Joining the VUI conversation: The challenges and benefits of voice user interfaces for marketers

Voice user interface (VUI) development has been opened up to brands, people and developers vying for a share of voice in this new, noisy marketplace by both Amazon and Google who have created free ‘skill’ or ‘action’ building platforms for their market-leading personal voice assistants. Although this accessible technology is exciting, it is still in the early stages of adoption and presents a steep learning curve - for both brands and customers. In this world, everyone’s a...

By Iain Millar, 23 May 2018, 0 comments. Categories: Branding, Customer Experience, Data-driven marketing.

Why “romanticising the loss of jobs to technology is like complaining antibiotics put grave diggers out of work”

“Romanticising the loss of jobs to technology is little better than complaining that antibiotics put too many grave diggers out of work. The transfer of labour from humans to our inventions is nothing less than the history of civilization. It is inseparable from centuries of rising living standards and improvements in human rights.

“What a luxury to sit in a climate-controlled room with access to the sum of human knowledge on a device in your pocket and lament how we don’t work with our hands...

By Jeremy Waite, 22 May 2018, 0 comments. Categories: Automation, Best Practice, Customer Experience, Data-driven marketing.

Exploring the motivations of the rarest - but most powerful - type of consumer

Encouraging customers to be loyal to a brand is becoming increasingly difficult for marketers, as online and in-store offerings diversify and expand to meet consumer needs. The retail industry is also evolving, which was recently demonstrated by Andrew Griffiths, retail minister, who announced a new collaborative Retail Sector Council.  Tasked with bringing the government and industry together, the council’s...

By Richard Piper, 17 May 2018, 0 comments. Categories: Commerce, Customer Experience, Data-driven marketing.

Why emotional intelligence needs to be better utilised in customer service interactions

Daniel Goleman, the psychologist who popularised the term ‘emotional intelligence’ (the ability to read, understand and respond to human emotions appropriately) argued that Emotional Intelligence (EI) was just as important as IQ when it comes to leadership and achieving success at work.

He suggested that decision makers should look beyond the typical skillsets required for customer service work, and instead find ways to measure the EI of...

By Adam Wilkinson, 16 May 2018, 1 comment. Categories: Best Practice, Customer Experience, Data-driven marketing.

A last-minute GDPR checklist: Data mapping, privacy notices, and more

GDPR goes into effect in just a few days, and while your company has probably been working for months (or more) to be compliant with this groundbreaking new regulation, here are five items that should be at the top of your last-minute GDPR checklist. 

Map your data

Article 30 of the GDPR requires data controllers and processors to have a record of processing containing certain high-level attributes (e.g., purpose of processing, a description of categories of data subjects and categories of personal data,...

By Brian Philbrook, 15 May 2018, 0 comments. Categories: Best Practice, Data-driven marketing.

How learning management system data can inform your marketing strategy

As marketers, there is no shortage of options when it comes to targeting audiences. Data-driven marketing is quickly becoming king. The true challenge is learning to use the available data to inform effective choices.

One rich data source that many marketers overlook is learning management systems. Learning management systems (LMSs) have long provided hefty data reports and analytics to help users improve online training effectiveness and return on investment. However, many companies are unaware that this...

By Christopher Pappas, 11 May 2018, 0 comments. Categories: Customer Experience, Data-driven marketing.

A double edged sword: How to wield AI wisely

Recent research conducted by Adobe amongst 13,000 marketing, creative and technology professionals has found that organisations who are engaging with AI are 50% more likely to exceed their own business goals – which makes it unsurprising then that 46% of brands are set to adopt the technology before the end of 2018.

But what does sudden mass adoption of AI look like? Brands must be wary of using AI to conduct...

By Sam Madden, 11 May 2018, 0 comments. Categories: Advertising Technology, Automation, Data-driven marketing.

Overcoming the B2B conversion hurdle: What are digital marketers missing?

A recent article on Forbes.com revealed that B2B customers progress more than 70% of the way through the decision-making process before engaging a sales representative. For many organisations, this will have made for a frightening read. And the immediate, almost knee-jerk reaction, will have been to panic about how to ‘seal the deal’ in the final 30% of the time they’ll dedicate to their pre-purchase assessment.

But the trick here isn’t to rush into offering crazy discounts or...

The elusiveness of customer loyalty: Winning the new battleground for marketing-led growth

The digital world has given consumers near-endless choices, and that has made many of them fickle. Easily tempted away to try new products or services, consumers aren’t as likely to be loyal to brands as they once were. In fact, McKinsey research from more than 125,000 consumers shows that 87% of them exhibit a strong propensity to shop around and incumbent brands hold their own just 42% of the time.

Further, our data suggests that most categories are “shopping” categories. In this...

By Dave Elzinga, 08 May 2018, 0 comments. Categories: Branding, Campaigns, Customer Experience, Data-driven marketing.

The GDPR learnings that nobody told you about: Guidelines for small businesses

Few changes over the last several years have as many practical repercussions on the way marketers do their job as GDPR. Our recent research into business readiness, run through Product Hunt, was met with thousands of responses.

There is a real eagerness across borders to share and learn when it comes to this topic – don’t forget it’s just as relevant for the US as it is for APAC marketers, as the regulation affects anyone collecting, processing and storing personal data of European...

By Judy Boniface, 04 May 2018, 0 comments. Categories: Customer Experience, Data-driven marketing.

The four most important metrics for any marketer to understand

Traditionally, marketers have tended to focus on clicks, unique visitors, leads and opportunities to measure campaigns and demonstrate their business impact.

While the marketing industry will never fully divert from these more traditional metrics, the competition is becoming tougher than ever before – with 589,008 new UK businesses setting up shop in 2017 alone. To truly stand out and drive a business forward in the modern day,...

By Jen Grant, 02 May 2018, 0 comments. Categories: CRM, Customer Experience, Data-driven marketing.

Frictionless marketing: How automation can drive better experiences

James Dyson’s inventions could arguably be used to define what frictionless business looks like. From the hairdryer to the vacuum cleaner, and now onto the electric car, his vision for innovation through simplification is an inspiration to many.

It was with surprise, then, that I read a news article recounting comments he made around how automation will boost employment and “should not be feared”. As a marketing professional I have long held the belief that business is about human...

By Connie O'Brien, 25 April 2018, 0 comments. Categories: Automation, Customer Experience, Data-driven marketing.

The rise of the machines in digital marketing: Building relationships between brands and consumers

Today, we rely heavily on information technology to increase our brand image and reach consumers. In 2018, the rise of the machines (minus the I, Robot plot twist) is evident in the popularity of augmented reality (AR). The AR industry is experiencing serious growth compared to that of virtual reality, due to the likes of Ikea Place, Snapchat and Pokémon Go. Flow Digital, a digital marketing agency based in Newcastle, are looking into the...

By Lauren Green, 25 April 2018, 0 comments. Categories: Automation, Data-driven marketing.

Seeing through the issue of user data transparency: Five ways to get the balance right

When it comes to user data, companies seem to make the same mistakes again and again. The current Facebook/Cambridge Analytica disaster illustrates the flawed thinking and ambiguous policies that often lead to these breaches and the resulting erosion of consumer trust. 

In response, Facebook has disclosed some upcoming changes, including the creation of a new Custom Audience certification tool. However, it will take more than a few reactive symbolic “fixes” to regain consumer trust. Here are...

Does brain hacking have a place in your CRM program?

It is no longer a secret: Reward systems that trigger chemicals in our brains and drive user engagement are built into many modern technologies.

In fact, a piece published by The New York Times titled “How Evil is Tech?” questioned the manner in which social media applications leverage random reward loops. These psychological techniques are designed like slot...

Closing the intent gap to drive sales

More than half of European consumers aged 18 to 34-years-old want ads that are relevant and personalised, according to the Adobe Digital Insights report. And although generally most marketers think they have improved in terms of matching consumer interests (69% in Germany; 49% in the UK; 36% in France), consumers beg to differ.

Only 33% of people in the UK think they are being served up advertising that is of value to them, compared with...

By Harvey Sarjant, 19 April 2018, 0 comments. Categories: Data-driven marketing.

Levelling the playing field: Democratising audience data

Today, acceleration is happening to companies that are able to engage the right consumers through social platforms and employ technology to expand market size globally.

Dollar Shave Club went from $0 to $200m in revenue in only 4 years and completed a $1bn exit. HelloFresh scaled to c.€600m of sales in less than 4 years. Tesla booked c.500k of pre-orders for its model 3 without a dollar spent on advertising.

small businesses need ready access to audience insights in order to compete

The key aspect of succeeding in...

By Ali Little, 06 April 2018, 0 comments. Categories: Advertising, Data-driven marketing.

If you want to disrupt – listen to the haters

Meet the 2017 CNBC Disruptor 50 companies. All CMOs who read this list do so hoping none of the companies on it are targeting their industries.

Disruptors aren’t interested in playing nice; they want to change the game. Enterprise leaders facing disruptive startups could find themselves outgunned if they don’t learn how to navigate a new type of battlefield.

Gillette was 

By Darshan Mehta, 03 April 2018, 0 comments. Categories: Best Practice, Customer Experience, Data-driven marketing.

Here’s how we can really ‘fix Facebook’

Facebook seems to have a good way of dealing with issues. They deal with them before they happen. Following the Cambridge Analytica data breach, they claimed this couldn’t happen on Facebook today. Job done.

Likewise, Google were easily able to solve the brand safety concerns on YouTube with a few tweaks to their algorithm last year. Not to mention, they’ve also recently solved the fake news problem with their Google News Initiative.

Of course, the problem with these solutions is the continued...

Forrester: 15% of marketers currently GDPR compliant

GDPR is getting really close now, and a new report by Forrester suggests that only a small minority of B2B marketing confident that their organisation is currently fully compliant with the new requirements.  

The company interviewed 66 B2B marketing professionals in January and found that 15% think that are completely ready for implementation day on May 25. 18% have not yet settled on a strategy going forward, while the majority consider themselves to be partially ready.

The regulation marks a...

By Colm Hebblethwaite, 19 March 2018, 0 comments. Categories: Data-driven marketing.