One in three Brits prefer to reach customer service via WhatsApp

Someone using WhatsApp on their phone.

One in three Brits would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. 

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecoms provider Esendex. 

In a similar vein, 79% of consumers would...

Marketing analytics are only influencing 53% of decisions

Marketing analytics are responsible for influencing just over half (53%) of marketing decisions, according to a survey by Gartner.

In May and June 2022, Gartner surveyed 377 users of marketing analytics to explore the role of marketing analytics in decision making.

Joseph Enever, senior director analyst in the Gartner Marketing practice, said: “CMOs often believe that achieving marketing data integration goals will lead to greater influence and increased value of...

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...

Respecting data dignity: why CMOs should care about how they use data

data

‘Data Dignity’ might sound like yet another buzz-phrase, but the simple reality is that it represents a tidal wave of digital change that will fundamentally alter the way that enterprises can operate from a data perspective.

This should not just be on the radar of all CMOs, but the trigger for a sea change in attitudes towards data, as well as a reassessment of the opportunities it brings. 

The initial stage is set, with consumer awareness of privacy at an all time...

96% of marketers want IT held accountable for ROI

A pile of £20 notes.

81% of marketers believe that IT teams will become increasingly involved in marketing efforts over the next five years.

With that role comes an expectation from both teams on accountability for marketing ROI: 96% of marketers and 89% of IT leaders said that IT teams should have more accountability for marketing ROI. 

This is according to a report by Lytics, a customer data platform (CDP), titled Marketing and IT: The Strategic Partnership, in which 250 senior...

David Shadpour, Social Native: Why brands should focus on authentic content creation

Social Native's founder and CEO urges brands around the world to build an army of creators, and embrace user generated content.

For anyone who doesn’t know about Social Native, what's the company all about?

The name itself, Social Native, has some depth to it. In the early print days, you'd hire a big agency, they would do a photo shoot and they'd print it for you and put it in a magazine. 

Then television came out and you had to do sight and sound. You hire a big...

Room Unlocked, Alex Payne: Authenticity and purpose in influencer marketing

Alex Payne, Room Unlocked's co-founder, discusses the future of influencer marketing and how it can successfully form part of an overall marketing strategy.

Could you tell us a little bit about what the company does?

Well, several of our clients have described us as a cross between Tinder and LinkedIn, which we quite like. Room Unlocked facilitates partnerships between interesting brands and celebrities and influencers - but our point of difference is that it is all mutually...

The power of competitive email intelligence

Since the beginning of commerce, organisations have needed and sought out information about their competitors. Decades before any kind of digital marketing, competitors were buying and deconstructing one another’s products, collecting and analysing their print and broadcast advertising, subscribing to their direct mail, shopping in their stores, and polling their customers.

If understanding your customers is a central tenet of marketing management, then so is understanding your...

CMOs are drowning in data and distracted from consumer behaviour

Ones and zeros representing data.

A third of CMOs (33%) are more focused on the impact of rising number of channels and platforms than increasingly complicated consumer behaviour (17%), according to new research from integrated marketing data platform Adverity.

Findings also suggest that related growth in data volumes may be a significant cause behind this imbalance of priorities.

Titled 'Recession, Resilience, & Marketing Data: What’s shaping the CMO’s roadmap?', the report surveyed 300 CMOs...

65% of app marketers trialling new ways to target paying users

Nearly two thirds (65%) of app developers and marketers are searching for new ways of targeting new paying users without IDFA, cookies or data privacy issues.

This is according to the latest research from AdTech company Bango. Even with Google’s recent announcement that they are postponing the removal of cookies once again, changes such as Apple’s decision to restrict IDFA, and mounting government legislation, are forcing app developers and marketers to rethink their...