these days are easing the tension between mobile and brick-and-mortar. Brick-and-mortar stores are addressing the issue of showrooming—when people visit a store to look at a product and then buy it online elsewhere for a lower price— by pricing their merchandise…

MarTech Interview with Angie Mistretta, CMO at AppDynamics

"Purchasing and interactive decisions made on mobile apps and online will be largely determined by the quality of the digital experience in 2020 and beyond." Journey into Tech Hi Angie, tell us about your role and journey into Technology. What inspired you to take up the role at AppDynamics? I started in Tech Marketing early in my career. Moving from Telecom to Video conferencing and then Cisco (via the Tandberg acquisition). The move to AppDynamics was a great next step. I wanted to work in a high growth business…

TechBytes with Erich Litch, President and COO at 2Checkout

“Today most providers stitch a bunch of disparate systems together to get the capabilities they need to offer, but next-generation platforms are gaining ground, becoming the ultimate disrupters.” Digital Transformation journeys are getting complex and advanced with new technologies. Which technologies do you keenly follow and work with? As you can imagine, in our field, digital comes first. We are not only a digital commerce platform, digital goods sales are also a big focus for us. I am very interested in and I…