Many companies now use big data to optimize marketing efforts, but what about broader company initiatives? eMarketer explores how some firms are using marketing data to power product and merchandising efforts.View this Report
Mike Sands, co-founder and CEO of Signal, discusses how companies use marketing data to modify their merchandising efforts, and why they need to pay extra close attention to Amazon.
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What Teams Do Marketers Worldwide Collaborate with When Creating or Delivering Customer Experiences? (% of respondents, Aug 2018)
Why Would Marketers Worldwide Choose a Partner for the Delivery of Customer Experiences? (% of respondents, Aug 2018)
What Objectives Do US Companies Have for Their Digital Transformation Efforts? (% of respondents, July 2018)
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Consumers to Brands: 'You Disappoint Me'
Sep 27, 2018
Do brands live up to their promises to consumers? Much of the time, the answer is no, and a recent study suggests that the ramifications of that can be very bad news for brands that fall short of expectations.
How Consumers Are Acclimating to Automation
Sep 26, 2018
The world is becoming more automated—from self-driving delivery vehicles to subscription commerce—but is tech creating convenience or concern for consumers?
Customer Experience Roundup 2018
Sep 21, 2018
Customer experience has become one of the biggest areas of business focus across industries. One way that adds value to a consumer’s shopping journey is authentic, tailored content. eMarketer has curated this Roundup of articles, insights and interviews to zero in on the trends affecting content marketing today—from creation and personalization to brand safety and more.
For Many, Reaching Out to Customer Service Isn’t Enjoyable
Sep 20, 2018
According to a recent LogMeIn survey, about one-quarter of North American internet users said customer service wasn’t able to solve their problem, and if they did, it took far too long.
Digital Advertising on Amazon and the Duopoly—What It Means for Everyone Else
Sep 13, 2018
In this live-video webinar, eMarketer senior analyst Nicole Perrin briefs you on the growth of the duopoly: Google and Facebook, and also on Amazon—which has become a giant in its own right. She’ll also examines the reasons why it's still important for brands to work with other platforms and publishers.
Do US Internet Users Feel that Automation Has Improved the Shopping Experience? (% of respondents, by age, Aug 2018)
Sep 06, 2018
How Do Senior Marketing Executives Worldwide Feel GDPR Has Affected Customer Relationships? Q3 2018 (% of respondents)
Aug 30, 2018
How Do Senior Marketing Executives Worldwide Expect GDPR Regulations to Affect Customer Experience? Q3 2018 (% of respondents)
Aug 30, 2018
Customer Service Seekers Prefer Bypassing Humans
Aug 29, 2018
The role of chatbots in ecommerce has evolved from a sales tool to a customer service assistant. When US internet users want to resolve a customer service issue quickly, more than half turn to chat, according to a CGS survey.
What Do US Retail Professionals Think About Measuring the In-Store Experience? June 2018 (% of respondents)
Aug 28, 2018
What In-Store Technologies Would Improve UK Parents' Experience? April 2018 (% of respondents)
Aug 23, 2018
Customer Experience Matters to Supply Chain Execs Too
Aug 21, 2018
Improving the customer experience is the driving force behind many retail initiatives, but it's also a top priority among supply chain and logistics professionals. A new report from Adelante SCM and BluJay Solutions found that customer experience is one of the leading factors in spurring supply chain innovation.
Customer Experience Execs Adapting to Millennial Expectations
Aug 15, 2018
Millennials have been the focus of advertisers, retailers and media for over a decade. Marketers are recognizing this massive shift, but not all are capable of meeting the expectations of younger consumers.
The Impact of Product Recommendations
Aug 14, 2018
User-generated ratings and reviews are a known confidence-builder among online shoppers. But retailer product recommendations can also affect decision making—to a larger degree than you might think.