Experience management is the next generation category, and will be more important than CRM, human resource management and even marketing automation systems, Qualtrics' global marketing lead claims.

All the latest martech and adtech news this week from Verint, Freshworks, Hoozu, Salesforce, Datorama, Hootsuite, Zendesk, Qualtrics, Tableau, LinkedIn and Acquia.

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Customised training programs driven by client insights, company-wide experience awards and more personalised services are just some of ways real estate group, Harcourts International, is utilising a new customer experience platform for business growth.

Singapore’s Scoot Airlines has seen its customer satisfaction ratings improve and is now rolling out an employee experience management component off the back of significant strides in its customer experience approach.

All the latest martech and adtech news this week from HubSpot, AppNexus, Adform, Verint, LivePerson, Flamingo Ai, BigCommerce, and Animoca Brands.

The customer feedback management (CFM) market in the Asia Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX).

All the latest martech and adtech news this week from SAP, Zendesk, AdRoll, Ptmind, Swiftpage, Aprimo, Hootsuite and Impact.

SAP’s US$8 billion acquisition of Qualtrics will help the enterprise software bolster its experience management credentials short term, but analysts are questioning the wider data integration play necessary for the vendor for long-term competitive edge.

SAP has swooped to purchase Qualtrics for US$8 billion, just as the software-as-a-service survey platform was preparing for an IPO.

​Forrester has released its Forrester Wave: Customer Feedback Management Platforms, Q4 2018 report, detailing the nine providers who are transforming customer feedback management (CFM) and therefore the customer experience (CX).

All the latest martech and adtech news this week from Qualtrics, TVSquared, Twilio, Adobe, Autopilot, Turing Analytics, InMobi, Thunder Experience Cloud, and more.

​Digital is not a nirvana that stands in marketing isolation. Instead, it must be a part of an overall customer-centric culture or marketers will not achieve sustained results, Norman Disney and Young global director of marketing and communication, Ric Navarro, believes.

Scoot Airlines has made a significant investment into a voice-of-customer platform and overhauled its customer service and experience team structure in order to make CX its key competitive advantage in the low-cost carrier market.

All the latest martech and adtech news this week from Oracle, Maritz Loyalty, Nugit, Vendasta, QuanticMind, Sprout Social, Qubit, and OneTrust.

​Humility and courage are key to implementing a successful voice of customer (VoC) transformation program, as is a willingness to be open to the fact you might have been wrong, sometimes for years.

Customer trust is not only vital in an environment where customer expectations are increasing daily and competition is fierce, it is a brand differentiator that could make or break a business. You only have to look at the recent scandals around Facebook or the Australian Banks to see this happening.

All the latest martech and adtech news this week, including Adobe, Moat, Pinterest, Qualtrics, and more.

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