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CX and Marketing

Published on 09 May 2018

Digital technology is enabling the integration of customer experience and marketing – today, it’s all about engaging customers ‘in the moment’ via their preferred channel and addressing their immediate needs. Read on to learn more about how marketing and customer service intersect to achieve a better customer experience, how companies are maximizing customer engagement by leveraging customer data and for trends that could help take your business to the next CX level.

The integration of marketing and customer experience

This article highlights a shift in focus from outbound to inbound marketing. It cites a Gartner survey which reveals that CMOs now prefer to invest in their current customers rather than in methods to attract prospects. This shift naturally supports the integration of marketing and customer service – where marketers can address customers’ issue and needs ‘in the moment’. It is not only an opportunity to market relevant services and products, but also a way to ensure continuous customer relationship management. Read on to discover how social media and messaging can help engage customers at ‘key moments of truth’, as well as the role of the Chief Customer Experience Officer (CCO) in driving customer engagement.

  • Publisher: Forbes
  • Access: Public
  • Download: None

Brands use data to raise the bar on customer experience

Read interesting use cases about large brands, namely T-Mobile and Condé Nast, to learn how both companies are maximizing customer engagement by leveraging customer data. Understand how they have invested in data analysis and integration technologies to enhance customer experience. You will also discover more about the value of data integration and how to achieve a “360-degree customer view” using big data to create value for customers, as opposed to just targeting them.

  • Publisher: Adobe
  • Access: Public
  • Download: None

Take your business’s CX to the next level in 2018 with these 6 trends

It’s no longer the norm to just be talking about customer experience (CX), businesses have to start making it a key component of their marketing strategy to ensure growth and relevance in today’s competitive marketplace. If your business is wanting to learn how to listen to the Voice Of the Customer (VOC) then the trends highlighted in this article will be of great value to you. Read on to learn more about the technology you would need to implement to effectively respond to the VOC and enhance the customer experience, so that ultimately, you can grow your bottom line.

Alison Treadaway

Alison Treadaway

Vice President, Marketing, Striata, a Doxim Company

She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.

Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).

Read more of Alison's blog posts here or connect with her on the following social channels:

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