digital marketing
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Marriott’s three principles for achieving outstanding data-driven CX at scale
What are the main guiding principles for achieving outstanding data-driven CX (customer experience) at scale. Today at Adobe summit 2022, I attended a great presentation by Susan Bloomberg, VP of personalization and product performance at Marriott International. She described herself as “a maths nerd as [she] started a career in tech…
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Immersive 3D modelling for Metaverse and ecommerce
What does the future hold for the so-called Metaverse and 3D immersive ecommerce? We’ve already covered this for B2B with Forrester, but I have a hunch that we haven’t heard the last of it. Indeed, it’s a habit with new technology, it’s at least where you least expect it that…
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Will intermodal transport be the future of transportation by 2050?
Will intermodal or multimodal transport be the future of transportation by 2050? At a time when climate change is looming large, and the current economic situation will probably, like it or lump it, lead us to change the way we travel, new concepts for passenger transportation such as intermodal or multimodal…
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Trust is at the heart of the digital economy
The trust of consumers in the digital economy is a key element in their relationship with brands. An Adobe study conducted in November 2021 on the topic of customer experience had revealed how essential trust is within this relationship between brands and consumers. The American software company has therefore decided to…
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Digital trends 2022 for business: digitisation progress and challenges
As we are barely emerging from the Covid crisis, now is the right moment to assess the most prominent digital trends of 2022. Have companies made any progress and what challenges do they face in this tremendous post-crisis drive to digitisation? I’m going to deliver my fast-track analysis of a report…
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Website search quality: why it’s bad and how it can be improved
How can Website search quality be improved? Marketers, according to a survey we conducted on behalf of Yext seem to be well aware of the link between customer experience and onsite search quality. We have also described how our panel of British CX experts have described the issue and the need to…
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AI is the future of sales, and those who ignore it will disappear
AI is the future of sales according to Tony Hughes, the celebrated Sydney-based author of Tech-Powered Sales. I interviewed him to understand his view on the future of salesmanship. He unveiled some fascinating insights about the mix of technology and human abilities in the context of a buyer-seller relationship. He also mentioned a new…
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The impact of website research on CX (survey)
Website search, i.e. searching for information or a product on a website (rather than on a search engine such as Bing, Duckduckgo or Google), is a topic that is rarely debated in the world of marketing and especially digital marketing. This is to us, we must admit, rather puzzling and…
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Never Mind The Bollocks Here’s The PUNK CX Customer Experience
A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it also very insightful. With regard to Customer experience, frustration is overwhelming, customers want respect, it’s time to rock CX and get some service. Here’s what Adrian is telling us in…
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High-quality B2B white papers: 3 tips and 3 pitfalls to avoid
How to write high-quality B2B white papers? the question may seem trivial but is far from simple. To answer it as best we can, we have gathered 3 success factors and 3 pitfalls to avoid at all costs for writing high-quality white papers. High-quality B2B white papers: 3 tips and 3 pitfalls…
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B2B marketing: are we all potential opinion leaders?
Are we all potential opinion leaders in B2B? Bruno Fridlansky answers in the affirmative. According to him, this holds true not only for digital media but also in real life. Bruno emphasises the aspects that will resonate with those of us who have worked as clients or consultants. The rest…
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Content marketing 2021 statistics: Semrush shows content is truly King
Content marketing statistics are both plentiful and quite vague but a 2021 Semrush survey has shed quite a bit of light on how significant this discipline has become. What is the importance of content marketing, its weight, and its budgets? As I was preparing for a lecture I delivered recently, I…
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