Chart
| Aug 9, 2023
Source: Verint
It will use AI for transaction approval, predictive analytics, and customer experience tools
Article
| May 31, 2023
GenAI is providing numerous benefits across the entire CX. Accelerated by the recent releases of Midjourney, DALL-E 2, and ChatGPT, a revolutionary transformation is underway for marketers regarding the way they engage and interact with consumers.
Article
| Jun 20, 2023
A targeted approach: As with other retail media networks, Uber, Lyft, and Instacart’s appeal to advertisers is rooted in their first-party data and ability to reach consumers at key moments in the customer journey. Both Uber and Lyft are using trip data to tailor ads based on where users are going and what that behavior reveals about them.
Article
| Mar 11, 2024
Hyper-personalization can elevate the customer experience. Globally, 80% of consumers think personalized product recommendations are “cool,” per a November 2023 survey by Marigold and Econsultancy.
Article
| Mar 8, 2024
Without cookies, advertisers can’t pinpoint the precise path to purchase a consumer took. As a result, they need to think about who they should serve with ads using past on-site behaviors. “You really have to rethink how you create an audience. It's no longer about just trying to retarget interested people, but how are you now defining interested people and interested shoppers,” said Harris.
Article
| Apr 10, 2024
They are also exploring genAI use cases to streamline the customer path to purchase. For ecommerce retailers still considering the utility of AI, resale will provide valuable data and use cases. Physical spaces and high-touch services will be key to courting affluent shoppers for resale.
Report
| Apr 5, 2024
For luxury brands, tapping into the partnership channel presents a unique opportunity to reach new audiences and maximize brand awareness. The pay-for-performance partnership model mitigates risk by allowing luxury brands to work with partners that can curate rich stories all the way down the purchase funnel for an established community.
Article
| May 12, 2023
Its capabilities extend beyond transaction processing to include inventory management, customer relationship management (CRM), business analytics, and more. In-store, POS software is integrated into terminal hardware. All of this broadens POS functionality, which creates new revenue opportunities for providers. Lines are blurring as software opportunities proliferate.
Report
| Mar 27, 2024
As acquisition costs continue to rise, it’s crucial for D2C brands to double down on the value provided to customers. For outdoor lifestyle company Solo Brands, this meant putting its loyal fan base first by leaning into customer experience, communication, and its value proposition to keep customers engaged and coming back for more.
Article
| May 10, 2023
Retail tips for 2024: Focus on value, in-store experience. What retail trends will dominate 2024? Note: Data was provided to Insider Intelligence | eMarketer by Kearney. Methodology: Data is from the November 2023 Kearney report titled "Consumer Experience Briefing Data Pack." 1,000 US adults ages 18+ were surveyed online during November 2023.
Article
| Jan 9, 2024
Freelancer platform Upwork’s CMO Melissa Waters said the company hasn’t seen jobs like writing, translation, and customer service entirely displaced by AI. Lower-skilled work within those categories and tasks that are relatively easy to outsource have been replaced, while higher-skilled work is expanding. Waters said Upwork has also seen a growth in AI-specific jobs.
Article
| Mar 6, 2024
With a clear understanding of consumers’ preferences and intent, marketers can identify and target the best audiences and effectively activate their campaigns against that behavioral data. In this video, Claritas’ Barney Marvin, senior vice president of digital, shares how audience segmentation can improve the customer experience and increase lifetime value.
Video
| Mar 28, 2023
Immersive technologies are reimagining what’s possible in the B2B space. Watch Industry Voices: CMOs Look Ahead with Milena Oliveira, senior vice president and CMO, to hear how 3M’s Transportation and Electronics Business Group (TEBG) leverages mixed reality alongside industry expertise to support an integrated customer experience.
Video
| Apr 19, 2022
More than 75% of companies say they lack the ability to transform raw data into actionable insights that can improve customer experiences. But when used correctly, customer data platforms (CDPs) can help manage customer data and greatly improve the marketing experience.
Article
| Nov 16, 2021
When unexpected market trends put more focus on health and wellness, The Vitamin Shoppe placed their customers center stage. Watch Industry Voices: Spotlight on CPG with Nadina Guglielmetti, marketing executive at The Vitamin Shoppe, to hear how precise investments in the customer journey can lead to big payoffs—in awareness, engagement, and credibility.
Video
| Oct 29, 2021
Evolving client expectations for more personalized services threaten wealth managers’ ability to retain existing clients and snap up new ones. But incumbents can face these changes head on by tapping AI to hyper-personalize offerings across the customers journey.
Report
| Jan 12, 2022
Through customer experience and community focus, M&T Bank is growing more than just its business. Watch Industry Voices: Spotlight on Financial Services with M&T Bank’s Francesco Lagutaine, chief marketing, communications and digital officer, to hear how M&T Bank is succeeding by combining large-bank advancements with small-bank values.
Video
| Nov 19, 2021
Noticing gaps in accessibility, SmileDirectClub went to market to offer affordable, wide scale orthodontic care in the US before going global. Watch Industry Voices: Spotlight on D2C with SmileDirectClub CMO John Sheldon to hear how the brand’s goals were achieved by focusing on customer relationship management and a retention strategy rooted in telehealth.
Video
| Nov 23, 2021
Buying new bedding is often triggered by necessity or a life event, and when that sale happens online, creating a sensorial experience is critical. Watch Industry Voices: Spotlight on D2C with Boll & Branch CMO Jonathan Bottomley to hear why great customer service paired with inspirational and educational content helps retain existing customers and prompt future sales.
Video
| Dec 7, 2021
Social commerce has shortened the path to purchase, allowing consumers to move through the purchase journey from discovery to checkout within one app.
Article
| Dec 9, 2021
These FIs serve mostly Boomers and Gen Xers. Developing a strong digital customer experience could woo younger generations still searching for their primary FI.
Article
| Jun 21, 2022
The app will give banks a holistic view of their customers through data aggregation to offer personalized customer experiences.
Article
| Nov 7, 2022
Three in 4 US brand marketers say generative AI will help them achieve their customer experience goals because it will enable them to create personalized content, per a March 2023 Sitecore survey. Brand marketing growth may also be the result of a renewed focus on loyalty, as 54% of retailers plan to strengthen their loyalty programs this year, according to Deloitte. Use this chart:.
Article
| Feb 7, 2024
Go further: For more insights on the beauty category, check out The Beauty Path to Purchase and our latest report on the US Beauty Consumer.
Article
| Mar 28, 2024