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Congratulations on making it to the end of 2021. It's been a long year for everyone as we navigated the ongoing pandemic saga. From the perspective of advancing digital business, these past 21 months have seen leaps and bounds forward. But the circumstances that catalyzed this punctuated equilibrium of marketing's evolution have been hard for so many in so many ways. I'm not going to subject you to the phrase 'the new normal' again —
Farid Mheir's insight:
WHY IT MATTERS: martech - marketing technologies - has exploded from few apps in 2010 to 8000+ in recent years. No wonder we see aggregation platforms coming to life. More about this in this martech 2021 year in review. 
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Companies transforming to become customer-obsessed are using customer journey analytics to help them become customer-led, insights-driven, fast, and connected, and to ultimately be more effective in acquiring, serving and retaining customers. This report from leading global research and advisory firm, Forrester, identifies the 12 most significant customer journey analytics platform providers today, and reveals how each measures up based on 26 different evaluation criteria, to help you make the right choice for your organization. You'll get a complete overview of the current customer journey analytics market, including;
Farid Mheir's insight:
WHY IT MATTERS: customer journeys often are nothing more than nice illustrations of customer touchpoints and interactions. While true, this report shows that tools emerge to help understand the journey beyond simple mapping to include elements required to orchestrate and consolidate the data that is generated as part of the journey in different systems.
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Beyond the world of email marketing in the wider world of business, the impact of Artificial Intelligence (AI) on productivity and employment has risen to prominence in the last two plus years as more affordable systems have become available from vendors. This has naturally prompted marketers to review the potential marketing applications of AI. To answer this question, in our guide to marketing applications of AI , Smart Insights has reviewed the opportunities and tools for AI across the customer lifecycle. This report highlights the critical trends and techniques that will help you transform your brand-customer relationships using the most powerful channel in your marketing mix: email!
Farid Mheir's insight:
WHY IT MATTERS: a recent survey provides numerous insights into email marketing tools and techniques. A great reference with numerous examples, tools and technologies. One highlight of the report is the role that AI plays in the creation and delivery of email campaigns in the coming years.
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In 2019, email marketing remains one the most effective techniques for digital marketers, so keeping up-to-date with the latest trends, best practice techniques, and technologies for email marketing remains extremely important. Our recent Managing Digital Marketing in 2019 report shows that over two-thirds of marketers rated email marketing as providing the highest or medium return-on-investment (ROI) when compared to other channels.
Farid Mheir's insight:
WHY IT MATTERS: a recent survey provides numerous insights into email marketing tools and techniques. A great reference with numerous examples, tools and technologies. One highlight of the report is the importance / ROI of email but also ads, SEO and content marketing: there is no silver bullet but rather a good mix of solutions.
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But what is the difference between journey mapping and journey analytics, and how can they be leveraged effectively to drive optimal results? Get all the details in this informative, complimentary eBook. You'll learn:
Farid Mheir's insight:
WHY IT MATTERS: this short book provides information to make sense of a new kind of tool that marketers should add to their arsenal: customer journey analytics platforms.
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To assess the state of the customer journey analytics platform market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top customer journey analytics platform vendors, divided into two categories and therefore two Forrester Wave™ evaluations. The criteria for the two evaluations are similar, but: 1) the weightings are different to reflect whether the end user's priority is journey visioning or journey orchestration, and 2) the journey automation and orchestration criteria appear only in the journey orchestration Forrester Wave. This Forrester Wave focuses on visioning. You can find its companion evaluation, focused on orchestration, here: The Forrester Wave™: Journey Orchestration Platforms, Q4 2018.
Farid Mheir's insight:
WHY IT MATTERS : this is a new category of products that I was unaware of before now. With the importance of customer centricity in the digital transformation, I expect these tools to be very useful in large organizations.
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Companies transforming to become customer-obsessed are using journey analytics to help them become customer-led, insights-driven, fast, and connected. Forrester defines journey analytics as: "An analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior." By using data to look at high-level journeys and to zoom in on microjourneys and the defining moments within them, journey analytics helps companies isolate, quantify, model, and track opportunities to improve CX, operational efficiency, and business results. Journey analytics stitches together data horizontally, across silos, to provide an integrated view of the customer and enable companies to test a wide variety of journey hypotheses in near real time to determine which combinations of interactions will yield the desired business results. Journey analytics involves four core capabilities, and we have segmented the space into two categories:
Farid Mheir's insight:
WHY IT MATTERS : this is a new category of products that I was unaware of before now. With the importance of customer centricity in the digital transformation, I expect these tools to be very useful in large organizations.
Scoop.it!
This report from leading global research and advisory firm, Forrester, identifies the 12 most significant customer journey analytics platform providers today, and reveals how each measures up based on 26 different evaluation criteria, to help you make the right choice for your organization. You'll get a complete overview of the current customer journey analytics market, including:
Farid Mheir's insight:
WHY IT MATTERS : this is a new category of products that I was unaware of before now. With the importance of customer centricity in the digital transformation, I expect these tools to be very useful in large organizations.
Scoop.it!
Top 20 new social media tools to try in 2018, including their prices, a quick walkthrough, and a review.
Farid Mheir's insight:
WHY IT MATTERS: say what you will, technology is often the driver of change. Always good to keep track of what's out there and what's possible because who knows, one of these may be useful... ;-)
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Net Promoter Scores (NPS) are highly correlated to consumer loyalty. See our 5th annual NPS study of 315 companies across 20 industries.
Farid Mheir's insight:
WHY IT MATTERS NPS has been a great tool to evaluate a company's website "quality" as measured by its customer feedback. Moreover it provides global scores per industry so as to let you compare your performance to your peers. Here are the latest scores.
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Curated by Farid Mheir
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Nice