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Customer-Centric > Personalization

Majority of TV Dollars to Soon Be Traded Programmatically, Advertisers Predict

May 11, 2017

There'll be an inflection point in TV buying in the near future, a majority of TV and digital video advertisers predict. In fact, some 64% of decision-makers surveyed by Videology and Advertiser Perceptions [download page] believe that within the next 3-5 years more than half of TV buying industry-wide will be done programmatically. Read more »

Heavy Online Media Consumers More Open to Targeted Ads

May 11, 2017

Heavy digital media users are more likely than the general internet-using population to prefer seeing advertising relevant to their interests, per recent research [download page] from Kantar Media. This greater desire for relevance is likely what's behind a greater receptiveness on their part to targeted advertising, according to the survey of more than 5,000 internet users. Read more »

Collect This Type of Data And You’ll Upset A Majority of Consumers

May 9, 2017

Nearly two-thirds of consumers in the US and UK say they would be upset to know that marketers had their salary information, according to a BlueVenn report [download page]. A majority of respondents would likewise be upset if marketers were privy to their credit rating (58%), private social media data (56%), smart home data (56%) and internet browsing history (52%), according to the report's findings. Read more »

Email’s Not Dead; Brands Are Innovating With It. Here’s How.

May 1, 2017

It wasn't so long ago that email was supposed to die at the hands of social media as a communications channel. But brands have been sending more email, consumers have been doing the same, and marketers continue to rate email the most effective digital channel. But what are they doing to get better? A report from Econsultancy and Adestra [download page] offers some insights. Read more »

Travel Industry Satisfaction Climbs: Which Companies Are Leading the Field?

April 27, 2017

Airlines are enjoying the highest reported customer satisfaction score since 1995, according to the American Customer Satisfaction Index (ACSI). The index for airlines rose to 75 on ACSI's 100-point scale, which is a 6-point boost over a 2-year period, and an improvement of 4.2% from last year. Read more »

Baby Boomers Show Some Apathy Towards Digital CX Initiatives

April 27, 2017

Generational differences might play a larger role in attitudes toward digital innovations than company executives originally thought, according to research [pdf] from the IBM Institute for Business Value. Indeed, the data highlights Baby Boomers' relative lack of interest in embracing new initiatives compared to younger age groups. Read more »

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 provide 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 »