- CX: What's Next? Brands Forced To Respond To Changing Customer Patterns
Email Insider, Ray Schultz - Tuesday, October 20, 2020
Will things ever get back to normal? It's not likely as consumers move from in-store to digital, Precisely reports. Here's what they're investing in. ...
- Merkle Collaborates With Amazon Web Services To Support Cloud Innovations
Search & Performance Marketing Daily, Laurie Sullivan - Friday, October 16, 2020
Focused on AI and machine-learning, Merkle's cloud-based solutions offered through Amazon Web Services will help enterprises accelerate their data strategies and develop products and services for data
and analytics. ...
- Merkle Rejiggers Americas, EMEA Leadership Roles
MAD, Steve McClellan - Thursday, October 15, 2020
Michael Komasinski is moving up into the dual role of president, Merkle Americas and leader of the dentsu CXM business in the Americas. Margaret Wagner is succeeding Komasinski in his ...
- Firms Lack Tools To Understand Their Customers, Study Shows
Email Marketing Daily, Ray Schultz - Wednesday, October 14, 2020
Many businesses don't know where to begin in improving the digital experience, Amplitude finds. ...
- SurveyGizmo Rebrands To Alchemer To Reflect How It Helps Customers Transform
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, October 13, 2020
Alchemer helps brands like Sonos focus on their customers' experience. ...
- Twilio To Acquire Segment, Customer Data Platform, For $3.2 Billion
Digital News Daily, Ray Schultz - Monday, October 12, 2020
Segment helps brands break down silo walls, Twilio says. The stock transaction is expected to close in the fourth quarter. ...
- Braze Enters Japanese Market With Japan Cloud Joint Venture
Email Marketing Daily, Ray Schultz - Monday, October 12, 2020
Braze will open an office in Tokyo and offer its platform to Japanese brands, the company says. ...
- Infiniti Enlists 'Hamilton' Actor For Instagram Test Drive
Marketing Daily, Tanya Gazdik - Saturday, October 10, 2020
Daveed Diggs "has a "multi-faceted, yet relatable personality," which is a good fit for the brand, says Infiniti's Jeff Pope. ...
- Email Still Used For Customer Service By Most Firms, But Patterns Are Changing: Study
Email Marketing Daily, Ray Schultz - Friday, October 9, 2020
The most mature companies are adding SMS and other channels to email and phone, Zendesk reports. ...
- Porsche Owners Socialize Safely Via Rally
Marketing Daily, Tanya Gazdik - Wednesday, October 7, 2020
Porsche owners got a little taste of normal recently with a pandemic-safe rally and drive-in movie experience created by Minneapolis-based Solve. ...
- Shopping With Feeling: Consumers Demand Empathy From Brands During Buildup To Holidays
Email Insider, Ray Schultz - Wednesday, October 7, 2020
Two-thirds of consumers plan to do all their holiday shopping online, but 83% want an emotional connection with firms before they buy, Iterable says. ...
- COVID-19 Drives Customer Experience Improvement: Study
Email Marketing Daily, Ray Schultz - Tuesday, October 6, 2020
Brands are making a greater effort to get feedback from customers and employees, SurveyMonkey reports. ...
- Braze Integrates With Microsoft Azure And Tealium
Email Marketing Daily, Ray Schultz - Tuesday, October 6, 2020
The arrangement with Tealium will help brands to purchase data based on attributes and other variables, the company says. ...
- Genpact Acquires Something Digital, Online Commerce Agency
Email Marketing Daily, Ray Schultz - Monday, October 5, 2020
The purchase of Something Digital follows Genpact's 2019 acquisition of customer experience firm Rightpoint. ...
- ActiveCampaign Debuts Customer Experience Tool That Draws Data From Several Channels
Email Marketing Daily, Ray Schultz - Tuesday, September 29, 2020
CXA For Service pulls in insights from past engagements to support current conversations. ...
- JetBlue To Offer At-Home COVID-19 Tests
Marketing Daily, Tanya Gazdik - Monday, September 28, 2020
United Airlines, Hawaiian Airlines, German airline Lufthansa and Italian airline Alitalia announced similar but more limited programs last week. ...
- From Ford's Assembly Line To Harte Hanks' Newly Created D2C Ecommerce Division
Search & Performance Marketing Daily, Laurie Sullivan - Thursday, September 24, 2020
Named Harte Hanks' managing director to lead its new D2C ecommerce division, Drew Rayman says his experiences working on Ford's assembly line and interests in history and music helped shape ...
- The Subtle Sound Of Your Brand In A Voice-Activated World
Media Insider, Cory Treffiletti - Wednesday, September 23, 2020
Music plays a role in your mood, and a brand needs to portray a mood to create a connection with customers. ...
- The Comfy Customer: What Makes People Happy In The Era Of COVID-19
Email Insider, Ray Schultz - Tuesday, September 22, 2020
Consumers are more comfortable with digital than they were last year, CCW Digital reports. ...
- Merkle Taps Huge's Stein For New Customer Experience Role
MAD, Steve McClellan - Friday, September 18, 2020
Stein joins Merkle from IPG digital shop Huge where he was CEO, leading a team of 1,200 people across 13 offices. ...
- CMO Council: 81% Of Brands See Increase In Earned Media, 1 In 5 Dissatisfied With Company Performance
Search & Performance Marketing Daily, Laurie Sullivan - Thursday, September 17, 2020
Brands' messages need to change, said CMO Council Chief Content Officer Tom Kaneshige. "They're expected to take a stand on social issues. They can no longer remain silent." ...
- Astute Acquires Socialbakers, Combining SaaS Customer Tools
Email Marketing Daily, Ray Schultz - Friday, September 11, 2020
The acquisition of social media marketing firm Socialbakers by customer engagement platform Astute will allow brands to manage several customer-related functions in one SaaS platform, Astute says. ...
- Customer Experience Platform Sprinklr Raises $200 Million In Series G Funding
Around the Net in Email, Ray Schultz - Wednesday, September 9, 2020
Sprinklr, a customer experience software startup, has raised $200 million in Series G funding and is valued as a company at $2.7 billion. The investment was made by private equity firm ...
- Deloitte Digital Joins Twilio Partner Program
Email Marketing Daily, Ray Schultz - Wednesday, September 9, 2020
Deloitte Digital will offer the Twilio product suite, including Twilio communications APIs. ...
- Four Customer Experience Metrics To Track Before And After COVID-19
Around the Net in Email, Ray Schultz - Wednesday, September 2, 2020
Brands are now coping with massive challenges. One is how to measure the customer experience during and after the coronavirus? Here are four metrics they should be tracking: customer feedback, ...
- 3 Biggest Impacts On Business From COVID-19
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, September 1, 2020
The biggest impacts on businesses revealed in a study from Catchpoint might surprise marketers, as companies like Verizon Wireless look to fill hundreds of permanent work-from-home customer service
positions. ...
- Telecoms: Do Not Disturb -- Most Don't Answer Customer Service Emails
Email Insider, Ray Schultz - Tuesday, September 1, 2020
Telecom operators are doing a miserable job of using email for customer service, and only slightly more than half even provide an easy-to-get-at email address, Netomi reports. ...
- Charting The Journey: The Hurdles In Mapping The Customer Path
Email Insider, Ray Schultz - Monday, August 31, 2020
A majority of brands are using defined journey maps or building them. And email is the most effective touchpoint, Ascend2 reports. ...
- Seismic Debuts Interactive Content Platform For Sellers
Email Marketing Daily, Ray Schultz - Monday, August 31, 2020
The solution drives delivery of personalized content and helps moves buyers through the customer journey, the company says. ...
- Wix Debuts Cross-Channel Customer Support Platform
Email Marketing Daily, Ray Schultz - Monday, August 24, 2020
Wix Answers takes on Zendesk and Salesforce Service Cloud, the company says. ...
