Close
  • Latest News
  • Artificial Intelligence
  • Video
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Artificial Intelligence
  • Video
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Applications
    • Applications

    What Marketers Want From IT for Customer Engagement Success

    By
    Dennis McCafferty
    -
    May 3, 2018
    Share
    Facebook
    Twitter
    Linkedin

      eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More.

      PrevNext

      1What Marketers Want From IT for Customer Engagement Success

      What Marketers Want From IT for Customer Engagement Success

      A significant share of senior marketers believe their job security depends upon the effectiveness of their organization’s technology investments and innovation, according to a recent survey from the CMO Council and customer engagement technology company RedPoint Global. Why? Because the stakes are high when it comes to creating a customer experience (CX) that meets the expectations of today’s digitally connected consumers. Unfortunately, most marketers describe their company’s current CX as either “terrible” or “not very good.” To improve, they’re looking to boost data analytics and engagement capabilities. More than 210 senior marketing executives took part in the research. This slideshow presents survey highlights, with charts provided courtesy of the CMO Council and RedPoint Global.

      2Marketers’ Livelihoods Depend upon IT Success

      Marketers’ Livelihoods Depend upon IT Success

      More than one-half of survey respondents said their job either “possibly” or definitely is placed at risk if technology investments fail to meet expectations. Three-quarters said their job either “possibly” or definitely is placed at risk if their customer experience (CX) strategy fails to meet expectations.

      3Personalized Experiences Drive Tech Innovation

      Personalized Experiences Drive Tech Innovation

      Nearly three of five respondents said the need to create personalized experiences to provide “deep relevance and context that is meaningful and valued by the individual customer” is driving tech advancements and innovation for today’s CX strategy. More than one-half said the need to meet customers wherever/whenever they initiate engagement is driving these advancements/innovation.

      4Organizations Embrace New Platforms

      Organizations Embrace New Platforms

      Nearly four of five organizations have implemented new marketing, data, analytics or customer engagement tech platforms and solutions over the past 12 months. Among those organizations, 52 percent have installed at least five of these platforms or solutions.

      5Customer Experience Gets Low Marks

      Customer Experience Gets Low Marks

      More than one-half of respondents describe their organization’s customer experience as either “terrible” or “not very good.” Only 14 percent describe their customer experience efforts as “very good” or “exceptional.”

      6Data/IT Initiatives Needed to Boost Skills

      Data/IT Initiatives Needed to Boost Skills

      To improve customer experience and engagement, 35 percent of respondents said their company has focused on accelerating data and IT initiatives to better close skills and capabilities gaps. The same percentage has addressed increased demands for individualized experiences from today’s digitally connected customers.

      7Analytics Driving Fresh Insights

      Analytics Driving Fresh Insights

      Among other customer experience-engagement efforts, 23 percent of respondents said their company has reinvested in analytics tech to do more with available data organization-wide. Meanwhile 16 percent said new data and intelligence about real-time actions and behaviors have inspired them to re-think “everything we thought we knew” about customer journeys.

      8Analytics Capabilities Targeted for Upgrade

      Analytics Capabilities Targeted for Upgrade

      As for immediate future plans, 55 percent of respondents said their company is seeking to improve analytics capabilities to gain a better contextual understanding of the customer. There’s also much interest in connecting engagement systems across all company touchpoints (as opposed to just marketing), as cited by 45 percent of respondents.

      9“Fragmented” Systems and Inaccessible Data Create Obstacles

      “Fragmented” Systems and Inaccessible Data Create Obstacles

      When asked to describe what’s keeping them from achieving their data-driven CX strategies, 41 percent of respondents cited “fragmented” engagement systems that fail to connect or deliver a unified view of CX across touchpoints. Nearly three of ten cited silos of customer data that remain inaccessible.

      10“Contextual” Experiences Sought

      “Contextual” Experiences Sought

      To ensure the consistent delivery of the CX strategy, 42 percent of respondents said they want systems that leverage real-time data to deliver relevant, contextual experiences. An organization-wide, single view of the customer to ensure uniform and consistent engagement was cited by 37 percent of respondents.

      11Consolidated but Comprehensive Customer Information Sought

      Consolidated but Comprehensive Customer Information Sought

      To achieve the single view of the customer, 65 percent of respondents said they’d like a single record of a customer that the entire organization contributes to and continuously updates. In addition, 53 percent said they’d benefit from technologies that help organize all data about a customer under one identifier.

      PrevNext

      Get the Free Newsletter!

      Subscribe to Daily Tech Insider for top news, trends & analysis

      MOST POPULAR ARTICLES

      Artificial Intelligence

      9 Best AI 3D Generators You Need...

      Sam Rinko - June 25, 2024 0
      AI 3D Generators are powerful tools for many different industries. Discover the best AI 3D Generators, and learn which is best for your specific use case.
      Read more
      Cloud

      RingCentral Expands Its Collaboration Platform

      Zeus Kerravala - November 22, 2023 0
      RingCentral adds AI-enabled contact center and hybrid event products to its suite of collaboration services.
      Read more
      Artificial Intelligence

      8 Best AI Data Analytics Software &...

      Aminu Abdullahi - January 18, 2024 0
      Learn the top AI data analytics software to use. Compare AI data analytics solutions & features to make the best choice for your business.
      Read more
      Latest News

      Zeus Kerravala on Networking: Multicloud, 5G, and...

      James Maguire - December 16, 2022 0
      I spoke with Zeus Kerravala, industry analyst at ZK Research, about the rapid changes in enterprise networking, as tech advances and digital transformation prompt...
      Read more
      Video

      Datadog President Amit Agarwal on Trends in...

      James Maguire - November 11, 2022 0
      I spoke with Amit Agarwal, President of Datadog, about infrastructure observability, from current trends to key challenges to the future of this rapidly growing...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2024 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×