Organisations are already using live web chat – and increasingly chatbots – as a critical sales and customer support channel. Gartner says over 80% of companies offer some form of live chat on their website or mobile applications in order to interact with customers, and the chatbot market is likely to grow to $994 million by 2024
The workforce as we know it is changing and companies must be ready to adapt to fast change as we become ever more tech-centric. However, despite the digital noise there is one element that will always remain a constant requirement for success; delivering an excellent customer experience (CX) and maintaining a well-received brand image.
In our highly connected 'always on' digital world, CX...
Customer journeys help to increase positive results in all customer related KPIs, but in large enterprises and public organisations, the rule is if you cannot measure it, you cannot improve it. How do we measure commitment to a brand and products – and how do we score KPIs that need to be improved upon?
A recent report by McKinsey indicates that customer journeys are 30% more...
Now that the end of the year is in sight, many marketers will look back and review the flurry of activity that was 2018. GDPR. Fighting for budget. New platforms. Avoiding potential crises. Metrics. More metrics.
It’s been a busy year – and for that reason, it’s arguably forgivable that the majority of digital marketers today are still breaking the very first rule of marketing: build the...
There is no question that reaching today’s digital-first audience requires a powerful online presence. So it makes sense that digital takes a sizeable 38% share of advertising spend worldwide, equal to $220 billion. But the problem is: it’s not working.
A recent study found that global marketers feel a quarter (26%) of spend will fuel ineffective channels and strategies this year, and 20% of those in the UK are...
Brian Solis, principal analyst at Altimeter Group, explains why the role of the chief marketing officer is one of the most stressful in any forward-facing organisation. “The customer has dramatically changed; they’ve been dramatically much more connected, informed and empowered,” he tells MarketingTech. “Technology in marketing in general – you have cloud, artificial intelligence and machine learning now, all these different things you have to simultaneously...
Those of us who work in B2B businesses understand that when a customer discovers your brand, it’s just the beginning of a long road to a sale. According to Marketo, 96 percent of people who visit B2B websites aren’t ready to make a purchase -- at least not yet. At that point, potential buyers have only begun their long and intensive research processes, and will not respond...
Starting a loyalty program can lend a major boost to your customer retention efforts — and your bottom line. But it’s a complex undertaking that demands time, strategic thinking and teamwork. To make sure your efforts pay off, get started on the right foot by avoiding these six common loyalty program mistakes.
When it comes to loyalty platform vendors, one size does not fit all. Besides basic differences like price and...
US telecoms firm Sprint has sold Pinsight Media, its mobile and data advertising company, to Indian-headquartered martech group InMobi.
The all-stock deal, the terms of which weren’t confirmed, comes as the carrier awaits approval from the FCC (Federal Communications Commission) to merge with T-Mobile.
According to a statement by InMobi, Pinsight works by partnering with leading US telcos and using their data to...
The B2B sector has changed dramatically over the last few years.
More specifically, the buying behaviours of the industry have changed, largely due to the amount of information that is available about products and services, and the ease of accessing that information. What this means for the B2B marketer is that it is becoming more difficult to engage with the right prospects— and by extension, grow market share.
Add compliance issues, such as GDPR, in the mix and the risk involved in misusing (or...
