Marketing, sales and the customer in a digital age

Customer-facing activities such as customer service and sales have adopted digital tools quite early on a functional level. The same goes for marketing. Discover some of the ways sales, marketing, and customer relationship management have been – and are – going through digital transformation and how an increasingly digital customer wants to be served in a channel-agnostic way. From digital customer experience to digital marketing and the tools and techniques enabling to enhance marketing ROI.

Customer engagement: Zoom acquires Five9 – the what and why

Zoom Video Communications (Zoom) acquires Five9, a fast-growing provider of intelligent cloud contact center tools to improve customer experience in a more 'hybrid world.' A look at the 'what' and 'why.' Ongoing automation, digitization, and...

Digital marketing – back to human and integrated basics

Digital marketing is currently the most used term for marketing activities that heavily rely on digital channels, tools, and tactics. Digital marketing is grown out of online marketing, and both are often used interchangeably....

Internet advertising spend to flatline as advertising spend declines across all other media

Global Internet advertising will remain flat in 2020 as the overall global advertising market is expected to decline by at least 7.4 percent analysts claim. The usage of digital channels for numerous purposes, ranging from...

Compelling reasons why customer experience excellence requires leadership

Executive leadership and boardroom buy-in is essential for customer experience excellence. Do you have someone in your company who is responsible for the improvement of customer experience, customer service and a clear, strategic and overall...

The customer data platform –the what and why of CDPs

In a quite amazing short period of time, the customer data platform (CDP) moved to the top of enterprise marketing technology (martech) topics. The customer data platform is a solution to long-standing customer data...

Marketing technology: increasing effectiveness of the martech stack

While marketers are expected to increase their martech investments according to most forecasts (some see temporary slower growth ahead for 2020, though not necessarily structural) existing marketing technology stacks are still being underutilized. How...

Increasing selling bandwidth and selling time of sales teams

Enhancing sales productivity and effectiveness by increasing selling time and removing the hurdles salespeople and sales teams encounter. Here are two classic challenges for workers who need information to do their jobs successfully, which organizations...

Conversion rate optimization (CRO) and conversion optimization

Conversion optimization and conversion rate optimization or CRO are two interchangeably used terms in marketing. The practice of conversion optimization exists since the very early days of online marketing, digital marketing, or internet marketing. Just...

Consumer concerns force marketers to adapt as techlash hits

Techlash has hit North America. The results will be felt across several online activities, and marketers must take action as the level and impact of consumer concerns is underrated, according to the 'Future of...

Global Connected Consumer Index: the relevancy balance in marketing

The second edition of the Selligent Global Connected Consumer Index finds a connected consumer who is more demanding and at the same time more wary of sharing personal data with marketers, who need to...