Forrester

Digital Marketing

What digital channels are marketers looking to in 2020?

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

​Predictions: 9 digital marketing predictions for 2020

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

Predictions: 10 Customer experience trends for 2020

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.

People

Forrester predictions 2020: Link CX metrics to money or lose your job

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.

Measurement & Analytics

CX: An exercise in constant change and measurement

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.

Digital Marketing

Emotion analytics: The X factor in CX?

“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.

Leadership

Forrester to acquire SiriusDecisions

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

Contextualising with consent

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

​ADMA: In the age of data and technology, is creativity dead?

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

4 core operating principles to accelerate CX: Forrester

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.

Featured Whitepapers

State of the CMO 2021

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

More whitepapers

Latest Videos

Launch marketing council Episode 5: Retailer and supplier

In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.

More Videos

Great read. I agree that it should be a perfect balance between interacting with your customers and knowing your brand. As a business, yo...

Caroline Scott

7 ways CMOs can improve their customer engagement game

Read more

Very true. Team development helps improve collaboration among the team members. I was able to improve my team's collaboration skills by t...

Quent Sinder

Why empowering others can help make you a great leader

Read more

CRM is a very good software that can help you succeed in your business. In my company, this system has allowed me to improve customer rel...

Anna Janicka

Sensis rebrands to Thryv and brings business software to Australian SMBs

Read more

AI Leasing Assistants have finally arrived for the multifamily industry. With so many to choose from it can be hard to figure out which i...

Alice Labs Pte. Ltd.

CMO's top 8 martech stories for the week - 6 May 2021

Read more

Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...

Marcus

10 lessons Telstra has learnt through its T22 transformation

Read more

Blog Posts

Why if marketing is all you do, you’ll never be very good at it

OK, so you’re probably thinking: “Here comes another article to badger me about living in my bubble.” And also, “I bet this bubble-bashing piece will go on to explain how I can achieve better results through some heady dose of new life experiences, new routines and annoyingly different opinions on social media.”

Dane Smith

Behavioural science lead and regional consulting partner, Ogilvy

A leader’s role in rebuilding a culture of confidence

Every day, there are new predictions and studies on the future of work, the state of the economy and the unfolding global pandemic. All of which creates uncertainty and heightens the imperative of effective leadership.

Michelle Gibbings

Workplace expert, author

Confused About Your Customers?​

​I've worked in brand and marketing for more than 20 years. But there’s one area where I’ve found myself going around in circles and I must admit I'm becoming increasingly confused.

Rich Curtis

CEO, FutureBrand A/NZ

Sign in