Customer relationship management is no longer solely about email. It needs to understand each individual customer’s state of mind and motivations at every stage of the funnel across all digital channels, says Thomas Byrne, EVP EMEA, Merkle.

Webinar 1 - Enabling Performance Email at Scale

Consumers believe that every interaction they have with a brand, direct or indirect, forms a part of their total customer experience with that brand. Most organisations have that understanding and incorporate it within their CRM communication with their customers but this approach rarely extends to Media.

Marketers have long been talking about the need to integrate media and become more customer-centric, and yet so few are doing it successfully. Customers expect a seamless, connected experience with brands but few brands are able to meet those expectations due to a variety of obstacles.

The value of superlative CX has become apparent over the last few years, and even more so in the last few months. With customer lifecycles and journeys becoming increasingly complex, creating a single customer view and offering hype-personalised experiences at every step has become a must.

This special report explores how the global COVID-19 pandemic is affecting marketers and highlights the importance of putting customers first in a changing environment. Our research shows accelerated spending, while marketers plan for a near-term economic resurgence and set up success for the long term.

Niyi Duro-Emanuel appointed to help clients bring adtech, martech and data capabilities together

The value of superlative customer experience has become clearly apparent over the last few years. Companies that can effectively leverage their data to drive the total customer experience are making strides past their less technically-enabled competitors.