​Measuring CX is vital, but difficult, to do, according to Gartner, as there are hundreds of metrics to choose from and various levels within an organisation to which they should be applied.

Companies looking to automate all their customer experience using artificial intelligence (AI) or machine learning are likely to fail at delivering the seamless, post-channel CX experiences customers want.

Today’s brands are too uptight and need to ‘unbrand’ if they’re to have a hope of meeting dynamic and changing consumer expectations, a leading Gartner analyst says.

Employee engagement tops the list of major concerns when delivering CX improvement projects, according to a new Gartner survey.

Adobe, IBM, Liferay and Sitecore have clinched top spots on the coveted leaders quadrant in Gartner's newly created Magic Quadrant for Digital Experience Platforms.

Adobe, Salesforce, Oracle have again dominated Gartner’s list of digital marketing technology providers for 2017, striking out a significant lead against the rest of the pack.

Several years ago, Gartner gained notoriety for suggesting CMOs will be spending more than their IT counterparts on technology by 2017. Well, according to the research firm, that premise is set to come true, as marketers look to up spend on a host of capabilities across the martech stack.

Claiming a 78 per cent accuracy rate based on prior years’ results, chief of research Daryl Plummer delivered Gartner’s 10 strategic predictions for the next three-to-five years at the company’s Symposium/ITExpo yesterday.

Real Story Group analyst Theresa Regli busts the most common myths marketing technology vendors tell customers and prospects, and other martech experts share insight on how marketing pros can navigate the dynamic digital landscape.

Gartner claims the list of technologies that help improve and support customer experiences is a long and growing one. But that hasn’t stopped the analyst firm from coming up with a top 10 list of CX technologies seen as increasingly vital in winning the customer-brand battle.

Hold on to your hats, spending on marketing tech is about to take off -- $120 billion over the next decade, up from $1.2 billion today. At least that's what Ashu Garg, general partner at Foundation Capital, sees when he gazes into his crystal ball.

If you buy a car during the next five years, there's a good chance it will have a wireless network connection that will enable a myriad of mobile services.

Four years have passed since augmented reality apps for smartphones started appearing in app stores for consumer use, but the trend has been slow to catch on.

People will one day depend on wearable computers to monitor not just their activities but a myriad of data about their health, making the devices basically like a sixth sense.

A quarter of large global organisations will appoint a chief data officer (CDO) by the end of the year, a Gartner analyst has claimed.

By 2017, the typical mobile user will share their personalized data stream with 100 applications and services every day, with wearable devices and Internet-connected appliances fueling the use trend, according to Gartner.

Global mobile advertising spending is forecast to hit US$41.9 billion (AUD$47.6bn) by 2017, driven by display formats and video categories.

Oracle’s US$1.5 billion acquisition of Responsys is indicative of the rapidly changing marketing software landscape and the jostling between leading global IT vendors to win over CMOs, industry pundits claim.

As CMOs take on a more strategic role in the c-suite, they will need to broaden their technical skills and expertise to understand big data analytics, customer online experience, social media and more.

More than 20 per cent of government departments around the world will appoint a chief digital officer as part of their digital strategies, according to new Gartner research.

Apple today unveiled a revamped and renamed 9.7-in. iPad, calling it the "iPad Air" to reflect its thinner, lighter form and to evoke the thin MacBook Air laptop.