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2020 Customer Engagement Report Q3

Our collection of research-based reports brings you a clearer picture of the CRM landscape to help you in your people-based marketing journey.
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Hyper-personalization and the Connected Customer Experience

Embrace the power of consumers. Welcome the revolution. It’s 2020, and the next level of disruption means willfully thinking about the consumer with every decision we make across the enterprise.
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The Customer Service Pyramid

In today's service world, the bar is set by the most progressive brands. Their activity is frictionless, well thought-out and offers customer interactions that surprise and delight.
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Voice Assistant Marketing: Meet Saskia from Merkle

With 8,000 voice searches being made every second on Google alone, discover how your business can optimize content to appear for voice-activated searches. Begin building your voice search optimization (VSO) strategy by taking Saskia’s 5-minute quiz.
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A Career in Programmatic Advertising

Searching ‘Programmatic for dummies’ will deliver you statements like ‘Programmatic is just using software to buy digital advertising’ or ‘Programmatic is the buying and selling of ads through machines’.
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Architecting the ultimate B2B customer experience

Today’s B2B buyers are sophisticated and emotional, and need to see a “personal value add” from brands that support their progress as individuals. B2B buyers also want information, a show of interest, clarity, and compelling benefits from suppliers to help them make effective decisions.