Monday Morning Memo: How Technology is Integral to Putting Customers First, What’s Next in Marketing Automation, and More

Monday Morning Memo: How Technology is Integral to Putting Customers First, What’s Next in Marketing Automation, and More

It wasn’t long ago that great customer experience was as simple as giving away a smile and a lollipop during a transaction. Like everything, with new abilities comes new responsibilities, and technology has empowered businesses to unravel their departmental silos to work together for the customer’s sake. Incidentally, customers have come to expect it as well. This week’s articles focuses on the tech which brings organizations together for the sake of the customer.

Only Connected Organisations can Deliver Quality CX – CustomerExperienceMagazine

To deliver an exceptional customer experience companies need to realize that a seamless employee experience should come first . No matter the vertical, being able to deliver a personalized buying experience that ends with trust and brand loyalty isn’t possible without the right technology in place. Your business needs to be connected across all departments in order to deliver a multichannel strategy to existing customers. Read More

What is Customer Communications Management? – EContent Magazine

The marketing department likely communicates with its audience in a voice which is supposed to give the audience a warm and fuzzy feeling, but consumers don’t view these messages in isolation. Customer communications from a company’s other departments, for example legal, finance, IT, or even customer service, are all part of a whole. For a company to speak in one voice it has to break down corporate silos and begin talking amongst themselves. Read More

Metrics Provide Clues, Not Answers – Gartner

With the exorbitant amount of data we collect today it’s no wonder that we feel compelled to use it. While data is insightful, however, it rarely gives a black and white answer on an action you should take. The metrics which data can provide only give you a foundation on which to make decisions , and your experience and human rationale should not be dismissed in favor of them. Read More

5 Marketing Automation Trends in the Forefront of 2018 – CMS Wire

Marketing automation is nothing new, but it is continually evolving. This article explores the prognostications of a few experts in the automation field to give some insight into what is currently working and what to expect next. Both an emphasis on humanity as well as AI is represented here, so while the future isn’t clear, there are sure to be many paths to successful marketing automation. Read More

Why voice isn't poised to take over the marketing world — yet – Marketing Dive

Have you ever had a frustrating interaction with Siri, Alexa, or Google Voice? Even with all the advancements in voice technology it’s apparent that it’s still in its infancy. This article ponders whether or not voice technology is really the threat that many businesses perceive it to be, and if the consumer benefits at this point even make it worthwhile for marketing investments. Read More

Douglas Eldridge Douglas Eldridge

Doug Eldridge has worked in marketing and communications for fifteen years, with experience in marketing agencies and software vendors, he’s written for CMSWire, eContent Magazine and various industry blogs. Doug is based in Denver, Colorado, is an alumnus of censhare US and while he is not writing, he is a typical Coloradan, which means a lot of time in mountains and breweries.

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