Reports

Whitepaper

Why Customer Service Is The New Marketing

The customer journey is no longer a linear funnel. With so much noise and endless distractions, marketers need to foster real, human connections. New research from Acquire finds that customer service is the new key to effective marketing, loyalty, acquisition and retention in an age where everyone is vying for attention.... More

Report

Data-Driven Decisioning Powers CX Forward

What’s involved in achieving ideal CX and AI? This report details where the challenges lie in both technology and talent and what steps organizations should take to overcome them. ... More

Report

Financial Service and Online Payment Edition

Don’t fall prey to one-dimensional data analysis for determining your brands multidimensional impact. This Partner Content report explores how marketing leaders need to see farther and deeper than ever before into their brand’s analytics, impact and performance. Learn how to achieve a 360-degree view of your brand strategy metrics to see how you stack up against competitors.... More

Report

Health Insurance Edition

Are you measuring yourself in a silo? This Partner Content report focuses on the health insurance industry and provides unique strategies for your organization to see into your brand’s competitive landscape. Learn how to outsmart your competition and win market share with more visibility and context than ever before.... More

Report

Consumer Electronics Computers Edition

Customers are people, too. So many emotions are behind each click, purchase and interaction customers have with your brand. This Partner Content report explores how marketing leaders can measure their brand analytics, impact and campaigns beyond the narrow lens of one-dimensional data. Treat customers as more than just a number.... More

Report

Brandtotal Top Chart Reports

BrandTotal’s Top Performers charts presents brands that dominated social media that month. Learn what worked and why, how leading brands are generated social media success and more! This Partner Content report covers three main categories: Top 10 Most Engaging Ads, Top 10 Most Loved Ads, and Top 10 Spenders. Did your organization make the cut?... More

Report

Humanizing and Analyzing Relationships To Drive Revenue, Retention And Returns

Re-thinking an old marketing metric — customer lifetime value (LTV) — can help close the gap between marketing efforts and financial outcomes.... More

Report

How Covid Has Changed The Channels Of Engagement

Consumers across generations and geographies are moving to digital channels, and running into all sorts of problems. Now 73% of frustrated consumers are considering spending their dollars elsewhere. Brands need to get ahead of this before it’s too late.... More

Report

Loyalty That Lasts

Today’s consumer is seeking a deep, emotional bond with the brands they do business with, and yet new research reveals that organizations see dollar-signs – not people – when thinking of their customers.... More

Report

Customer Value Creation From Live Data Interpretation

This research defines a model and roadmap for how chief marketing officers can generate greater customer value, affinity and revenue growth through live interpretation through the lens of an industry in the throes of massive transformation and disruption: Telco.... More

Whitepaper

Transformation in the Age of Engagement

This report dives into two case studies that explore transformation as an evolving journey, where the pace and direction are directed by customers, rather than processes and platforms.... More

Report

Critical Channels of Choice

Omnichannel IS the critical channel of choice. No matter what the generation, from Gen X all the way to the Silent Generation, consumers want a blend of both digital and physical channel experiences. Yet only 13 percent of consumers believe that brands are fully meeting this expectation and delivering across both physical and digital channels. ... More

Report

Bringing a Human Voice to Customer Choice

Chief Marketing Officers believe brands like Amazon, Google, Apple, Nike and Starbucks are getting customer experience right, looking at omni-channel engagement as a means to guide and inspire customers on a journey, and not just push them forward in a buying process.... More

Report

Turn Up The Volume

In order to further customer experience strategies, marketers must implement strategic customer voice listening initiatives. Yet according to a survey of over 160 senior corporate marketers across Europe, while marketers are listening, they are not hearing the voice of the customer. Indeed, while 63 percent say they actively employ a listening program, only 10 percent feel these programs do an ex... More

Report

What's Changing the Way You Travel Today?

Travel and tourism generated $1.6 trillion in bookings in 2017 and now accounts for over 10 percent of global GDP. Technology and service innovations are making it easier and cheaper to discover, reach and enjoy travel destinations. Destination marketers seeking to capitalize on the surge of global travel take note: travelers are still looking for the best deal, but also want a personalized experi... More

Report

Doing More With Data

This report highlights how the three critical functions as it relates to customer engagement: marketing, commerce and supply chain, seek to elevate data strategies to personalize outreach, streamline operations and identify new opportunities.... More

Whitepaper

Doing More With Data: Strategic Overview

This preliminary report in the research initiative, “Doing More With Data,” in partnership with IBM, highlights the current status of customer engagement strategies and organizations’ ability to leverage data successfully. ... More

Report

The State of Engagement

According to this study from the CMO Council, 75 percent of CMOs believe their jobs are on the line if their customer experience strategies are unsuccessful. Moreover, nearly half of marketing respondents believe it is possible their jobs will be at risk should technology investments fail, even though there are other factors that have a direct impact on the role.... More

Report

Getting Serious About Omni-Channel Experience

Today’s omni-channel consumer expects a seamless journey across both physical and digital channels. Personalization and real-time, always on experiences are a core demand for consumers who expect that each and every experience delivers value to their unique journey.  ... More

The Customer In Context Report Cover
Report

The Customer in Context

The findings of this survey of more than 2,000 consumers—conducted in partnership with SAP Customer Experience— reveals that customer experience is more critical than ever as consumers will abandon a brand and take their money elsewhere if they continuously encounter poor, impersonal or frustrating customer experiences.... More