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Customer-Centric > Personalization

Personalization Efforts Mainly Limited to Email and Website Home Pages

April 26, 2017

Virtually all marketers believe that personalization helps advance customer relationships and that their prospects and customers expect a personalized experience, new research from Evergage has found. But only 45% agree that they're getting personalization right, and further results from the study indicate that personalization channels and experiences remain limited. Read more »

Consumers Have Mixed Feeling About AI’s Potential for Customer Service

April 13, 2017

Consumers aren't convinced that AI can┬áprovide the same, or better level of customer service that a human can provide today, according to a Pegasystems survey. In fact, more adults surveyed across the globe disagree (38%) than agree (27%) that AI can match human customer service. However, there's a bit more optimism about the future, as more agree (38%) than disagree (26%) that AI has the potential to improve service in the future. Read more »

Top 10 Marketing Charts of the Month – March 2017

April 10, 2017

This month's quick-hit set of top charts includes the following topics: email list growth and deliverability metrics; shopping around vs. loyalty; Millennials' new media milestone; financial status, by generation; improving digital ads; obstacles to marketing analytics; CMOs and brand-building; corporate reputation drivers; and CX leader. Read more »

As Digital Ads Become More Expensive, How Can They Be Improved?

March 29, 2017

Marketing budgets have been pouring into digital media in recent years as advertisers try to maintain pace with consumers' new behaviors. But digital advertising has seen its share of problems, from viewability to transparency and fraud. Several digital ad formats also frustrate consumers due to their interruptive nature. So how can online ads be improved? Adobe Digital Insights (ADI) asked consumers that very question in its recent Digital Advertising Report. Read more »

Top 10 Marketing Charts of the Month – February 2017

March 13, 2017

This month's quick-hit set of top charts includes the following topics: budget trends, by channel; Super Bowl ads; B2B lead gen channels; trustworthy B2B info sources; Millennials' brand loyalty; distribution of affluents by generation; "most powerful" brands; how brands are using Snapchat; and the top opportunity for marketers this year. Read more »

Customer Satisfaction With Retail Stores Rebounds to Hit Highest Mark Yet

March 2, 2017

The NRF recently issued a fairly optimistic forecast about retail sales this year, and the sector might also be buoyed by new study data indicating that customer satisfaction has rebounded after a couple of years of decline. Indeed, the latest industry-focused research [download page] from the American Customer Satisfaction Index (ACSI) indicates that customer satisfaction with the retail trade sector (excluding e-commerce) has improved by a sizable margin, increasing 3.5 points to 78.3 on a 100-point scale. Read more »

How Are Marketers Using Data to Personalize Experiences?

March 2, 2017

Research has shown that personalization can provide a significant lift for marketers across various KPIs, and a new Monetate survey [download page] of 131 marketers finds that they are in the process of implementing personalization strategies at their organizations. Read more »

Retail Marketers Using AI Most Commonly For Search & Recommendations

February 28, 2017

Artificial intelligence (AI) is being hailed as one of the top trends impacting user experience over the next few years. How can AI be applied to retail? As it turns out, about two-thirds of retail marketers are using AI for marketing purposes, according to a new report from Sailthru [download page], with these marketers most commonly using AI in search. Read more »

Stats Show List Segmentation Tools Provide Significant Lift in Email Clicks

February 24, 2017

Email marketers have long looked at segmentation as a leading way to increase email response rates and have made it one of their top email priorities. Recently, MailChimp dove into its customer data to provide stats demonstrating┬áthat segmentation does actually work. Read more »

Which Account-Based Marketing Tactics Seem to be Working?

February 17, 2017

Not surprisingly, the leading objective of account-based marketing (ABM) is to grow revenues per existing account, although many marketers are also hoping that ABM will increase their number of new accounts, according to a new study [download page] from Ascend2 and its Research Partners. The survey delves into the tactics marketers are finding effective as well as those requiring the most effort. Read more »