How Are You Measuring Your Digital Customer Experience?

Having spent a lot of time in an airport as of late, I had the opportunity to dive into IBM’s newly released CMO study. I found one statistic extremely surprising: 63% of CMOs are prioritizing investment around delivering deeper, more relevant customer experiences this year. Ok, so maybe this wasn’t a surprise to me and […]

Winning Hearts and Extra Pocket Change via Loyalty Programs

I think it’s safe to say that everyone has joined at least one loyalty program. I’m a devoted user of many. I use my Hertz Gold Plus rewards to save money and time, my Verizon Rewards+ points to rent free on-demand movies and I really enjoy the “buy 10, get one free” programs from the […]

Four Best Practices for Optimizing Lead Generation and Qualification

The following is a guest post by Tom Masotto, Vice President of Business Development, ON24, Inc, an IBM Business Partner. According to the 2015 Demand Gen Report Benchmark Study, 73% of marketers say webinars are their most effective tactic for generating qualified leads for their sales funnel. Furthermore, 65% of marketers believe webinars are the […]

Join us Sept 25th for Joint Webinar with Maxymiser on Multivariate Testing

On Sept 25th we are very pleased to co-host a webinar on multivariate testing with our esteemed business partner Maxymiser. Recognized by Forrester Research as a leader in online testing, Maxymiser serves nearly 10 billion experiences each month worldwide. Combined with a team of vertically focused digital experts, Maxymiser’s Customer Experience Optimization suite quickly delivers […]

Make your contact center a profit center

Good news travels fast, but bad news travels even faster. It’s just a part of doing business in the digital age. Social media channels such as Facebook and Twitter, and mobile devices like smartphones and tablets, make it easier than ever to share information about a company, their products and their services. We’ve all seen […]

Get ready for the holiday season with these online retail trends

With the holiday season right around the corner, it’s time for retailers to take a closer look at the strategies that can ensure success—and to uncover any potential roadblocks on the horizon. Consumer behavior has been changing rapidly over the last few years, and these shifts are having unexpected consequences. The good news? More people […]

Rethink Marketing: Creating a System of Customer Engagement

Marketers today are facing unprecedented levels of change in the way they do business. Customers have changed the ways they shop, connect with each other, and interact with the companies they do business with. However, dealing with change can be difficult. Many marketers are responding by simply doing more of what they’ve always been doing: […]

Big Data and Marketing – Putting Customer Data to Good Use

It’s a fact: data-driven marketing, sales and service strategies – and the tools that enable this – are now being fully leveraged for success at leading companies. Why is this happening now? Because the tools exist to do this in a scalable and customized way. And what’s the key driver of interest and activity here? […]

Why Leading Marketers Outperform – and – Linking Insight to Action for Online Data

Less than a third of companies responding to IBM’s 2012 Marketing Survey are using their online data to target or syndicate one-to-one offers and ad messages. The ones that do, for example, syndicate display advertising using online data outpace their competitors financially. This is one of the many pieces of insight that will be reviewed […]

An Ecosystem for Analyzing Customer Experience

Eric Peterson of Web Analytics Demystified said it best: “Online, no one can hear you scream.” Last week, Eric made this point abundantly clear during our webinar on Avoiding Blind Spots in Digital Analytics.  His point was compelling and illustrative, as it spoke to the struggles digital marketers encounter with gaining total clarity on their […]

Missed the B2B and MFT Architects Webcast?

If you weren’t able to join us for our webcast, On Cloud, on Premise or a Hybrid Solution? IBM’s B2B and MFT Architects Weigh In, here are some of the highlights: The analysis challenge: For IT departments, saddled with existing architectures, the first step to determining how to take advantage of the cloud is a true […]

Mastering complexity: The ongoing marketing challenge

Written by Paul McNulty, Director of Marketing, Enterprise Marketing Man­­agement Group. IBM recently published its much-anticipated annual report, The State of Marketing 2012: IBM’s Global Survey of Marketers. As I read through the findings, it became clear that managing complexity is top of mind of many marketers, from the CMO to front-line staff. Consider: 58 […]