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Forrester Announces Full Conference Agenda For CX EMEA 2023

Forrester | March 21, 2023 | Read time : 07:00 min

CX EMEA 2023

Forrester (Nasdaq: FORR) today announced the full conference agenda for its CX EMEA event being held in London and digitally on 10–11 May 2023. At a time when consumer brands are bracing for strong, macro-level headwinds, including inflation, talent shortages, and supply chain issues, a lack of shared vision across the business is a challenge. The time is now for customer-facing functions to establish a shared, collective understanding of the customer that creates value for their customers and drives sustainable growth for their business. Forrester finds that companies with high levels of alignment across functions including CX, marketing, and digital report 2.4x higher revenue growth and 2x higher growth in profitability than those with either some or no alignment.

Featuring immersive experiences, keynote presentations, case studies, and dedicated role-based breakout sessions, CX EMEA 2023 will offer the latest research insights, models, and frameworks to help CX, B2C marketing, and digital leaders align on priorities that drive long-term customer loyalty. Key topics include how to build a customer-obsessed organisation; how to leverage analytics and consumer insights to prove the ROI of CX; how to accelerate a CX practice in a digital environment; and how to navigate and protect consumer privacy.

Additionally, Forrester will celebrate its 2023 EMEA Customer-Obsessed Enterprise Award winner and share how the honouree exemplifies customer obsession by putting the customer at the centre of their leadership, strategy, and operations. Attendees can also network with industry peers, experience Forrester’s CX Certification course, and attend an invitation-only executive programme, the Executive Leadership Exchange, to put the Forrester thought leadership presented at the conference into practice.

Noteworthy sessions include:

  • How To Lead A Customer-Obsessed Organisation. Learn the key habits of leaders who have transformed their organisations using the key tenets of customer obsession.
  • Practice Responsible Design To Drive Sustainable Value. This session will discuss why responsible design has become a business imperative and how to mitigate unintended design consequences.
  • How To Embrace Customer Lifetime Value. Fewer than half of global CX leaders can prove the ROI of their CX initiatives. This session will share how CX teams can demonstrate clear business value.
  • The Digital Leaders Of Tomorrow. This session will help define the key attributes of leading digital executives.
  • Get Ready For The Age Of Cookieless Marketing. Industry dynamics, strict privacy rules, and more protective consumer behaviours are challenging marketing. This session will offer advice to help B2C marketers succeed in this environment.

“Now more than ever, to thrive, businesses need to put customers at the heart of everything they do,” said Martin Gill, vice president and research director at Forrester and host of CX EMEA. “CX EMEA aims to show CX, marketing, and digital leaders how they can align around customer-focused priorities to craft a shared vision and turbocharge their growth engine to drive sustainable business outcomes such as better customer retention and higher revenue and profitability growth.”

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We help leaders across technology, customer experience, digital, marketing, sales, and product functions use customer obsession to accelerate growth. Through Forrester’s proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and put their customers at the centre of their leadership, strategy, and operations. Our unique insights are grounded in annual surveys of more than 700,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective research methodologies, including Forrester Wave™ evaluations; 100 million real-time feedback votes; and the shared wisdom of our clients. To learn more, visit Forrester.com.

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Account Based Marketing also takes a broader view of marketing than just getting leads. One of the best ways to get the most money out of your biggest clients is to market to them to encourage upselling and cross-selling.

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Hootsuite Releases an Enhanced Inbox to Help Digital Marketers Streamline Their Customer Service Experience on Social

Business Wire | May 30, 2023

As the global leader in the social media management space, Hootsuite understands the wild nature of social and the flurry of messages and conversations that social marketers are constantly struggling to manage. To strengthen its dedication to addressing the ‘always-on’ customer service challenges faced by social marketers, Hootsuite unveiled its latest and enhanced tool, Inbox. According to Hootsuite’s 2023 Social Trends Report, 49% of organizations make social customer service the responsibility of the marketing team, while 40% of consumers expect brands to problem-solve in the channels of their choice (e.g., Instagram Messenger). Marketing teams now have to manage yet another channel, become customer service agents, and address their customers’ inquiries within the social channels they live on. As social media managers see customers increasingly turn to private messaging for customer service inquiries, Hootsuite developed an Enhanced Inbox to enable timeless and seamless social inquiry management. Inbox encourages efficient collaboration among internal teams, and offers a suite of features to streamline responses and speed up service. “Our social team polled customers to understand their pain points on social, and what we heard was that our customers’ greatest struggle is not being able to engage with their customers and respond to inquiries 24/7,” said Natalia Williams, Chief Product Officer, Hootsuite. “Our product development strategy has been deeply anchored in making our customers’ day-to-day easier. Upgrading our Inbox tool to simplify, accelerate and empower users to provide exceptional customer service and ultimately propel their business growth takes our commitment to the next level.” Inbox provides a centralized platform for social media marketers to manage all DMs, with new embedded functionalities that make responding to inquiries more efficient, without jeopardizing a quality response. SMMs and customer service teams can now easily collaborate with multiple teams to quickly resolve customer messages, automate service, offer social value and protect their brand. “Prior to using Hootsuite’s new Inbox, we didn’t have a social care team,” said Santiago Garcia Solimei, Global Head of Social Media & Brands PR, Meliá Hotels International. “Now we have dedicated resources answering users through over 500 social media accounts, allowing us to be unified in our brand voice across the board.” The key features of Inbox equips Hootsuite Business and Enterprise users to: Manage conversations in one place with one centralized inbox for all public, private, organic and dark post conversations across social channels. Search for messages and comments across all social channels. Easily collaborate with multiple teams/departments efficiently and confidently by using message routing to assign responses to the right individuals and teams. Improve collaboration across teams with assignments, agent collision avoidance, skill-based routing, and more. Speed up response times, simplify, and automate service with saved replies, autoresponders, and auto-prioritization of messages based on SLAs and response times. Connect to existing CRMs and chatbots to enable better service and deeper insights into the value of a conversation. Bring social conversations into existing customer intelligence platforms. Get insights to improve performance by reviewing, analyzing, and reporting on activity and performance to better understand the value of service. Add CSAT surveys to measure and improve customer satisfaction by sending CSAT surveys in the customer’s language based on business rules. Monitor potential crises by tagging, searching and setting up alerts to monitor conversations and catch potential crises before they occur. Keep the conversation going on the move and stay connected by viewing, filtering, assigning and replying to conversations with Hootsuite’s mobile app. Combine social profiles by linking customer profiles across social channels together to get a holistic view of messages across multiple social networks. Enable automatic language detection to trigger auto responders in a customer’s language and automatically route conversations to teams with specific language skills. For more information on Inbox, visit our website here. About Hootsuite Hootsuite helps customers harness the power of social to ignite their brand and business. As the global leader in social media management, Hootsuite powers social media for brands and organizations around the world, from the smallest businesses to the largest enterprises. Hootsuite’s unparalleled expertise in social media management, social insights, employee advocacy, and social customer care empowers organizations to strategically grow their brands, businesses, and customer relationships with social media. Hootsuite Academy, the industry-leading online learning platform, empowers education and growth through a wide range of certifications and has delivered over 1 million courses to students worldwide.

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Drift Conversation Cloud Boosts ROI for Financial Service & Manufacturing Firms

Drift | March 16, 2023

On March 15, 2023, Drift, the Conversation Cloud company, announced significant growth in the financial services and manufacturing industries, increasing their return on investment (ROI) by 12x on average. Drift serves more than 250 manufacturing and financial services companies, including Mirion Technologies, Hines, Cornerstone Building Brands, and Apex Group. Drift has collaborated with BOL Agency, Demandbase, 6sense, Quarry, and Salesloft to improve integration with the prevalent tech stacks in these industries. Some partners also provide unique services along with the Drift Conversation Cloud to help fulfill critical goals within these industries, such as generating qualified leads and account-based marketing strategies. The financial service sector faces challenges in providing customers with the same convenient experience as retail banking. Digital transformation and rising competition from private equity, fintech, and other financial service companies add to the challenges. To overcome these obstacles, leading financial services companies utilize Drift's live chat, online concierge experience, and personalized video follow-up to engage clients as soon as they visit their websites. Creating a digital experience that meets customer expectations can be challenging for the manufacturing sector, and it can be difficult to deliver customer satisfaction at scale. Drift allows its manufacturing clients to connect with real-time conversations that provide content, expedite accounts, answer questions, and convert qualified buyers into leads. CRO of Drift, Andrew Arocha, shared, "The manufacturing and financial services industries are the newest frontiers for Drift and the immediate results we've seen with customers is an indicator that conversational AI is applicable to every industry, especially with so much attention around GPT capabilities and use cases." He added, "The power of conversations opens the door for tremendous growth, which benefits our existing and new customers alike as we invest more heavily into these industries." (Source – Cision PR Newswire) About Drift Drift is one of the leading conversational marketing, sales and service platforms that enables businesses to deliver more personalized and human buying experiences. By using its Conversation Cloud, companies can connect with customers in the right place, at the right time, and with the right conversation, powered by artificial intelligence. With over 5,000 customers, Drift has established itself as a market leader in the industry, helping businesses accelerate revenue and build lifelong customer relationships. The company is a unicorn led by Latino founders, dedicated to creating an enduring and transformative business that puts the customer at the center of everything it does.

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Folloze Plus Outreach Empowers Sales and Marketing With Advanced Orchestration to Engage Prospects and Further Pipeline Goals

Business Wire | June 02, 2023

Folloze, creator of the world’s first and only no-code B2B Buyer Experience Platform (BX 3.0), today announced Folloze plus Outreach, a new integration that enables customers to connect the power of Folloze BX 3.0 and sales engagement within the Outreach Sales Execution Platform. This new single interface allows sales and marketing to auto-personalize content experiences via Folloze boards to Outreach sequences with just a few clicks, unlocking agility and productivity, while starting a long-term, rich, data-driven relationship. Additionally, first-party behavioral analytics are now easily accessed through a dashboard that allows sales professionals and managers to focus their resources on the best opportunities, winning more deals faster. “Folloze and Outreach provide teams with the ability to uplevel sales and marketing activities in their own respective ways,” said David Brutman, Co-founder and Chief Product Officer at Folloze. “The integration addresses a critical gap as budgets are shrinking and organizations strive to garner better results with current or reduced investments. By bringing these dynamic platforms together, joint customers that lean on their sales channels as a critical driver of engagement and pipeline acceleration will now have a more unified experience that amplifies value and drives greater performance and personalization.” A Smarter Way to Drive Pipeline and Engage Prospects By integrating the prospecting capabilities of two industry leaders, Folloze and Outreach help sales and marketing teams play to win from the first human touch by creating a better initial experience and the backend data to prioritize the most engaged and best opportunities. Marketers can orchestrate campaigns through a variety of channels such as ads, social media, physical mail, marketing emails, as well as with the sales team, all reinforcing each other with consistent messaging and content and one standardized analytics stream handed over directly to sellers. This provides the foundation for persistent profiling and ongoing experience continuity, enabling a stronger communication channel with less back and forth email messaging, which saves time and improves relationships. Campaign efforts result in actual pipeline creation, building a revenue engine like never before. “Outreach is committed to making it easier for our customers to create pipeline and close more deals. We seek partners who further this mission, and Folloze definitely fits our criteria,” added Phillip Friedman, Head of Partner and Ecosystem at Outreach. “This integration helps sales and marketing teams become both more strategic and personalized in their prospect interactions, making each sales rep’s touch that much more impactful.” The integrated solution makes that all-important first touch even more compelling for joint customers by allowing Outreach users to understand prospects’ behavior with Folloze’s first-party intent signals within the Outreach platform. This deep behavioral data allows sellers to focus on the most likely prospects and quickly respond to capture moments of interest with personalized content. These benefits lead to far more cohesive, efficient, and effective sales and marketing efforts. “We look to get the most out of every tech investment, so we talked with the teams at Folloze and Outreach to see if there was a possibility to streamline the information flow to sales reps while keeping content consistent. We also wanted our sales reps to be able to take advantage of unique behavioral insights within one view,” said Benjamin Smokovich, Global Director of Innovation and Tech at SAP. “Our partners at Folloze and Outreach instantly recognized how compelling such an integration would be, and what they developed has far exceeded our expectations. Our teams are already reaping the benefits.” Specific capabilities available through the integration include: Add a Folloze board to an Outreach email with just a few clicks: Sharing an entire personalized experience is the most strategic way to engage prospects and track buyer behavior. Add a direct link to Folloze content in an Outreach email: Taking it one step further, the integration makes it possible to share a killer piece of content within a Folloze board, incorporated into an Outreach email, to quickly grab a prospect’s attention. Personalized Folloze board experience: Through a completely automated process, each prospect receives a customized and highly relevant experience that drives accelerated engagement and generates intent insights. View account and contact engagement activity within Outreach: Thanks to a fully integrated Folloze dashboard, sales professionals and managers are able to get real-time, first-party intent data to prioritize efforts and understand what’s working. Identity matching capabilities provide behavioral data: More insights give sales and marketing the ability to identify and truly understand who their prospects are so they can serve them much more effectively and efficiently at scale. Upcoming Webinar On June 13th, Folloze will host a webinar with featured guests from Outreach and SAP who will discuss modern marketing and sales techniques that will help you deploy your people, technology, and processes that will result in more account engagement and higher sales velocity. Please visit https://engage.folloze.com/folloze-plus-outreach-webinar to register. To find out more details on how the Folloze plus Outreach integration could work for you, please visit https://www.folloze.com/partners/outreach. About Folloze Folloze, creator of the world’s first and only no-code B2B Buyer Experience Platform (BX 3.0), is used by B2B marketing, sales, and revenue teams. Folloze BX 3.0 empowers any marketer to easily build data-driven, highly engaging, personalized content destinations across the entire B2B buyer journey to drive deeper account engagement and revenue growth. Top B2B brands, including ServiceNow, Google Cloud, Cisco, Autodesk, Gigamon, and UL trust Folloze to boost customer engagement, revenue growth, and expansion across their target accounts. To learn more, visit https://www.folloze.com/.

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Hootsuite Releases an Enhanced Inbox to Help Digital Marketers Streamline Their Customer Service Experience on Social

Business Wire | May 30, 2023

As the global leader in the social media management space, Hootsuite understands the wild nature of social and the flurry of messages and conversations that social marketers are constantly struggling to manage. To strengthen its dedication to addressing the ‘always-on’ customer service challenges faced by social marketers, Hootsuite unveiled its latest and enhanced tool, Inbox. According to Hootsuite’s 2023 Social Trends Report, 49% of organizations make social customer service the responsibility of the marketing team, while 40% of consumers expect brands to problem-solve in the channels of their choice (e.g., Instagram Messenger). Marketing teams now have to manage yet another channel, become customer service agents, and address their customers’ inquiries within the social channels they live on. As social media managers see customers increasingly turn to private messaging for customer service inquiries, Hootsuite developed an Enhanced Inbox to enable timeless and seamless social inquiry management. Inbox encourages efficient collaboration among internal teams, and offers a suite of features to streamline responses and speed up service. “Our social team polled customers to understand their pain points on social, and what we heard was that our customers’ greatest struggle is not being able to engage with their customers and respond to inquiries 24/7,” said Natalia Williams, Chief Product Officer, Hootsuite. “Our product development strategy has been deeply anchored in making our customers’ day-to-day easier. Upgrading our Inbox tool to simplify, accelerate and empower users to provide exceptional customer service and ultimately propel their business growth takes our commitment to the next level.” Inbox provides a centralized platform for social media marketers to manage all DMs, with new embedded functionalities that make responding to inquiries more efficient, without jeopardizing a quality response. SMMs and customer service teams can now easily collaborate with multiple teams to quickly resolve customer messages, automate service, offer social value and protect their brand. “Prior to using Hootsuite’s new Inbox, we didn’t have a social care team,” said Santiago Garcia Solimei, Global Head of Social Media & Brands PR, Meliá Hotels International. “Now we have dedicated resources answering users through over 500 social media accounts, allowing us to be unified in our brand voice across the board.” The key features of Inbox equips Hootsuite Business and Enterprise users to: Manage conversations in one place with one centralized inbox for all public, private, organic and dark post conversations across social channels. Search for messages and comments across all social channels. Easily collaborate with multiple teams/departments efficiently and confidently by using message routing to assign responses to the right individuals and teams. Improve collaboration across teams with assignments, agent collision avoidance, skill-based routing, and more. Speed up response times, simplify, and automate service with saved replies, autoresponders, and auto-prioritization of messages based on SLAs and response times. Connect to existing CRMs and chatbots to enable better service and deeper insights into the value of a conversation. Bring social conversations into existing customer intelligence platforms. Get insights to improve performance by reviewing, analyzing, and reporting on activity and performance to better understand the value of service. Add CSAT surveys to measure and improve customer satisfaction by sending CSAT surveys in the customer’s language based on business rules. Monitor potential crises by tagging, searching and setting up alerts to monitor conversations and catch potential crises before they occur. Keep the conversation going on the move and stay connected by viewing, filtering, assigning and replying to conversations with Hootsuite’s mobile app. Combine social profiles by linking customer profiles across social channels together to get a holistic view of messages across multiple social networks. Enable automatic language detection to trigger auto responders in a customer’s language and automatically route conversations to teams with specific language skills. For more information on Inbox, visit our website here. About Hootsuite Hootsuite helps customers harness the power of social to ignite their brand and business. As the global leader in social media management, Hootsuite powers social media for brands and organizations around the world, from the smallest businesses to the largest enterprises. Hootsuite’s unparalleled expertise in social media management, social insights, employee advocacy, and social customer care empowers organizations to strategically grow their brands, businesses, and customer relationships with social media. Hootsuite Academy, the industry-leading online learning platform, empowers education and growth through a wide range of certifications and has delivered over 1 million courses to students worldwide.

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Drift Conversation Cloud Boosts ROI for Financial Service & Manufacturing Firms

Drift | March 16, 2023

On March 15, 2023, Drift, the Conversation Cloud company, announced significant growth in the financial services and manufacturing industries, increasing their return on investment (ROI) by 12x on average. Drift serves more than 250 manufacturing and financial services companies, including Mirion Technologies, Hines, Cornerstone Building Brands, and Apex Group. Drift has collaborated with BOL Agency, Demandbase, 6sense, Quarry, and Salesloft to improve integration with the prevalent tech stacks in these industries. Some partners also provide unique services along with the Drift Conversation Cloud to help fulfill critical goals within these industries, such as generating qualified leads and account-based marketing strategies. The financial service sector faces challenges in providing customers with the same convenient experience as retail banking. Digital transformation and rising competition from private equity, fintech, and other financial service companies add to the challenges. To overcome these obstacles, leading financial services companies utilize Drift's live chat, online concierge experience, and personalized video follow-up to engage clients as soon as they visit their websites. Creating a digital experience that meets customer expectations can be challenging for the manufacturing sector, and it can be difficult to deliver customer satisfaction at scale. Drift allows its manufacturing clients to connect with real-time conversations that provide content, expedite accounts, answer questions, and convert qualified buyers into leads. CRO of Drift, Andrew Arocha, shared, "The manufacturing and financial services industries are the newest frontiers for Drift and the immediate results we've seen with customers is an indicator that conversational AI is applicable to every industry, especially with so much attention around GPT capabilities and use cases." He added, "The power of conversations opens the door for tremendous growth, which benefits our existing and new customers alike as we invest more heavily into these industries." (Source – Cision PR Newswire) About Drift Drift is one of the leading conversational marketing, sales and service platforms that enables businesses to deliver more personalized and human buying experiences. By using its Conversation Cloud, companies can connect with customers in the right place, at the right time, and with the right conversation, powered by artificial intelligence. With over 5,000 customers, Drift has established itself as a market leader in the industry, helping businesses accelerate revenue and build lifelong customer relationships. The company is a unicorn led by Latino founders, dedicated to creating an enduring and transformative business that puts the customer at the center of everything it does.

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Folloze Plus Outreach Empowers Sales and Marketing With Advanced Orchestration to Engage Prospects and Further Pipeline Goals

Business Wire | June 02, 2023

Folloze, creator of the world’s first and only no-code B2B Buyer Experience Platform (BX 3.0), today announced Folloze plus Outreach, a new integration that enables customers to connect the power of Folloze BX 3.0 and sales engagement within the Outreach Sales Execution Platform. This new single interface allows sales and marketing to auto-personalize content experiences via Folloze boards to Outreach sequences with just a few clicks, unlocking agility and productivity, while starting a long-term, rich, data-driven relationship. Additionally, first-party behavioral analytics are now easily accessed through a dashboard that allows sales professionals and managers to focus their resources on the best opportunities, winning more deals faster. “Folloze and Outreach provide teams with the ability to uplevel sales and marketing activities in their own respective ways,” said David Brutman, Co-founder and Chief Product Officer at Folloze. “The integration addresses a critical gap as budgets are shrinking and organizations strive to garner better results with current or reduced investments. By bringing these dynamic platforms together, joint customers that lean on their sales channels as a critical driver of engagement and pipeline acceleration will now have a more unified experience that amplifies value and drives greater performance and personalization.” A Smarter Way to Drive Pipeline and Engage Prospects By integrating the prospecting capabilities of two industry leaders, Folloze and Outreach help sales and marketing teams play to win from the first human touch by creating a better initial experience and the backend data to prioritize the most engaged and best opportunities. Marketers can orchestrate campaigns through a variety of channels such as ads, social media, physical mail, marketing emails, as well as with the sales team, all reinforcing each other with consistent messaging and content and one standardized analytics stream handed over directly to sellers. This provides the foundation for persistent profiling and ongoing experience continuity, enabling a stronger communication channel with less back and forth email messaging, which saves time and improves relationships. Campaign efforts result in actual pipeline creation, building a revenue engine like never before. “Outreach is committed to making it easier for our customers to create pipeline and close more deals. We seek partners who further this mission, and Folloze definitely fits our criteria,” added Phillip Friedman, Head of Partner and Ecosystem at Outreach. “This integration helps sales and marketing teams become both more strategic and personalized in their prospect interactions, making each sales rep’s touch that much more impactful.” The integrated solution makes that all-important first touch even more compelling for joint customers by allowing Outreach users to understand prospects’ behavior with Folloze’s first-party intent signals within the Outreach platform. This deep behavioral data allows sellers to focus on the most likely prospects and quickly respond to capture moments of interest with personalized content. These benefits lead to far more cohesive, efficient, and effective sales and marketing efforts. “We look to get the most out of every tech investment, so we talked with the teams at Folloze and Outreach to see if there was a possibility to streamline the information flow to sales reps while keeping content consistent. We also wanted our sales reps to be able to take advantage of unique behavioral insights within one view,” said Benjamin Smokovich, Global Director of Innovation and Tech at SAP. “Our partners at Folloze and Outreach instantly recognized how compelling such an integration would be, and what they developed has far exceeded our expectations. Our teams are already reaping the benefits.” Specific capabilities available through the integration include: Add a Folloze board to an Outreach email with just a few clicks: Sharing an entire personalized experience is the most strategic way to engage prospects and track buyer behavior. Add a direct link to Folloze content in an Outreach email: Taking it one step further, the integration makes it possible to share a killer piece of content within a Folloze board, incorporated into an Outreach email, to quickly grab a prospect’s attention. Personalized Folloze board experience: Through a completely automated process, each prospect receives a customized and highly relevant experience that drives accelerated engagement and generates intent insights. View account and contact engagement activity within Outreach: Thanks to a fully integrated Folloze dashboard, sales professionals and managers are able to get real-time, first-party intent data to prioritize efforts and understand what’s working. Identity matching capabilities provide behavioral data: More insights give sales and marketing the ability to identify and truly understand who their prospects are so they can serve them much more effectively and efficiently at scale. Upcoming Webinar On June 13th, Folloze will host a webinar with featured guests from Outreach and SAP who will discuss modern marketing and sales techniques that will help you deploy your people, technology, and processes that will result in more account engagement and higher sales velocity. Please visit https://engage.folloze.com/folloze-plus-outreach-webinar to register. To find out more details on how the Folloze plus Outreach integration could work for you, please visit https://www.folloze.com/partners/outreach. About Folloze Folloze, creator of the world’s first and only no-code B2B Buyer Experience Platform (BX 3.0), is used by B2B marketing, sales, and revenue teams. Folloze BX 3.0 empowers any marketer to easily build data-driven, highly engaging, personalized content destinations across the entire B2B buyer journey to drive deeper account engagement and revenue growth. Top B2B brands, including ServiceNow, Google Cloud, Cisco, Autodesk, Gigamon, and UL trust Folloze to boost customer engagement, revenue growth, and expansion across their target accounts. To learn more, visit https://www.folloze.com/.

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