Hello and welcome to our first newsletter of CX Digest, where we’ll share the latest updates about digital customer experience, artificial intelligence, data analysis, and more. Happy reading!
- Samsung Electronics’ Brand Value Makes Double-Digit Increase, Taking a Spot in the List of Top Five Best Global Brands 2022. Source: Samsung Newsroom
- Introducing AI-enabled 'hyper-personalization' to the content marketing experience. Source: The Drum
- IBM Unveils Software Suite, OpenAI Startup Fund Pledges $100M. Source: CMSWIRE
- WhatsApp messaging will be built into Salesforce Marketing Cloud, Service Cloud, and Commerce Cloud applications. Source: CX Today
- Instagram rolls out age verification for UK users. Source: Tech Monitor
- Alibaba Cloud launches open source Model-as-a-Service platform. Source: Channel Life
According to the State of Marketing 2022 report, a Salesforce Research survey of 6,000 marketing leaders worldwide, 87% of which are saying their work provides greater value now than it did a year ago – a 10% point jump from 2021.
Here are the 10 key takeaways:
- Nearly 9 out of 10 marketers are optimistic amid change. 91% of CMOs say they must continually innovate to remain competitive. Marketing organizations are also investing in their people to attract and retain employees amid a competitive job market.
- Improving the use of tools and technologies is the No. 1 priority for markers. 89% of B2B and B2B2C marketers are using account-based marketing platforms, aiding teams in their pursuit to orchestrate targeted campaigns with their sales and service counterparts.
- CMOs cite customer preferences and expectations as the No. 1 influence on digital strategy. Video continues to play an important role as both a channel and a tactic, with pre-produced video and livestream video both rising to the top of the marketing mix.
- In their pursuit of multichannel engagement, marketers are incorporating more push and mobile messaging alongside email campaigns. When it comes to sheer volume of sends, email remains an effective digital channel. In fact, customers say that email is among their preferred channels for interacting with brands, second only to the phone.
- For marketers, personalization is not just about targeted messaging, but hyper-personal understanding. According to recent research, 73% of customers expect companies to understand their unique needs and expectations.
- Marketers are using AI to scale their efforts. 68% of marketers say they have a fully defined AI strategy, up from 60% in 2021 and 57% in 2020. Marketing organizations are well aware of the benefits and continue to invest in AI applications that augment the customer journey -- like resolving customer identities and driving next-best offers in real time.
- Marketing without metrics is like driving with your eyes closed. Marketers are investing in analytics capabilities to get an accurate view of the impact of their messages, campaigns, and marketing spend. Marketers are also focusing on personalization and key customer experience touchpoints, with more teams tracking web and mobile analytics, content engagement, and customer lifetime value (CLV) than before.
- Distributed teams need better collaboration tools to drive results. 69% of marketers say it's harder to collaborate now than before the pandemic.
- Values create value. 93% of high-performing marketers say their external messaging reflects their corporate values compared with 70% of their underperforming competition.
- Building a future-proof marketing organization means investing in education and upskilling. The most important marketing skills in the next two years will be:?
