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Customer Intelligence Forum Video Blog: Emily Murphy, Forrester Research

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Published on May 4, 2012

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Emily Murphy, Researcher, Forrester Research, the following questions:

1. With the advent of social, mobile and other emerging technologies, how do brands effectively engage their audience in this challenging and very dynamic marketing environment?
2. What will be the biggest challenge for marketers in the next 3-5 years?
3. With 90% of data being created in the last year, how do brands effectively source and get through that data to find the actual pieces of insight? And with so many disparate pieces of data and different data silos, how do brands effectively take that up and identify that person and create that actual insight you are talking about?
4. Experience drives engagement, and engagement drives loyalty, yet at every part of the channel, people have to feel engaged. What are the challenges you see with multi-channel communication for today's marketers and how do the products you see in the market or your product address that?
5. At Loyalty 360 we believe in the process of expectation matching. So we believe that consumers' expectations change based on their engagement with the brand and the stage of the lifecycle they may be in with the brand. Brands struggle with this dynamic in today's environment and yet this idea seems to have great interest. Any ideas or offers for marketers to help put this into practice?
6. Why do brands struggle with listening to consumers? All effective marketing strategies are based on interactive dialogues, yet how can that be done with so little if any true customer-listening by the brands?

www.loyalty360.org

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