Don’t underestimate the power of AI in marketing

A voltage reader.

Matt White, VP EMEA of Quantcast, discusses how marketers can effectively employ AI to create a better customer experience and meet buyers where they’re at.

Bringing AI up in conversation can stir up a lot of different opinions. Hollywood has prompted an entire generation to fear AI thanks to Black Mirror, 2001: A Space Odyssey and Ex Machina - just to name a few.  This perception misses one crucial detail about AI though - when used correctly, it can revolutionise a...

1 December 2022 | Automation

Post Office partners with Yext to improve digital customer experience

Iona's Post Office.

Yext, the self-proclaimed 'answers company', has partnered with Post Office, the UK’s largest retail network.

Yext will support Post Office by providing its customers with consistent and accurate information across all of its digital touchpoints. With over 11,500 branches, Post Office will leverage Yext to improve online visibility, drive footfall, and improve branch profitability. Post Office will also more efficiently monitor, analyse and respond to reviews using Yext’s...

24 November 2022 | Customer Experience

87% of marketers say their work provides greater value now than a year ago

A stack of coins.

Salesforce has released the eighth edition of the State of Marketing report. Drawing from a survey of 6,000 marketers across 35 countries and an analysis of trillions of outbound marketing messages sent using the Salesforce platform, the report explores how marketers are:

working to meet customers’ digital-first expectations doing more with less in the face of macroeconomic uncertainty adapting to new privacy regulations while still delivering exceptional customer...

7 November 2022 | Best Practice

UK marketers are embracing hybrid working to deliver creativity in customer experiences 

People creating a user experience plan using post it notes.

More than two thirds (68%) of UK marketers are embracing a hybrid approach to work to support their teams in the creation of new ideas having overcome the challenges of the past two years.

This is according to research from digital experience platform (DXP) provider Optimizely, which concluded that creativity is critical in driving strong customer experiences.

The Marketer Experience study, based on a global survey of in-house marketing professionals, including...

23 September 2022 | Customer Experience

Junior marketers are driving customer experience innovation

A team planning with post-it notes.

Junior marketers are playing a leading role in driving innovation, with 50% saying that trying out new techniques and ideas to improve customer experiences is a major part of their day-to-day activities, according to a survey from digital experience platform provider Optimizely.

In its Culture of Experimentation report, based on a survey of 200 UK in-house marketing executives, assistants and managers, Optimizely also highlights that 50% of marketing assistants are directly...

21 April 2022 | Best Practice

Mastercard acquires Dynamic Yield to strengthen consumer engagement services

A Mastercard bank card.

Mastercard has completed its acquisition of Dynamic Yield, a state-of-the-art personalisation platform and decision engine company, from McDonald’s.

It is hoped that Dynamic Yield will strengthen Mastercard’s suite of consumer engagement and loyalty services that help brands deliver more effective and trusted customer experiences across channels.

Raj Seshadri, President of Data & Services, Mastercard, said: “Every day, we safely connect billions of people with...

5 April 2022 | Customer Experience

Infosys acquires digital experience and marketing agency, oddity

Infosys, a specialist in next-generation digital services and consulting, has agreed to acquire oddity, a Germany-based digital marketing, experience, and commerce agency.

The move strengthens Infosys' creative, branding and experience design capabilities, and demonstrates its continued commitment to co-create with clients and help them navigate their digital transformation journey.

With more than 300 digital experts located in Stuttgart, Berlin, Cologne, Belgrade,...

22 March 2022 | Customer Experience

Consumers prefer private messaging with brands

Someone texting with a smartphone.

60% of EU customers and 51% of US customers prefer messaging over email or phone calls as they believe it is faster and more convenient.

This is according to a study by Spectrm, a marketing platform businesses use to automate one-to-one conversations with consumers on messaging channels.

The State of Social Conversational Commerce report surveyed 1,726 consumers: 780 from the EU and 946 from the U.S. with the purpose of better understanding their experiences messaging...

17 March 2022 | Customer Experience

80% of firms plan to implement conversational customer engagement

A man serving a woman in a store.

Nearly 80% of companies have, or intend to implement, conversational customer engagement technologies - the ability to communicate interactively with customers from one digital channel to another while retaining context.

The companies believe this will improve customer experience, according to a new collaborative study from IDC and Sinch. 

Of those, more than half will do so using a Communications Platform as a Service (CPaaS) to deliver the efficient,...

14 March 2022 | Customer Experience

Nearly half of customers are abandoning financial services websites

A pile of notes in different currencies.

Just under half (47%) of visitors to financial services websites leave after seeing only one page of content. This figure is even higher for those visiting websites from a mobile device (51%).

That is according to the latest report from digital experience analytics company, Contentsquare, titled The Fate of Finance report. The study provides insights into future-proofing digital customer experiences, incorporates some of the recent findings from Contentsquare’s 2021 Digital...

3 February 2022 | Customer Experience