Contribute to Altimeter’s Report on Employee Engagement and Advocacy

Three types of employee engagement

Altimeter recently published a new report on Digital Transformation that highlights the central role that customer experience plays. A key factor to creating and delivering a great customer experience is the ability of a company's workforce to modernize, use new technology platforms to connect with each other and customers, and most importantly, adopt a new mindset of openness and transparency. To that end, my colleague Jon Cifuentes and I are working on a new Altimeter report on how … [Read more...]

Redefining Marketing: What it Means to be a Modern Marketer

Modern Marketer

Marketing has changed substantially in the past few decades. With the proliferation of CRM, ecommerce, cookies, loyalty programs, etc. marketers have more customer data than ever. And just in the past few years, the widespread adoption of social and mobile technologies has brought more complexity, yet also the potential for even greater insight into the customer journey. The result of this goes beyond an update in marketing tactics, but a redefinition of marketing. Wikipedia tells us that, … [Read more...]

New Research: Understanding the Digital Customer Experience Drives Investment in Digital Transformation

The Three Elements of Digital Transformation

“Digital transformation” isn’t a trendy moniker to signify an increase in technology investment. It’s a renewed focus on the customer and the human side of business. In Altimeter Group’s latest research, we uncovered that digital transformation is a re-alignment of, or new investment in, technology and business models with a pointed purpose: to more effectively engage digital consumers at every touchpoint in the customer experience lifecycle. Understanding the digital customer experience … [Read more...]

New Report, New Service Offerings for Social Data

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Late last year, I started wondering about social media command centers. Salesforce had launched one, as had Brandwatch, but I wondered: were they really still relevant? Were companies investing in command center deployments, or had interest subsided since their heyday in 2010? I started talking to clients and vendors to take a pulse on how people were thinking about command centers, what they looked like, what were the use cases, and how they were calculating value. I looked at several … [Read more...]

Your Questions About Corporate Social Media Education

Large enterprises are rolling out social media at scale – and training and education for employees is critical. Well-developed social media education programs can help companies achieve business goals by reducing social media risk and activating employees for engagement and advocacy. Charlene Li and I presented our most recent research and report in a webinar, now available for replay. The webinar provides a recap of the latest data and trends in social media education for businesses. Our … [Read more...]

Detecting Disruption: Interest vs. Investment of Emerging Technologies in the Enterprise

Survey Question: Often with emerging technologies, there is a disconnect between what people are excited or care most about vs. what they will actually invest in. Of the following technologies, please indicate your company’s interest or investment: (If you don't know what any of these technologies are, simply leave that row blank.)

One question Altimeter hears frequently is “What’s next?” A better way to ask this is “What should we care about?” Often with emerging technologies, there is a disconnect between what people are excited or care most about versus what they will actually invest in. As a research firm focused on business disruption, Altimeter lives at the crux of this distinction. To this end, we asked more than 100 Digital Strategists at Enterprise companies to delineate between interest and investment in … [Read more...]

Have a Voice in Altimeter Research

Digital, Social, Content Strategists:  We want to hear from you! Would you be willing to participate in our latest survey? Click here to get started: http://bit.ly/1bK8TRE Wondering how other organizations are mapping their customer journeys? What data streams are integrated for seamless customer engagement? Who actually “owns” content marketing anyway? Share your insights with us and we’ll send you the full results upon completion. As part of our 2014 research efforts, Altimeter is … [Read more...]

Trends to Watch in 2014 from Altimeter Group

About 2014 on graph

As we launch into 2014, the analysts at Altimeter each pulled together a compilation of trends and issues they are watching closely this year. Below is a link to each post as well as a synopsis of some of the top themes we are exploring. As you read through each post, you’ll see that there are commonalities and overlap. This isn’t a surprise, as we have multiple people researching different aspects of customer experience, big data, innovation, and digital marketing. The diversity of thought and … [Read more...]

The Six Business Cases for Real-Time Marketing

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As digital channels operate increasingly in the ‘now,’ all marketing organizations must consider to what degree they will function in real-time, and even define what real-time is relative to their operations and marketing organization. The payoff? That digital marketing ideal: the right message to the right person at the right time. The right instant, even. Real-time marketing (RTM) can add tremendous value to customer interactions; making brands appear relevant, with-it, informed, dynamic … [Read more...]

Social Media Matures, Yet Many Companies Still Lack a Strategic Foundation [Infographic]

Miss our recent report, The State of Social Business 2013? If you’re looking for a cheat sheet, here’s a visual of the key findings: The graphic below shows how companies are formalizing, organizing, and growing their social media efforts. For example, three out of four large companies now have a dedicated social media team — and headcount in this team and across the enterprise have grown significantly since we began asking social strategists these questions in 2010. Yet, when we asked the … [Read more...]