Customer Technology

Measurement & Analytics

Report: CDP adoption hampered by data maturity

A lack of data maturity and actionability is hampering utilisation of customer data platforms (CDPs), a new joint study by Epsilon, Adobe and Publicis Groupe and conducted by Forrester Consulting has found.

Measurement & Analytics

Report: Forrester names top CX feedback management platforms

The latest Forrester Wave has evaluated customer feedback management platforms and services and nominated the 12 most significant ones - Alida, Cisco Webex XM, Clarabridge, Concentrix, Confirmit, InMoment, Medallia, NICE, Qualtrics, Reputation, SMG and Verint. This report shows how each provider measures up and helps customer experience (CX) and insights professionals select the right one to match their needs.

Digital Marketing

Why SugarCRM acquired AI specialist Node

SugarCRM recently acquired artificial intelligence (AI) outfit Node, which leverages CRM and external data sources to deliver improved predictability across businesses. The acquisition fuels Sugar’s time-aware CX platform by forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities.

Strategy

Tealium CRO: Customer data boon yet to be unlocked

​There is a massive opportunity for brands to engender even more consumer loyalty, as the true potential of data and the harnessing of technologies like customer data platforms (CDPs) and artificial intelligence (AI) become apparent in the coming years.

Measurement & Analytics

InMoment and MaritzCX to merge

InMoment is merging with MaritzCX in a deal aiming to create the world’s largest enterprise customer experience technology company.

Digital Marketing

Report: Confusion still rife over CDPs

Most marketers are planning on switching their customer data platform (CDP) in the next 12 months, despite being happy with their current provider, a new report has found.

Digital Marketing

LogMeIn to be acquired by private equity for US$4.3bn

Cloud-based connectivity vendor and Bold360 owner, LogMeIn, has entered into an agreement to be acquired by affiliates of Francisco Partners, a leading technology-focused global private equity firm.

Measurement & Analytics

The power of combining X-data and O-data

Consumers are bombarded with thousands of brand messages every day. Which makes it increasingly important for marketers to understand the complete brand experience and have rich, actionable insights through a broad array of data.

Measurement & Analytics

NRMA: Getting smarter about the voice of customer

​For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.

Digital Marketing

SAP rebrands to signal customer experience technology agenda

SAP is dropping the ‘Hybris’ name and repositioning its portfolio of marketing, ecommerce, service and customer data cloud platforms under SAP C/4Hana as part of efforts to capture the end-to-end customer experience management market.

Featured Whitepapers

State of the CMO 2020

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Launch marketing council Episode 4: Disruptive category launches

Our multi-part video series, Ready to Launch, is focused on unlocking the secrets of launching brands, products and services by exploring real-life examples from Australia’s marketing elite. The series is being produced as part of the Launch Marketing Council initiative by CMO in conjunction with Matt Lawton, MD at independent agency, Five by Five Global.

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Blog Posts

​Beyond greenwashing: Why brands need to get their house in order first

Environmental, Social and (Corporate) Governance is a hot topic for brands right now. But before you start thinking about doing good, Craig Flanders says you best sort out the basics.

Craig Flanders

CEO, Spinach

​The value of collaboration: how to keep it together

Through the ages, from the fields to the factories to the office towers and now to our kitchen tables, collaboration has played a pivotal role in how we live and work. Together. We find partners, live as families, socialise in groups and work as teams. Ultimately, we rely on these collaborative structures to survive and thrive.

Rich Curtis

CEO, FutureBrand A/NZ

The forgotten art of Acceptor/Rejector Analysis

The way we analyse brand health market research is wrong.

Zac Martin

Planning director, Ogilvy Melbourne

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