Salesforce’s customer relationship management solutions are empowering AlMalki Group, a Saudi-based family-owned business, which specializes in the luxury retail and distribution market, to digitally transform the GCC’s $29 billion e-commerce market. AlMalki Group represents more than 105 international brands both online and in boutiques.
Forrester’s CX Index benchmarked the CX quality of 29 brands across four industries. In 2021, all three components of CX quality — effectiveness, ease of use, and emotion — were found to be negatively affected. Only 4 out of 29 brands managed to significantly improve their CX scores.
Surveys usually find that marketers love their martech, but CMSWire reports that just 11% of digital CX executives say their tools are working well. The foul mood may reflect budget issues, which replaced siloed systems as the top digital CX challenge. CDPs are caught in the downdraft: only 18% list them as an investment priority, compared with 29% last year, even though the number considering a purchase remained the same at 33%. The report does find that successful teams are more likely to have a CDP.
Email and mobile personalization platform Movable Ink has announced a new integration between its Da Vinci content personalization solution and Adobe Journey Optimizer. Joint customers will be able to develop content assets aimed at each individual email recipient and bring them into Adobe Journey Optimizer for deployment. This builds on an existing integration between Movable Ink Da Vinci and Adobe Campaign.