A report released today by the Enterprise Strategy Group, in partnership with Zendesk, matched CX criteria against business outcomes, finding that small businesses were likely to have grown customer spend — even during the pandemic — if they scored highly on CX-related capabilities. The score was established through surveys of over 1,000 companies, including 500
Read a complimentary copy of the latest Forrester Wave™: Mobile Engagement Automation, Q3 2020 report and understand the vendor landscape. The mobile-first consumer is different. They are tech-savvy and are aware that brands collect a ton of data about their tastes, preferences, likes, and more. They expect marketers to use these insights and then engage
Roy Amara’s oft-cited law states, “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run.” This appears to especially applicable to voice and voice search. While there’s been steady growth in the use of voice and virtual assistants since Siri was introduced more than a decade ago, the market hasn’t been transformed.
Site speed has always been an important feature of the mobile user experience. Google made it an explicit ranking factor in 2018. Speed is also a component of the new “Page Experience” ranking factor. But even more importantly, page speed can have a significant impact on conversions and revenue for brands across industries, according to
Apple just reported its best quarter ever, with $91.8 billion in top-line revenue and $22 billion in profit. Hardware sales reached $79.1 billion and Services came in at $12.7 billion. Wall Street analysts had expected revenues to be just over $88 billion in the company’s first fiscal quarter of 2020, which ended December 28. iPhone
Location data has come a long way. From the early days of radius targeting, which is still happening, mobile-location and location history are now being used for sophisticated AI-driven personalization and customer engagement, increasingly without any reference to location at all. Neura, which describes itself as “a leader in real-world customer intelligence,” announced it’s available
Last week, 9to5Mac pointed out that Apple had changed its App Store guidelines to allow push notifications to be used for marketing and advertising. This is a reversal of a policy that prohibited notifications for being used for direct marketing purposes. The relevant language reads as follows (emphasis added): Push Notifications must not be required
Business rich communication services (RCS) messaging has been waiting for its turn in the spotlight for well over a decade now. The long-awaited replacement to short message service (SMS) was first conceived back in 2008 but the progress of the new messaging platform has been stuttering at best. Many would call it an utter shambles.
[embedded content] Contributor and SMX speaker, Duane Brown, explains in this video why 2020 is the year to get a handle on your mobile experience as well as find the platforms your customers are on and experiment if they’re new to you. Below is the video transcript: Hey, my name’s Duane Brown. I run an
I’ve discussed how more than 50% of all email isopened on mobile devices. This is what you might call a “known known.” This fact is a great ice breaker at a marketing conference, however when you consider that more than 33% of all holiday shopping on Black Friday and Cyber Monday came from a smartphone,
From smartphones to smart home appliances, artificial intelligence, voice and virtual assistants are very much at the center of a shift in the way we interact with digital devices. While voice has not yet lived up to its promise, it’s clear it will be an enduring feature of the digital user experience across an expanding
Location intelligence provider GroundTruth announced that its self-service advertising platform will offer an automated visit-optimization capability. That means bidding is optimized for campaigns and creatives that drive physical store visits. It will become available in January 2020. Range of location-related targeting options. The company’s self-service Ads Manager offers a range of location-based targeting options including audience
First-party data is your most important advantage in today’s highly regulated marketing environment. And customer conversations have become your ultimate first-party data source. In fact, for marketers who work in industries that rely on phone calls to close sales, they’ve become a holy grail. But extracting value from first party data hasn’t been easy —
Market research firm Canalys reported that Amazon shipped three times the number of smart speaker/display units as Google in the third quarter of 2019. According to the company, Google was responsible for 3.5 million units compared with Amazon’s 10.4 million; Alibaba was second with 3.9 million. Nearly 30 million units shipped in Q3. The third
Having incorporated mobile applications into our daily lives, it’s extremely difficult to imagine a world without them. This is also why statistics such as those reporting that the average smartphone owner uses about 30 apps per month come as no surprise to anyone. At the same time, knowing that an ordinary retail customer is active
Despite the fact mobile devices are now the dominant way that consumers browse and search the internet, mobile ad clicks and conversions are less valuable than those on the desktop. That’s according to an analysis of 10 million ad clicks across 100 accounts by digital marketing agency AccuraCast. Mobile conversions growing but less valuable. But