Why data problems are proving costly for UK marketers

As marketers work to an increasingly complex and exacting set of performance metrics, new research from Royal Mail Data Services into the use and management of customer data reveals that UK organisations estimate poor quality customer data is costing them an average of 6% of their annual revenues. The myth that resolving data quality is a one-time fix is partially to blame.

The marketers we surveyed agree that data quality has the biggest impact on campaign response and conversion rates, yet nearly all...

By Jim Conning, 22 February 2017, 0 comments. Categories: Customer Experience, Data-driven marketing.

Can AI and IoT influence CRM? Only one in three firms have ‘ambitious’ plans

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Getting customer relationship management (CRM) right has always been pivotal, yet only a third of companies polled by marketing tech provider Wiraya say they have dedicated and ‘ambitious’ plans in place for their systems.

The study, which polled more than 500 respondents responsible for CRM systems within the UK, found a relatively even split; 34% say they work in a ‘traditional’ setting, using it continuously and commonly employing a CRM manager but without an...

By James Bourne, 21 February 2017, 0 comments. Categories: Advertising Technology, CRM, Customer Experience.

Customer experience in 2017: Learning from the positive

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The start of a New Year offers a chance for companies to reflect on market developments, and to stake their claim on what they see as the most important trends that will shape the landscape in the months and years to come. When it comes to customer experience (CX), unfortunately the temptation to dwell on disasters that took place during the preceding 12 months – of which there were many in 2016 – can prove too strong.

Learning from the past

While it can be useful to learn...

By Jeremy Griffiths, 15 February 2017, 0 comments. Categories: Customer Experience.

Salesforce launches extra-strong AI-flavoured Service Cloud Einstein

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Salesforce has announced the unveiling of Service Cloud Einstein, a new customer service platform which includes a beefed-up AI engine and aims to add intelligence ‘to every service interaction’.

The platform, which is a mix of the firm's current Einstein AI tool and Service Cloud, will be fully connected to CRM data across sales, commerce, and marketing departments, and offers a variety of features. Einstein Supervisor is a mix of several products, from...

By James Bourne, 13 February 2017, 0 comments. Categories: Customer Experience, Data-driven marketing, Data Science.

How the next generation is shaping digital – and what this means for marketers

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Today’s ‘digital natives’ are one of the first generations to have grown up in a world where every aspect of their communication, entertainment, social activity, private and school lives are entwined with technology.

Initially conceived in 2011, the Amaze Generation Project – the first of its kind – set out to track how ever-changing technology has influenced the lives of a group of 10 – 15 years olds and observe how five years’ immersion in...

By Alex Comyn, 10 February 2017, 0 comments. Categories: Customer Experience, Mobile Marketing.

How AI allows intelligent marketers to market more intelligently

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By now, it’s a familiar narrative: The advent of artificial intelligence, along with contextual computing, will transform entire industries and leave nearly everyone — including marketers — jobless

Well, maybe not.

The fact is that AI and CC simply provide new ways of doing what marketers have always done: Track, measure, assess, and...

Why marketing is the true ‘game of games’: Could a video game be in your future plans?

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What connects the ever-increasing rash of zombie-based, end/beginning of civilisations series, history of now, robotic lifestyles, and topic-related movies? They all seem to pose the question: does media drive culture, or culture drive media?

I ask this question in part based on this story, as well as my recent readings, which include Pendulum, by Roy H. Williams and Michael R. Drew, Prosper, by Chris Martenson and Adam Taggart, and Tribes, by...

By Thaddeus Kubis, 09 February 2017, 0 comments. Categories: Customer Experience, Gamification, Mobile Marketing.

From CRM to CMR: How to make things work in the era of the connected customer

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The idea that brands can decide how and when to engage their customers – on their terms and according to their rules – is out of date. Attempts to tell customers what to think or how to buy now receive short shrift from today’s savvy shoppers. As we enter the era of Consumer Managed Relationships, power has swung firmly back in favour of the customer.

The shift from CRM to CMR represents a sea-change in the dynamic between brands and consumers, with brands scrambling to...

By Juliet Schuler, 07 February 2017, 0 comments. Categories: CRM, Customer Experience, Mobile Marketing.

Choosing the right CMS for your business: A best practice guide

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As spending on digital real estate and marketing grows, businesses must adapt their traditional models to make sure that their investment is worthwhile.

Where that budget should be spent is widely debated but what’s undisputed is that every business, small or large, private or public, needs a website – the most important digital asset of any organisation. And the backend to that website is the content management system (CMS), the unsung hero, where digital content can...

By Kevin Widdop, 07 February 2017, 0 comments. Categories: Best Practice, Content Marketing, Customer Experience.

Listen up: What marketers need to know about ‘listening devices’

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Why tap a command into your phone when you could get the same result from simply uttering a few words? Voice and listening technology is increasingly advanced and, combined with AI, more intelligent than ever. With so much buzz around the technology, you’d be forgiven for thinking that our future virtual assistants will resemble Samantha in Her or Jarvis in Iron Man. We may not be quite there yet, but things are moving quickly.

Almost every smartphone now sports some kind of voice...

By Rebecca Smith, 01 February 2017, 0 comments. Categories: Advertising Technology, Customer Experience.