75% of marketers feel senior leadership does not value customer marketing

Someone at a desk working on design and marketing.

Three quarters (75%) of senior marketing professionals working in UK-based B2C brands do not believe senior leadership truly values the role of customer marketing to the wider business.

The findings from a study conducted by first-party data agency Planning-inc indicate that marketers are being hindered by inoperable customer data, insufficient analyst resource and a lack of customer insight, diminishing the impact of their programs.

The research identified that...

21 February 2023 | CMO

64% of e-commerce marketers fail to measure customer engagement

Three measuring tapes.

64% of e-commerce marketers have not measured their customer engagement processes in the past month, and nearly one fifth (17%) have never measured them at all.  

That's according to new data from Customer Engagement Platform SALESmanago, which surveyed 250 e-commerce marketers across Europe to determine whether the measurement of customer engagement elements is being neglected. Worryingly, almost half (48%) don’t think customer engagement metrics are...

14 February 2023 | Customer Experience

Creative skills top the list for big brand marketers

A team planning with post-it notes.

Creative and production skills topped the list for brand owners and chief marketing officers (CMOs) looking to hire agencies in January, a new survey has found.

The first Marketers Most Wanted report, produced by Studiospace and based on the actual briefs posted by CMOs, also found big demand for brand strategy and user experience (UX) specialists.

The report found that 14.6% of CMOs wanted creative and production support, often on video-based projects.

The...

7 February 2023 | Branding

Amdocs helps Three UK harnesses data to drive personalised customer experience

A Three UK store in Maidenhead.

Amdocs, a provider of software and services to communications and media companies, has collaborated with Three UK to transform its data capabilities, enabling the UK-based operator to embed data-driven decision making and provide its customers with a more personalised experience.

Under the deal, which also includes a multi-year managed services agreement, Three UK is leveraging Amdocs’ industry-leading logical data model (aLDM) to build a scalable, open and modular data...

3 February 2023 | Customer Experience

Average UK customer service issue takes nine hours to be resolved

Customer service workers.

Online brand management firm, Yext, has unveiled the results of a new, original survey that reveals the extent to which consumers are struggling to find accurate information from brands online.

The research surveyed 3000 consumers across Europe, including 1,000+ consumers in the UK, and found that on average, respondents say it takes nearly 9 hours for a typical customer service issue to be resolved. This is much higher than the expected time it would take to resolve an...

1 February 2023 | Customer Experience

47% of UK businesses are embarrassed by their website

Website design sketches.

UK companies are losing a considerable sum of money each year due to poor website experience despite spending a substantial amount on marketing technology.

This is according to research by Storyblok, a content management system (CMS) category leader that empowers both developers and content teams to create better content experiences across all digital channels

500 business leaders at mid-sized e-commerce companies in the US and Europe were asked a range of questions...

30 January 2023 | CMO

65% of consumers say personalisation earns loyalty in 2023

A global survey of 5,000 consumers reveals critical changes to consumer spending amid inflation and economic uncertainty.

These findings highlight current sentiment on spending and what it will take to earn consumer loyalty in 2023.

Retail, travel, hospitality, media and entertainment most at risk as consumers rethink spending 

Consumers are thinking more critically about where they will spend their money in 2023, with 81% saying they will reassess their...

26 January 2023 | Customer Experience

21% of consumers never want to hear from retailers

A gnome holding a sign that says 'go away'

Just 16% of UK consumers think that retailers react to their feedback, despite 69% of businesses claiming to do so.

This is according to new data released by Emarsys, an SAP company. The company's research, which surveyed both consumers and retailers across the UK, highlights the struggle to keep up with customers and identifies a number of disconnects between the two. It found that 28% of UK consumers believe their feedback is being used purely for marketing purposes rather than...

19 January 2023 | Advertising

83% of marketers to prioritise investments in operational efficiency and hiring in 2023 

Someone taking a dollar out of a wallet.

Emplifi, a unified customer experience platform, today released a commissioned study conducted by Forrester Consulting on behalf of Emplifi, uncovering insights from 154 North American CMOs, marketing VPs, and directors responsible for CX, marketing strategy, paid media, or social media marketing.

The “Social Marketing Leaders Are In Critical Need Of Integrated Data And Agile Technology” study found that changing customer demands, macroeconomic pressures, and the need for an...

11 January 2023 | CMO

Northumberland Zoo turns to technology to transform the customer experience

Maxine Bradley with a racoon.

Owners at Northumberland Zoo believe an innovative technology platform they have introduced will be a gamechanger for the sector – growing income while also educating.

The family-run zoo, sat in 17 acres, near Felton, Morpeth, has partnered with County Durham-based n-gage.io, to implement the company’s audience engagement platform and attraction management software, created to improve the visitor experience.

Maxine Bradley, founder and zoo curator, explained:...

7 December 2022 | Customer Experience