Good morning, how does your organization manage customer feedback?

Customer experience management provider Qualtrics has launched a new collaboration tool to help capture feedback from employees who interact directly with customers. Frontline Feedback serves as a platform for customer experience teams to collect, analyze and make informed decisions related to their customers based on feedback from employees who are engaged with the account on a regular basis. Collaborating on accounts through a single platform will help close these feedback loops and could help product owners identify product trends.

Mailchimp has released its first annual report since 2016, highlighting a number of key milestones for the email platform turned all-in-one marketing platform. The company claims a 60.51% share of the email industry, supporting over 12 million customers. Its closest competitor comes in at only 9.52%. The volume of emails sent from Mailchimp last year — over 340 billion — points to the strength of the channel and the email industry as a whole. 

The MarTech West 2020 agenda is officially live! Check out who’s on deck to share actionable tactics, incredible insights and martech strategies during an intense two days of sessions, keynotes and networking. The “graduate-level” program is designed specifically for senior-level marketers charged with managing marketing technology stacks and delivering exceptional experiences. We hope to see you in San Jose in April.

There’s much more for you below including your Pro Tip on driving brand interactions and a look at marketers on the move in the industry. Happy reading!

Jennifer Cannon
Senior Editor 

Pro Tip

Are you driving customers or helping them interact with your brand?

“The best content is completely pointless if no one sees it. How content will be promoted and advertised should be a consideration from the early content planning stages,” explains Jim Yu of BrightEdge. “In 2020, we’ll continue to deepen our understanding of the customer experience from the first point of discovery through research and decisions-making. Using ads to drive a segment of the population to generic service pages is long over as customers demand an extension of the advertising experience on their landing page or other destination.” 

“Here’s what you should be thinking about this year: 1) Are we fulfilling the promise of each ad on the click-through asset? 2) Do our tools have access to clean, real-time data to inform targeting decisions? 3) Is our advertising focused too heavily on driving traffic to the point of sale rather than to interact with our brand? 4) How can we use martech to scale our advertising and promote more engaging experiences throughout the funnel?”

Learn more »


The State of Retail Media: Learnings from 100 Retail Brand Executives

What exactly is the state of retail media in 2020? To find out, Crealytics interviewed 100 executives from leading retail brand manufacturers in the U.S. Join this live webinar with Crealytics CEO Andreas Reiffen and Third Door Media’s Editor-in-Chief Ginny Marvin as they discuss how leading retail brands can survive – and thrive – in the era of online marketplaces. You’ll hear how brands select which marketplaces to advertise on – and the thinking behind budgets for each.

RSVP today »

On the Move

Analytic Partners, The NPD Group and Crossmedia hire new leads

Kathy Bachmann has been named the general manager of the Americas for the analytics platform Analytic Partners. She will be based in New York City and manage team strategy, product and revenue growth for both the North America and Latin America markets. “Kathy brings to Analytic Partners a unique and diverse background in growth and strategy. She will undoubtedly be an exceptional leader as we continue to grow in the Americas and help our clients turn data into expertise,” said CEO Nancy Smith. Bachmann has held a number of leadership roles within the industry, including COO for Throtle and a GM role at Neustar, along with marketing positions at Quest Diagnostics, Merrill Lynch and American Express. She most recently served as the COO for Comscore. 

The NPD Group, a global information company, has promoted Larissa Jensen to VP, Industry Advisor for its U.S. beauty business. Larissa has been with NPD for 15 years, most recently in the role of executive director and industry analyst, serving as the company’s beauty spokesperson. She is a frequent speaker at industry events and noted expert in the field, according to the NPD Group. “Larissa packages passion, enthusiasm, and insightfulness to delight our clients and the broader beauty community with her in-depth understanding of the beauty industry and its trends. She is a valuable asset to all who cross her path, including those striving to take their beauty business to the next level,” said Lori Monaco, president of U.S. Beauty for The NPD Group. Prior to joining the NPD Group, Jensen held roles at Estée Lauder Companies, Inc. and L’Oréal USA. 

Crossmedia, an independent media agency, has hired Matt Bayer to serve in a newly created position: head of integrated media sourcing. The company says the new role underscores its commitment to channel-neutral, data-driven buying and that Bayer will be a centralized leader across all of the agency’s media activations. “This new role further strengthens our abilities to use data analytics to drive the best outcomes for our clients,” said Crossmedia’s head of growth Mike Farasciano. Bayer will report directly to CEO Kamran Asghar and his responsibilities will include managing Crossmedia’s media planning and buying teams. 


Actionable tactics & proven solutions: See the MarTech agenda!

Push the limits of marketing execution, process, and people… attend The MarTech Conference, April 15-17 in San Jose! The all-new agenda is live and ready for you to explore. You’ll unlock creative, vendor-agnostic solutions and actionable tactics for overcoming everyday marketing challenges, likes structuring marketing teams for organizational success, benchmarking multi-channel stacks to thrive, leveraging APIs to help meet customer expectations, and so much more.

See the agenda! »

What we're reading

We've curated our picks from across the web so you can retire your feed reader

Where are the Chief Marketing Technology Officers? – Jonathan Mendez Blog

Your Employees Are the Key to Unlocking Customer Experience 2.0 – CMS Wire

CMO Katharyn White: ‘We Must Redefine The Chief Marketing Officer Role’ – Forbes

AR and VR will drive omnichannel 2.0 – Mobile Marketer

Amazon researchers trained an AI model in multiple languages to improve product searches – VentureBeat

Heatmap in 2020: A Glance at its History & Adoption – VWO Blog

A Marketer’s Guide to Kaggle for Analytics and Data Science – Conversion XL

Artificial Intelligence Is Shifting Our Perception of Great User Experiences – UX Matters