Airline Executives See Technology As Biggest Obstacle to Better Customer Experience: Forbes Survey

It only took United Airlines two days to determine it’s a bad idea to physically beat your customers (although it’s more likely they decided what’s bad is getting caught). For more insight into the industry mindset, here’s a Forbes survey of airline executes taken before the incident. The group rated technology as by far the largest obstacle to improving customer experience, with human resources and organizational structure ranking well behind and “lack of vision” dead last. As customer data advocates, we’re cheered by such attitudes. As frequent fliers, not so much.

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89% of Companies Lack Well-Developed Strategy to Improve Customer Experience: Econsultancy

April 12, 2017

Why the merger between creative and tech? It’s the customer experience, silly. An Econsultancy study for emarsys of Asia/Pacific marketers found that just 11% have a well developed strategy to improve customer experience and just 7% are seamlessly integrated across channels. Biggest barriers are experience complexity (44%), disjointed data (34%), and siloed organizations (34%). Marketing is in charge of customer experience more than half the time (54%), far more often than sales (12%), customer insight (6%), operations (5%), or customer service/support (4%). No one is charge 7% of the time.

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Bombora Offers B2B Ad Targeting and Personalization Based on Content Consumption

June 2, 2023

Bombora has launched Visitor Insights, a consent-based website tag that tracks the topics a device has consumed.   It infers intent, job function, management level, and other information that B2B publishers can use for ad targeting and personalization.  This Bombora report shows intent trends by industry: for example, media and advertising users show 70% more interest in Customer Data Platforms than they did last year.

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