The new year will surely see a continued focus on improving customer experience. This Intercom survey reinforces the fundamental point that consumers will walk away from companies that treat them poorly. This Vonage survey confirms that result and gives nerdly fascinating detail on consumer contact preferences by age, region, channel, and purpose.
Let’s continue looking at story lines for 2023. We’ll start with digital transformation. This CMO Council report paints a mixed picture: 89% of respondents think digital transformation is achieving good results but less than 12% see their enterprise leaders as highly strategic and adept at deploying new technologies.
Another continuing story is marketers’ quest for better media measurement, in particular for connected TV and other video channels. Along those lines, smart TV audience measurement vendor VideoAmp has just announced a deal to measure cross-screen campaign results for Warner Brothers Discovery.
It’s tough to get brand safety right, but the industry keeps trying. IPG Mediabrands announced a new set of tools to find and block inappropriate ad placements, while IAS expanded its suitability measurements to include standards from the Global Alliance for Responsible Media (GARM). Meanwhile, DoubleVerify admitted a mistake made brand safety on X/Twitter look worse than it really was in October 2023 and March 2024.