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Forrester’s US 2020 Customer Experience Index Reveals CX Quality Improved Dramatically Over The Past Year

27% Of Brands And Nine Industries Achieved Significantly Higher Scores; CX Differentiation Is The Key To Post-Pandemic Success According to Forrester's US 2020 Customer Experience Index (CX Index™) rankings, 27% of brands improved their CX Index scores over the past year, a significant jump compared to previous years marked by minimal gains. Factors contributing to the increase in scores this year include CX professionals prioritizing high-impact projects, securing executive buy-in, evangelizing CX projects across the…

Forrester: The Time Is Now For CX And Marketing Professionals To Transform Customer Experience

New Research To Be Unveiled At CX North America 2020 Will Help Organizations Recalibrate Customer Experience To Address Changing Customer Needs Unprecedented levels of market uncertainty paired with new guidelines on how to serve customers during the pandemic are forcing brands to reimagine their interactions with customers. Aspects of customer experience (CX) that were integral to a brand experience before the pandemic are no longer valid and need to be revisited. To help brands transform their customer experiences to…

6sense Named a Leader in Account-Based Marketing Platforms

Independent research firm report states that 6sense “leads the pack with an expanding set of robust capabilities” 6sense, the leading Account Engagement Platform, announced that independent research firm Forrester cited 6sense as a leader in The Forrester New Wave™: ABM Platforms, Q2 2020 report. In this evaluation, 6sense received the highest score in the current offering category as well as the highest score possible in the strategy category. 6sense was rated as differentiated in the account selection, design and…

New Research Revealed At Forrester’s SiriusDecisions Summit 2020 Shows Coronavirus Pandemic Is Accelerating Modern B2B Buying Behavior

Environmental factors are forcing a reliance on digital interactions, with 42% of B2B purchases now being made online Rapidly evolving environmental factors due to the coronavirus pandemic are driving profound changes in the behaviors of B2B buyers. This poses a risk to all B2B organizations unless they adapt quickly and pivot their strategy to be more customer-centric and digital. To lead by example, Forrester transformed its flagship Summit 2020 into a four-day virtual event, which concluded earlier today. Attendance…

Forrester: Start Planning Your Coronavirus Pandemic Recovery Now

As many countries enter phase three of the coronavirus, pandemic management protocols (PMPs) will define how we work, travel, congregate, and connect as a society According to Forrester, many countries across North America and Europe are entering phase three (management) of the coronavirus pandemic, expected to last from mid-May through the end of the year 2020 and into the year 2021. During this phase, pandemic management protocols (PMPs) — ways of working, traveling, socially congregating, and connecting — will have to…

ServiceNow Named a Leader in Governance, Risk and Compliance by Independent Research Firm

ServiceNow scored highest in the strategy category and end-user experience criterion, recognized for driving user adoption and engagement and helping customer build GRC strategies ServiceNow the leading digital workflow company making work, work better for people has been named a leader in The Forrester Wave™: Governance, Risk, And Compliance Platforms, Q1 2020. According to the report, ServiceNow “takes an active role in helping customers build a GRC strategy...” Marketing Technology News: Domain, Oroton, Vend, Yellow…

Thunderhead Announces Thunderbay – The First Comprehensive AI for Journey-Driven Engagement

Thunderhead, the global leader in enterprise technology for customer engagement and journey orchestration, announced , at the Constellation Ambient Experience Summit (#AXS2020), the impending launch of a new suite of journey-based AI capabilities named ThunderBay. Speaking at the event, Thunderhead’s Chief Product Officer, Ray Gerber, revealed that over the past three years the company has been investing heavily in its AI strategy and has developed a new set of ground-breaking journey and customer behavior analytics for…

AODocs Experiences Explosive Growth Fueled by Rising Demand for Content Services and Google Integration Advantages

Recent Core Product Release V51 and Life Sciences Solution Drive Market Momentum AODocs, the only business process platform tightly integrated with Google Drive, announced strong 2019 growth figures driven by increased customer demand and its market-differentiating technology and talent. The company announced annual bookings growth of 82% year on year, making it one of the fastest-growing content services platform (CSP) vendors in 2019. “We see 2019 as the year AODocs came of age and made a name for itself as an…

InMoment Named a Leader in Customer Feedback Management by Independent Research Firm, Cited for Innovative & Strong Partnership

Report: “InMoment Is a Good Fit for Buyers Looking for an Innovative and Strong Partner That Focuses on Both Technology and Services” InMoment, the leading provider of Experience Intelligence (XI), was named a Leader by independent research firm Forrester in a new report: The Forrester Wave™ Customer Feedback Management Platforms (CFM), Q1 2020. “The strategic and deliberate investments we have made allow us to meet our customers where they are and uniquely drive innovation, partnership and value.” Forrester…

Clarifai Expands its Global Presence with a New Office in Tallinn, Estonia

Clarifai, a leading AI platform provider named one of the "Leaders" in computer vision by Forrester and one of Deloitte's fastest growing companies in 2019, opened a new office in Estonia's capital city, Tallinn, on February 1st of this year. The new office in Tallinn joins Clarifai's New York headquarters, along with offices in Washington, D.C., San Francisco and a growing team of remote workers as part of the company's strategy to expand its global reach. Marketing Technology News: ConvergeOne and NICE Announce Launch…

2020 Marketing Predictions – Part 2

They say that as long as you’re keeping a pulse on the latest and greatest Marketing trends, you won't fall behind. But, even that can be a job in and of itself. Luckily, the 6sense team has made it easy for you. If you missed the first half of our top trends of 2020, be sure to go back and read part 1. If you’re up to speed, here are five of the trends our team sees leading the Marketing industry in 2020: 1. A New Level Of Prospect Personalization When you talk about personalization, it's no longer just the things you…

How to Deliver the Experiences the CMO Craves Through the Robust Systems the CIO Needs

In today’s world, connected, consistent and differentiated experiences are born from closely aligned Marketing functions and technology teams. The collaborative relationship between a CMO and a CIO is crucial and has increasingly become a hot topic. Forrester recently stated that a CMO’s collaboration with a CIO is one of the four essential steps for a CMO planning their marketing evolution. While, according to ‘2019 State of the CIO’ research, 55% of CIOs are spending more time learning about customer needs as a way to…

How Conversational AI will Boost the 2020s Economy

It’s a question being increasingly explored in classrooms, newsrooms, boardrooms and living rooms. How will Artificial Intelligence impact the future of work and commerce? There is certainly no shortage of statistics or speculation on the subject. But perhaps someone should ask Alexa. Smart speakers and intelligent virtual assistants have already had a significant impact on consumer culture, driving a preference for screenless, more natural interactions with brands. The latest research shows that Voice-driven self-service…

Where’s My Data? Approaching Marketing Automation in the Era of GDPR

The adoption of Marketing Automation technologies continues to be one of the fastest-growing Marketing trends today. In fact, according to a 2018 Forrester report, global Marketing Automation spend will reach $25.1 billion by 2023 – nearly double the amount spent in 2017. With this Marketing Automation technology, growth comes an increased need for a steady flow of customer data. Without this data, Marketing organizations struggle to deliver on initiatives related to e-commerce, lead generation/nurturing, accumulating…

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…

5 Keys to Empower Your AI-Enabled ITAM Tool Decisions

Forrester predicts that this is the year organizations will lay down their pie-in-the-sky ideas about Artificial Intelligence (AI) and become more pragmatic, embracing the “no pain means no AI gain” motto. This is a level-headed approach that recognizes that any kind of change can be a bit uncomfortable but that the rewards far outweigh the initial discomfort. However, this discomfort and change must be in the service of business goals instead of just the desire to jump on the AI bandwagon for the coolness factor. Use the…

Forrester Continues To Expand Its Learning Platform; Introduces New SiriusDecisions B2B Marketing Certification Program

Forrester announced the launch of its new SiriusDecisions B2B Marketing Certification program. The program is an eight-week, facilitated online course for B2B marketers that will elevate their proficiency in marketing best practices and lay the foundation for best-in-class marketing strategies that are aligned to the organization's goals. The new certification expands on Forrester's suite of learning offerings that include CX Certification and Zero Trust Certification programs.…

Forrester’s 2020 Martech Predictions: Employee Experience, CX Values, Dynamics and IT Agility

Today, Forrester has announced the 2020 predictions, identifying the key market dynamics that will impact companies' growth in the coming year. 2020 will be the year that moves leaders' attention to adaptability: the ability to understand and anticipate market dynamics — and rapidly exploit opportunities, both big and small. Factors including heightened values-based consumer activism; the lack of clarity around Brexit; automation, Artificial Intelligence (AI) and robotics moving deeper into the organization; and…

Leveraging Your Finance Team for More Effective Marketing Campaigns

With Digital Marketing spend aimed to reach nearly $150 billion in the US by 2023, according to Forrester, there’s no question that Marketing is an important function for any business. While there is no hard rule on how much a business should spend on Marketing, the Finance department is an important ally in ensuring that Marketing spend and strategies can be implemented. Wistia’s main product is a Video Marketing application, used by over half a million businesses. As a company, we understand how important marketing is…

Forrester Announces CX 2020 North America Forum

The Single Largest Customer Experience Event in North America to Unlock the Promise of Customer Experience Transformation Forrester announced it will host CX 2020 in New York City on June 16-18, 2020, consolidating its multiple successful CX properties in North America into one flagship event. The new event will highlight key trends, concepts, and technologies that will shape customer experience and growth strategies for enterprises — and unveil Forrester's 2020 Customer Experience Index (CX Index™), a ranking of…