A Brand for social justice
In 2020, brands did something they’d never done before: They spoke up about race.
Strategy
Making promises and keeping them is the intertwined linked between brand and customer experience, Forrester's Dipanjan Chatterjee says.
Digital Marketing
According to recent research by WARC, marketers are looking to increase marketing investment in emerging social media channels, such as TikTok, and away from old channels such as Twitter and Snapchat.
Digital Marketing
What does 2020 hold for digital marketers, and marketing generally? We ask a raft of industry experts from the marketing technology and industry community to give us their thoughts on 2020 and beyond, and what marketers will need to know moving forward.
Digital Marketing
These days, most marketers recognise customer experience (CX) is vital for a healthy, profitable brand. But while most marketers want to offer good CX, how best to go about it seems to be the sticking point.
Customer Experience Management
Customer experience leaders grow revenue faster, drive higher brand preference, and can charge more for their products by forging an emotional connection with consumers, a new Forrester CX report said.
Digital Marketing
Despite all the hype around customer data platforms (CDPs), a new study has found brands are struggling to create a unified view of the customer.
Digital Marketing
Forrester has revealed its leaders in global digital experiences agencies, with Publicis Sapient, Deloitte, IBM, Accenture, and PwC named in the top spots.
People
One in four customer experience (CX) professionals will be out of a job in 2020, according to the latest Forrester 2020 predictions. But don’t read that as a sign interest in CX is waning: On the contrary, the level of c-suite and high-level CX managers is set to increase.
Digital Marketing
Adobe and Evergage have topped the latest Forrester Wave rating digital intelligence platform providers based on product offering, strategy and market presence.
Measurement & Analytics
Measuring the impact of customer experience programs of work on the customer, business and resources is vital in the ever-important quest to keep up with market expectations, Forrester's senior analyst, Riccardo Pasto, says.
Leadership
CMO/CIO collaboration is more important than ever for business success, but few are successful, according to a new report from Forrester.
Digital Marketing
“Focus on your customers”, Warren Buffet reportedly said. Savvy marketers take note: The renowned investor’s advice is borne out by the latest CX research from Forrester. According to the analyst firm’s 2018 Australian Customer Experience Index, emotion has a bigger impact on brand loyalty than ease or effectiveness and is the critical piece in becoming a standout CX leader.
Customer Experience Management
When Allianz Retire+ was looking to build and launch a new product, Future Safe, it wanted to shake things up.
Leadership
Forrester has entered into a definitive agreement to acquire SiriusDecisions, a business-to-business research and advisory firm, for US$245 million in cash, subject to adjustment.
Strategy
It’s time for organisations to stop decorating their customer experience and start renovating the foundations, Forrester’s senior CX analyst says.
Strategy
Online consent can be a minefield for brands, and just doing enough to fulfil legal obligations no longer cuts it. Transparency is key, balanced with the right amount of information.
Leadership
The role of creativity in an increasing tech and data-driven world was one of the topics discussed at the ADMA global forum last week, with the overwhelming response being that creativity and storytelling is more important than it’s even been.
Strategy
Forrester APAC vice-president and research director, Michael Barnes, is convinced CX leaders need to “fundamentally change” the core operating principles of their organisations in order to become a more customer-centric entity and be the engine of growth.
Strategy
Kmart has successfully adopted a customer-centric approach and recognises CX is the company’s engine of growth.
People
Macquarie Bank’s decision to merge client experience (CX) with employee experience (EX) into one function has proven a landmark move that’s accelerated the bank’s customers capabilities and bolstered internal engagement.
Strategy
Tom Mouhsian, principal analyst (CX), APAC, at Forrester, discussed the CX-led transformation of Prudential Singapore at Forrester's CX Sydney 2018 Forum today.
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.
In 2020, brands did something they’d never done before: They spoke up about race.
‘Business as unusual’ is a term my organisation has adopted to describe the professional aftermath of COVID-19 and the rest of the tragic events this year. Social distancing, perspex screens at counters and masks in all manner of situations have introduced us to a world we were never familiar with. But, as we keep being reminded, this is the new normal. This is the world we created. Yet we also have the opportunity to create something else.
In times of uncertainty, people gravitate towards the familiar. How can businesses capitalise on this to overcome the recessionary conditions brought on by COVID? Craig Flanders explains.
Great content and well explained. Everything you need to know about Digital Design, this article has got you covered. You may also check ...
Ryota Miyagi
Why the art of human-centred design has become a vital CX tool
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Cecille Pabon
Report: Covid effect sees digital events on the rise long-term
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Sanwataram
Predictions: 14 digital marketing predictions for 2021
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OmiljeniRadio RadioStanice Uzi
Google+ and Blogger cozy up with new comment system
Awesome and well written article. The examples and elements are good and valuable for all brand identity designs. Speaking of awesome, ch...
Ryota Miyagi
Why customer trust is more vital to brand survival than it's ever been