The CMO and chief marketing technologist: A match made in data heaven?

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As marketing becomes ever-more data-driven, the need for technology-savvy CMOs and heads of marketing is increasingly apparent. It's not a new concern: back in 2012, Gartner said that in five years, the CMO would spend more on IT than the CIO.

Three years hence, the figures may not be bang on, but the trend certainly is. Here's another, more recent Gartner finding. 81% of large organisations - those who make more than $500m in revenue each year - hire 'chief marketing technologists'...

By James Bourne, 01 June 2015, 0 comments. Categories: CRM, Data-driven marketing, Data Science, Personalised Marketing.

Starbucks opens up loyalty programme to Spotify in new first

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Starbucks is, for the first time, opening up its loyalty programme to a third party in a new deal with Spotify that will also allow staff to influence the music playlists played instore.

The partnership means that Spotify users will have the opportunity to earn Stars as Currency for the My Starbucks Rewards loyalty programme. 

From Autumn of this year the partnership will be rolled out in a phased introduction, firstly into Starbucks US company owned stores and then into Canada...

By Liz Morrell, 20 May 2015, 0 comments. Categories: Advertising, Mergers and acquisitions, Personalised Marketing.

Insurers worst for responding to multichannel customer queries

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Social and online channels provide a great way to reach customers and be seen to deal with customer service queries well and yet new research shows that in the insurance industry only 40% of routine questions asked via such channels are answered.

The 2015 Eptica Multichannel Customer Experience Study, published this week, shows that whilst there have been some improvements in questions asked via email finding answers to questions on insurer websites has become harder whilst response rates...

By Liz Morrell, 08 May 2015, 0 comments. Categories: Best Practice, Customer Experience, Personalised Marketing.

From personalisation to contextualisation: Enhancing the customer journey

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It’s official - personalisation matters. The concept of personalisation has reached beyond the digital marketers and into the boardrooms and business functions of many types of organisations across the globe.

Digital personalisation is designed to provide a better customer journey by tailoring content, offers and even the web site experience itself to the needs and interests of the customer. This is done by leveraging both the...

By David Mennie, 17 April 2015, 0 comments. Categories: Customer Experience, Personalised Marketing.

How personalisation and the disruptive economy changes the game for marketers

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Uber. Airbnb. Facebook. Unless you’ve been living in a cave for the past year, you’ll know about the sharing economy and how it’s disrupting business models. The big names in tech no longer own the content, services or products that their multi-billion pound businesses revolve round. But how has mobile and this ‘digital layer’ transformed our role as marketers, and how can we prepare for increasing disruption over 2015 and beyond?

Getting personal

First things first. With...

By Rebecca Martin, 13 April 2015, 0 comments. Categories: Personalised Marketing.

How marketers can use wearables and end-user insights to improve online customer interaction

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Consumers make their minds up about a company within just a few seconds of viewing their website. Marketers are therefore under pressure to ensure it entices them into engaging with their brand and making a purchasing decision. But all too frequently there’s a disparity between the B2B brand messages on websites and what customers really want to know, which holds things back.

Research from

By Gawain Morrison, 07 April 2015, 0 comments. Categories: Branding, Customer Experience, Personalised Marketing, Wearables.

How marketers need to adapt to new customer behaviours with the Apple Watch

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Having been the “invisible” exhibitor at Mobile World Congress against which other manufacturers’ smartwatch announcements were judged, Apple finally spilled the beans on its own wearable, the Apple Watch, at a special event on March 9. Six months after its initial announcement, the fruity firm finally revealed important details such as when the watch will be available to buy and how much it will cost. It is fair to say that it is expected to be yet another smash...

Salesforce aims to take personalisation to the next level with Predictive Decisions

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Cloudy software provider Salesforce has released Salesforce Marketing Cloud Predictive Decisions, a feature set which aims to fuse marketing and CRM data with contextual data and predictive intelligence to increase conversions and engagement.

The move follows a piece of research conducted by Forrester Consulting on behalf of Salesforce in August, whereby 42% of respondents admitted they had difficulty analysing data from all customer interactions.

Salesforce says marketers will be...

By James Bourne, 05 March 2015, 0 comments. Categories: CRM, Customer Experience, Personalised Marketing.

Has context pushed historical insights into marketing data obscurity?

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Historical data has always been one of the most important ingredients for any digital marketing campaign, but in the age of the customer does it still hold the same importance it once did?

Marketing Tech spoke to several firms at the recent TFM&A event in London and it appears that 2015 might not only be the year of the customer, but also the year where company’s move away from the data land-grab strategy of old.

One advocate for this transition is Robin Collyer, marketing...

Brands must do more to embrace customer lifecycle

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For all brands managing the customer lifecycle – rather than simply a one off transaction – is a challenge. A new survey suggests that many B2B organisations could be doing much more to understand how their marketing efforts should be supporting the customer lifecycle, missing out on revenue as a result.

Marketing professionals in 750 companies were surveyed in the last quarter of 2014 and first of 2015 by Gleanster Research, on behalf of Act-on Software, to understand...