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CX Is Marketing Turf: CMO Council and IBM

Doubtful that technologists are really in charge of CX? Maybe you’re right: a CMO Council and IBM survey found that 61% said marketing owned customer experience strategy. Just 13% of respondents were CMOs while 61% were CEO, President, or COO. So less bias in that audience than you might expect. Only 20% said they had real-time access to all relevant customer data across the organization. Technology gaps were the most common obstacle to removing data silos (53%), although talent (48%) and time (45%) were close behind.

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Forrester to Buy SiriusDecisions for $245 Million

November 28, 2018

Tech analysis firm Forrester has agreed to buy B2B advisory SiriusDecisions for $245 million. Forrester says the deal doubles its potential market by adding operational expertise to Forrester’s strategic consulting. Sirius is expected to add approximately $100 million revenue in 2019, giving the deal a 2.5x revenue multiple. It’s a ratio similar to Forrester’s own $820 million market capitalization on about $340 million revenue.

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Twilio Announces Unified Profiles Powered by Segment

March 28, 2024

Twilio has announced two innovations within Twilio Flex, its digital engagement platform. The first, Unified Profiles, will be powered by Segment and allow businesses to collect and activate real-time consented data. This is the first of three launches set for 2024 that will embed Segment in Twilio Communication products. The second innovation is Agent Copilot which will allow users to deploy AI across this data to boost productivity.

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