In today’s age, customer experience is extremely important to the success of brands both in the digital and physical realms. We often discuss CX from the vantage point of the business, however, a lot can be learned by looking through the lens of the customer. As part of our ongoing CX Blog Series, Stratigent Solutions Consultant, Laura Sulkin, discusses the benefits of testing, personalization, and customer feedback from the view of the customer… Before joining Stratigent, I would have de...

Building a successful customer experience (CX) program is a complex task involving all areas of a business. While it is not uncommon to find early success with quick wins for a CX program, the long-term success is more difficult to find as there is no ‘formula’ for ensuring CX success. However, in the efforts covered over this two-part blog series there are several commonalities that CX leaders routinely deploy to their advantage. In part 1 of this series, we covered the key efforts assoc...

Mastering Customer Experience (CX) in the digital world is complex and difficult, look no further than the 72% of businesses who say that improving their CX program is their top priority. The term Customer Experience is thrown around a lot, and, while definitions and goals vary widely, the end goal of CX often remains the same - optimization of the interactions between your organization and your customers.  Whereas this is all easier said than done, there are certain themes that are comm...

The Customer Experience (CX) industry has gone through some major changes in recent years. Just a few years ago, there were basically two main options: An Entry Level Solution or an Enterprise Ready Solution. This left a large amount of companies who were interested in a middle solution without an option. Today, Software as a Service (SaaS) solutions have become the standard delivery mode and native mobile is at the forefront of every purchasing decision. This has increased the options available...

Now, more than ever before, brands have a massive incentive to leverage mobile as a tool to enhance the traditional brick and mortar customer experience. On the short list of impressive and recent mobile news highlights are stories like, Mobile Data Traffic has grown 18-fold over the past 5 years. Or, for the first time, Mobile Internet Traffic exceeded desktop traffic worldwide last year. Mobile search even helped fuel the recent overtaking of TV ad spend by Digital ad spend. It’s safe to say...

As advisors to leading brands worldwide, we pride ourselves on providing sound, independent advisement. Even so, making predictions for the year can be tricky, especially in marketing and media, where trends and technologies seem to flow in and out with the changing wind. So as the calendar turns over from June to July and the book closes on Q2, we decided to fact-check ourselves by going back to see how the main predictions in our 2017 Marcomm Guide have developed so far. Did our predictions ri...

In today’s data rich environment, marketers have more access to customer data than ever before. But no matter how far we’ve come in our quest for more data, many marketers still struggle with transforming that data into insights. In a recently released SendGrid-commissioned study, Forrester Consulting stated that almost half of marketers still face challenges with understanding customer behavior across channels and touchpoints, and 43% struggle with understanding the optimal customer jo...

AGILITY  World Tour, hosted by one of our partners -  Ensighten, brings digital marketing experts together to share stories on optimizing the consumer experience and driving real ROI. We’ve been a long-time partner of Ensighten and were happy to attend and present at their recent Agility event in Chicago.   As a representative from our Advertising Intelligence practice, my goal in attending the conference was to take grasp of the current digital analytics landscape and l...