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Biography

Customer Experience & Commerce

Investigates how technology contributes to top-line B2B revenue.

He follows software companies that provide services from awareness to renewals across the customer life cycle, focusing on best practices.

Most Recent Interaction(s)

October 23^rd, 2023 – briefing

Discussed bringing data together into a “CIP”

March 2023 – Inq.

briefing on data platform using typical deck, add Ed Kahana- focus on AdTech (solutions for agency and for marketers)
read some new research
understand subscription options
Impact report***

Bruce Daley

Latest/Most Interesting LinkedIn Post

Posted 5 months ago

Why I Hate the Consumption Business Model Part 2. One of the reasons I hate the consumption business model is because of the lack of predictability and cost controls. The consumption model operates on the basis of usage, charging customers based on how frequently they access the software...
https://www.linkedin.com/posts/brucedaley_businessmodels-software-saas-activity-7079857779351449600-06Dj?utm_source=share&utm_medium=member_desktop

Last Two Reports

Listen: Next in Tech | Episode 69: Customer success: Keys to the subscription transition (June 14th, 2022)

Given the wide adoption of Google Analytics, it’s no surprise that the migration imposed by Google to the new version of the product, Google Analytics 4 (GA4), is making waves. Companies’ reactions vary; The more trained they are on the new product, the more positive, open to change, and deliberate they are in their...

Customer Success: a $200 million market poised for dramatic growth (Nov 23^rd, 2021)

This report from 451 Research’s Customer Experience & Commerce Market Monitor provides a market overview, competitive landscape and market forecast for the emerging Customer Success market. Customer Success represents an emerging segment within the broader Customer Experience & Commerce market with the potential to benefit from the increasing focus on retaining exi...

Questions

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Biography

Sheryl Kingstone leads coverage for Customer Experience & Commerce for TMT Research within S&P Global Market Intelligence, focusing on the many aspects of how customer experience is a catalyst for digital transformation.

She oversees the company's coverage of a variety of customer experience software markets spanning ad tech, marketing, sales, commerce and service.

Most Recent Interaction(s)

October 23^rd, 2023 – briefing

Discussed bringing data together into a “CIP”

March 2023 – Inq.

briefing on data platform using typical deck, add Ed Kahana- focus on AdTech (solutions for agency and for marketers)
read some new research
understand subscription options
Impact report***

Sheryl Kingstone

Latest/Most Interesting LinkedIn Post

Hasn’t made an original post in 1 year

Last Two Reports

Next in Tech | Episode 125: Attitudes About AI (July 20^th, 2023)

We’ve been tracking attitudes about AI since well before the current generative AI explosion and the shift in expectations is dramatic. Returning guests Sheryl Kingstone and Alex Johnston join host Eric Hanselman to explore differences by demographic and discuss practical aspects of AI that will have significant impacts. Model coordination is key and organizations have to consi...

Merchants look to optimize payments, fraud prevention and digital experience strategies (May 26^th, 2023)

Introduction Merchants have faced an onslaught of disruptions over the past three years. From the pandemic-induced pivot toward digital commerce to supply chain shortages and economic instability, it has been anything but "business as usual." With these developments, commerce technology decision-makers are under pressure to accommodate a growing list of new business and customer...

Questions

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Biography

Vice President and Principal Analyst, focused on CX

While covering all core pillars of CX (Sales, Service and Marketing), she spends time zeroing in on the business demands on today’s CMO, evolution of customer engagement and rising requirement for a new security posture that accounts for the threat to brand trust.

Offers strategic guidance on the leadership, business transformation and technology requirements to deliver on today’s CX strategies.

Most Recent Interaction(s)

October 19^th, 2023 – briefing on intelligence

Had a lot of questions about data efficacy and the origin of our data

June 28^th, 2022 – inq.

Zeta can help recommend next-best action for customers & another channel for marketer to use
Zeta must be careful on how it's used- very evident, varying by context & brand

Liz Miller

Latest/Most Interesting LinkedIn Post

Posted 2 months ago

"As a marketer, a co-pilot for this wild ride known as customer engagement is exactly what I and so many of my CMO colleagues have expressed needing for their teams and for themselves. I’m not looking for someone to control the radio…just someone to help recommend some new playlists and time-saving options. What I absolutely don’t need is more complexity…"
https://www.constellationr.com/blog-news/driver-controls-radio-generativeai-microsoft-s-copilot-and-how-ai-learning-rules-road

Last Two Reports

Constellation Research Presents the 2023 Enterprise Awards (December 13^th, 2023)

You can sum up 2023 in two words: Generative AI. There wasn't an enterprise that hasn't been affected by generative AI even though many efforts remain in the pilot stage. The year will go down as one of innovation, large language models, efficiency, productivity and some odd plot twists (yes, we're talking about you OpenAI).

Inside Adobe Max Through the Eyes of a Marketer (October 20^th, 2023)

There is an electricity that sweeps through Adobe MAX, the annual celebration of creativity, that is infectious. Nobody is taking themselves too seriously…everyone is in awe of everyone else’s work. Nothing is out of the realm of possible. Nobody is excluded from the great debate of “Should Comic Sans ever be used outside of an actual comic?”…

Questions

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Biography

R “Ray” Wang is the CEO of Silicon Valley based Constellation Research Inc,, He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode and blogs at www.raywang.org.  His ground-breaking best selling book on digital transformation, Disrupting Digital Business, was published by Harvard Business Review Press in 2015. Ray's new book about Digital Giants and the future of business titled, Everybody Wants to Rule The World was released July 2021. Wang is well quoted and frequently interviewed in media outlets such as the Wall Street Journal, Fox Business, CNBC, Yahoo Finance, Cheddar, and Bloomberg.

Most Recent Interaction(s)

R “Ray” Wang

Latest/Most Interesting LinkedIn Post

Posted on 12/14

MyPOv: ⁦‪Netflix Releases Full Viewership Data for First Time
Netflix Releases Full Viewership Data for First Time – WSJ

Last Two Reports

Constellation Research Presents the 2023 Enterprise Awards (December 13^th, 2023)

Big Idea: The Future of AI and Biology: De-Mystifying Benefits, Risks, and Opportunities Ahead (December 6^th, 2023)

AI and biology have the potential to greatly benefit humanity in several ways. Here are some key illustrative opportunities to consider:…

Questions

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Biography

Analyst who focuses her research on digital intelligence topics and on helping data experts, customer insights leaders, customer experience (CX) professionals, and digital marketers manage customer data and optimize CX.

She discovers and defines insights-driven future states for leaders who wants to build out digital analytics, experience optimization, and personalization strategies and technologies.

Chiara’s research guides clients on driving their businesses with actionable insights.

Most Recent Interaction(s)

February 2023 – inq.

Key report takeaways- 4 vendors didn’t participate?
Sector leaders
Inclusion criteria
Next version of this Wave and LS- 2024

Chiara De Gasperin

Latest/Most Interesting LinkedIn Post

Hasn’t posted in 10 months

Last Two Reports

Use The Google Analytics 4 Migration As An Opportunity To Evolve Your Digital Analytics Strategy (May 5th, 2023)

The State Of Digital Intelligence Technology Adoption, 2023 (April 4th, 2023)

To become insights-driven, companies need to continue to invest in digital intelligence technologies (DIT). And there’s much to do, with the rate of enterprises that have already implemented DIT currently below 60%. We expect this percentage to grow in the next few years, building on strong DIT investments in 2021; as of...

Questions

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Biography

Analyst covering customer data and analytics to help customer insights professionals utilize their data to generate insights, reach the right customers, increase loyalty/profitability, and inform product strategy and service delivery.

His research agenda also includes the uses and applications of third-party data.

Most Recent Interaction(s)

November 1^st, 2023 – inq. regarding in intelligence

Value of outside data (beyond walled garden)
Better data training and finer segmentation

October 10^th, 2023 – briefing intelligence

starting to get it, “impressive”
cluster analysis – yes... creates a model of ‘data in motion’, with vectoring to protect class variables
competitive intel is hard to come by- yes NG – point solutions find this challenging

June 13^th, 2023 – Forrester CX Event

Zeid Khater

Latest/Most Interesting LinkedIn Post

Posted 1 month ago

2024 hashtag#Forrester predictions for Data and Analytics are here! Want a sneak peak? Here are some of the topics we cover: The fate of the CDO, Prompt engineering, The value of collecting and managing unstructured data. Want the 411 on what's next for your data strategy? Check out my blog previewing some of our 2024 Forrester predictions for Data and Analytics (full report link in blog)
Predictions 2024: Data And Analytics Set The Stage For Generative AI (forrester.com)

Last Two Reports

Predictions 2024: Data And Analytics (December 5^th, 2023)

In 2024, data and analytics will encounter new challenges and opportunities as they’re faced with supporting the boom of AI technologies. Outputs from AI technologies will only be as good as the data that goes into them, so it’s…

Predictions 2024: Data And Analytics (October 26^th, 2023)

In 2024, data and analytics will confront new challenges and opportunities as they’re faced with supporting the boom of AI technologies. Outputs from AI technologies will only be good as the data that goes into them, so…

Questions

Trends in gathering complete customer data
Fallacy of 360 view of customer
True methods for growing & retaining customers
Connecting disparate data sources
Coming Google policy on cookies

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Biography

Principal Analyst

Nikhil’s research focuses on the evolution of performance marketing – including: retail media, search (search engine marketing and SEO), social, TV, audio, out of home, and creative.

He helps clients with guidance sessions, webinars, and workshops on the current and future states of performance marketing, SEO best practices, and how to master particular channels.

He has a passion for apprehending what “performance” means.

Most Recent Interaction(s)

November 3^rd, 2023 & December 6^th, 2023 – advisory

DSP wave
Key trends and inquiries that Nikhil receives

March 13, 2023 - Inq.  Omni Channel DSP (no wave)

Understand decisions of holding companies.
Need for enterprise demand tech platform
Integrations w/ AWS
Actions of yahoo, Trade desk, Zender, Adobe

Nikhil Lai

Latest/Most Interesting LinkedIn Post

Posted on 12/12

Synchronize People, Processes, And Technologies To Lift Ad Creative’s Performance (forrester.com)

Last Two Reports

Synchronize People, Processes, And Technologies To Lift Ad Creative’s Performance (December 12th, 2023)

My favorite holiday-themed ad is Hershey’s “Christmas Bells,” which debuted in 1989 thanks to the creativity of David Apicella at Ogilvy & Mather, among others. Since then, the ad has run every December. In a market crowded with viral…

How To Use Technology To Develop Better Ad Creative (November 30^th, 2023)

High-quality ad creative lifts return on ad spend (ROAS). Data deprecation and consumers’ demand for more engaging advertising make more compelling creative increasingly critical. Various technologies claim to supercharge creative…

Questions

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Biography

Principal Analyst

Katie has more than 18 years of broad marketing technology experience in solutions, implementation, and operations across multiple industries.

Katie joined Forrester through the acquisition of SiriusDecisions.

Most Recent Interaction(s)

October 30^th, 2023 – inquiry

Planning early 2024 briefing on CDP complexity
discussion on expanded partnerships
review wave

July 21, 2023 – briefing

Earnings are great – tough economy right now- ‘tallest midget’ with economic headwinds
Asked what questions we get
Don’t hear many talking about suppression

October 12, 2022 – inquiry

B2B CDP – yet she’s never spoken to us before- likely needs a briefing.

Katie Linford

Latest/Most Interesting LinkedIn Post

Posted 6 months ago

Caption: “Why do we invest in #revtech / #martech / #salestech? We usually have a handful of good reasons. But are these ‘good’ reason really good enough to help your customers realize value and drive revenue? Read the blog to learn more and join us at this year’s #ForrB2BSummit, June 5–7 in Austin, Texas or digitally, to better understand how your business can build and sustain trust with buyers.”
https://www.forrester.com/blogs/customer-obsessed-technology-strategy/

Last Two Reports

The Forrester Wave™: B2B Customer Data Platforms, Q4 2023 (December 13th, 2023)

In our 29-criterion evaluation of standalone B2B customer data platform (CDP) providers, we identified the most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps…

The B2B Customer Data Platform Landscape, Q3 2023 (September 6^th, 2023)

You can use B2B customer data platforms (CDPs) to integrate customer data from various internal and external sources, enhance customer understanding, and build and segment audiences for activation. But to…

Questions

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Biography

Senior Analyst helping B2C marketers stay customer obsessed in a rapidly changing market.

Her research spans consumer personalization and the strategy, data, and technology required to deliver personalized moments, in addition to marketing operations and marketing resource management tools to coordinate behind-the-scenes.

For six years, Jessie covered how brands use social media for consumer insights and marketing/advertising.

She also evaluated social technologies, including social listening platforms, social media management solutions, social adtech, and social suites.

Most Recent Interaction(s)

November 30^th, 2023 – webinar

July 31^st, 2023 – inq.

in middle of another shiny object (metaverse, GenAi?)

June 13^th, 2023 – Forrester CX Event

Jessica participated in a Webinar with Zeta and Snowflake in June 2022.

Jessica Liu

Latest/Most Interesting LinkedIn Post

Posted 2 weeks ago

“Squeaking in before the year wraps up, Cole Walsh and I refreshed our report on The State of Consumer Personalization, 2023. Check our blog summary and let us know what you think:
This Holiday Season, Give Your Customers The Personalized Experiences That They Deserve (forrester.com)

Last Two Reports

This Holiday Season, Give Your Customers The Personalized Experiences That They Deserve (November 29^th, 2023)

Learn how to enhance your company’s personalization efforts over the holidays — and well into next year.

The State Of Consumer Personalization, 2023 (November 21^st, 2023)

The state of consumer personalization is inconsistent: Consumers don’t mind personalization later in the customer lifecycle, but companies tend to deliver disjointed experiences and overdo prepurchase personalization. This disconnect…

Questions

Why do companies over index on tech?
Is the customer obsessed growth engine theory or technology?
Where should companies start?

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Biography

Analyst serving B2C marketing professionals. 

Her research focuses on the intersection of marketing and privacy and how to strike a delicate balance between privacy, trust, and consumer expectation, all while navigating a rapidly shifting landscape of regulation and tech limitations. 

She examines topics like zero-party data, preference centers, the customer data ecosystem, and how to deliver personalized experiences without being creepy.

Most Recent Interaction(s)

July 26, 2023 – inq.

ID resolution Landscape report coming – with Joe
using 4 providers, fragmented is good?
Zeta = yours, ours, theirs... (ability to translate between them, move between them)

August 30, 2022 – inq.

conversation with Pavan on ethical AI – creating and keeping models in line based on fairness (Pavan ‘KPIs around fairness’)
said personalization before even knowing the customer starts getting creepy

Stephanie Liu

Latest/Most Interesting LinkedIn Post

Posted 7 months ago

Caption: “The title says it all... and thank you to everyone who liked/reposted warnings like "don't upload financial data to ChatGPT!" and "don't ask ChatGPT to build audience segments!" for motivating me to write this.”
https://www.forrester.com/blogs/seriously-stop-putting-consumer-data-into-chatgpt/

Last Two Reports

Ten More Top Emerging Technologies For 2023 (November 21st, 2023)

Demand for information on emerging technologies remains high; most firms have one or more teams that track them. We have already identified the 10 most important emerging technologies for 2023; this report identifies 10 more that you

Predictions 2024: B2C Marketing (October 25^th, 2023)

Practicality trumps purpose in 2024 B2C marketing strategies. An exigent need for profitable growth amid a backdrop of a more divided, mobilized, and activist consumer base puts values-based marketing on hiatus. In its…

Questions

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Biography

Tina is a principal analyst who serves B2C marketing professionals

She focuses on prescriptive and predictive marketing analytics (including marketing mix modeling, cross-channel attribution, and test and learn approaches), measurement strategies, best-in-class marketing and customer metrics, customer journey analytics, tools and technologies that support marketing insights, and insights-to-action strategies.

Most Recent Interaction(s)

November 21^st, 2023 – document readout

October 27^th, 2023 – document review

September 19^th, 2023 – briefing on intelligence

June 14^th, 2023 – Forrester CX Event

January 19^th, 2023 – Inq.

Consumers are bombarded by messages, battle is for share of voice / attention

Tina Moffett

Latest/Most Interesting LinkedIn Post

Posted 1 month ago

Incrementality testing helps B2C Marketers measure the incremental lift, or the change in behavior, directly attributed to your marketing activities. Read my latest #Forrester blog and report (sub only) on best practices on Incrementality Testing For Marketers.
Incrementality Testing Boosts Marketing ROI (forrester.com)

Last Two Reports

Data Tops The B2C Marketing Measurement Challenges (November 27th, 2023)

Data deprecation presents measurement challenges for B2C marketing executives. According to Forrester’s Marketing Surveys, 2022 and 2023, data quality and connectivity are among the top barriers preventing organizations

Testing, Testing: Use Incrementality Tests To Lift Your Marketing ROI (October 16^th, 2023)

B2C marketers are constantly challenged to demonstrate advertising and marketing effectiveness and quantify the impact of their tactics or programs. One approach to understanding marketing’s impact on the business is…

Questions

Preview the Streamlit apps from Roman – forecast calendar, scenario analysis, ability to measure uplift or offer guidance about how much to spend across channels – optimization techniques
Thoughts on Google delaying deprecation – 10% in 2024 – companies beginning to act? Heads in the sand?
Most companies still struggling to pull together cohesive data?
Even with the data – companies are still struggling measure success and double down in the areas that are working
Pitfalls and lessons learned?

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Biography

VP, Principal Analyst

Expert on creative, media, marketing, and in-house agencies, helping CMOs and business leaders make sense of the complex and ever-changing services landscape surrounding advertising, marketing, and consumer engagement.

Jay’s research explores the future of the agency sector, in-housing, media, and creativity.

Most Recent Interaction(s)

December 7^th, 2023 – Inq.

Shifting focus to higher level solutions
AI tools for medium size vendors to compete with bigger agencies
New models to deploy
All in one platform for data, intel, execution/ activation?

July 27, 2022 – inq.

Agencies and their interest in managing first-party data
Audience activation
The Open Internet is not as accessible as it was

Jay Pattisall

Latest/Most Interesting LinkedIn Post

Posted 1 month ago

It's time to move beyond AI fascination. Forrester's new Predictions report shows how the era of AI implementation will reshape the agencies in 2024. The hard work of adopting and implementing AI comes to the fore in 2024. It will facilitate a shift in agencies' model - from paying for services (people) to paying for solutions (people + platforms). It will accelerate new business as AI stewardship and brand safety becomes must-haves. It will reconfigure the agency market, driving more consolidation and radically reshaping specialist digital agencies. And more...
Predictions 2024: AI Accelerates Agencies' Shift To Solutions (forrester.com)

Last Two Reports

Predictions 2024: Agencies (October 31^st, 2023)

Marketing agencies face a pivotal year. Their efforts to apply AI to their processes, capabilities, and structures will shape their ability to evolve remuneration models from commoditized services to more valuable…

Lead Agency Partner Selection Using Forrester’s ABC Decisioning Tool (September 20th, 2023)

Forrester recommends B2C and B2B marketing executives streamline and lead agency selection using Forrester’s agency partner lifecycle approach. A critical step in initiating the lifecycle is assembling a buying group to aid with decisioning…

Questions

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Biography

VP, Research Director

Mike leads Forrester's CMO research team focused on the top issues and opportunities facing marketing executives — providing the vision and strategy today’s brands need to deliver on their expression of customer obsession.

His team of industry analysts publishes research, delivers thought leadership, and conducts client advisories on cutting-edge topics related to marketing trends, consumer behavior, brand strategy, advertising, creativity, digital transformation, and the agency landscape.

Most Recent Interaction(s)

July 6, 2023 – inq.

Continuation of conversation we had at CX- Doing more with less
Cost/ Mar-tech consolidation

June 14, 2023 – Forrester CX Event

Mike Proulx

Latest/Most Interesting LinkedIn Post

Posted 2 weeks ago

What do you think of Humane’s Ai Pin? Does it have a chance?
Humane’s Ai Pin Will Inspire The Very Device It Seeks To Replace (forrester.com)

Last Two Reports

Predictions 2024: Media And Advertising (October 31^st, 2023)

There’s new confidence building within the media world, thanks to generative AI (genAI) and stabilizing advertising revenues. B2C marketing teams are ready to “shake off” the last few years, after having been shackled...

Predictions 2024: B2C Marketing (October 25^th, 2023)

Questions

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Biography

VP, Principal Analyst

Serves customer insights professionals, covering customer analytics and artificial intelligence. 

His work helps organizations derive meaningful insights from customer data to attract and retain customers, increase customer loyalty and profitability, and inform product development and service delivery.

Research agenda includes artificial intelligence strategy with a specific focus on responsible and ethical AI.

Most Recent Interaction(s)

November 29^th, 2023 – Advisory on Intelligence

September 27^th, 2023 – Zeta Live Monberg x Purcell

September 19^th, 2023 – briefing on intelligence

February 7, 2023 – advisory

we’ve built-out capabilities where market is heading
most CDPs don’t have data

Brandon Purcell

Latest/Most Interesting LinkedIn Post

Posted 1 month ago

Here is Forrester's take on this week's Executive Order on AI from the White House:
Biden’s Executive Order On AI Focuses On Innovation Without Risk (forrester.com)

Last Two Reports

Anticipatory Experiences Require New Competency Superpowers (September 5th, 2023)

Anticipating customers’ needs and serving them proactively will create value for customers and help differentiate from the competition, according to the 80 digital business executives we interviewed. But delivering more invisible experiences is…

The Executive’s AI Primer (August 24th, 2023)

AI is critical for your competitiveness as it helps you transform any activity that involves data — i.e., every part of your business. All executives need to make strategic decisions about how and where to leverage AI technologies, but few…

Questions

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Biography

Joe is Vice president and principal analyst, serving B2C marketing professionals; leading expert on the intersection of marketing and technology. 

Joe's research focuses on exploring strategies for leveraging technology — including: enterprise marketing software suites,  customer analytics,  cross-channel campaign management,  customer data platforms, and identity management.

Most Recent Interaction(s)

July 26^th, 2023

Opp.Snap Webinar – Q&A went well
puppy; kittying- get CDP but you need to know what you’re doing
tech alone doesn’t solve everything
Everyone now needs or has a 1st party strategy

June 14^th, 2023 – Forrester CX Event

Joe has our analyst lead for our custom Opportunity Snapshot study

Study will have a formal press release (on June 21), and a Webinar on July 25
Top findings: marketing is broken – companies have too many systems and they mostly lack integration.

Joe Stanhope

Latest/Most Interesting LinkedIn Post

Posted 2 months ago

Low-code application development is a big deal, but how is it impacting marketing technology? John Bratincevic and I have published new research that explores the current state and potential for low-code app dev to power martech.
https://www.forrester.com/blogs/low-code-opens-up-new-opportunities-for-marketers-to-elevate-and-control-martech/

Last Two Reports

Predictions 2024: B2C Marketing (October 25^th, 2023)

The Identity Resolution Landscape, Q4 2023 (October 23^rd, 2023)

You can use identity resolution to manage data, personalize experiences, and generate insights. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use…

Questions

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Biography

Helps CMOs lead customer-obsessed strategies at their firms while also transforming their marketing functions to deliver brand experiences that are relevant to empowered customers. 

She focuses on marketing strategy, budgets, staffing, organization, and creating an operating model for customer obsession.

Most Recent Interaction(s)

October 23^rd, 2023 – inquiry on email evolution

September 12^th, 2023 – advisory

June 13, 2023 – Forrester CX Event

May 17, 2023 – Inq. – Companies more starting with ‘dry’ creative… then the right messages starting w/ value. Is consolidation happening? – We need email to shine – right capability made easy…

March 31, 2023 – Inq.- Shar interested in rise in RFPs – Q1 22 = 7, last 2 weeks (late March)= 11

Priorities

Improve CX (customer relationships)
Improve ROI (efficiency)
AI – what can it do for us?

Shar VanBoskirk

Latest/Most Interesting LinkedIn Post

Hasn’t posted in 2 years

Last Two Reports

The Identity Resolution Landscape, Q4 2023 (October 23^rd, 2023)

The Intelligent Approach To Growth (October 19^th, 2023)

Growth strategies that are customer led, insights driven, and connected will be more sustainable than any short-term growth hacks. Forrester calls this pursuit of business expansion intelligent growth. This report shows you how…

Questions

Hint at September Advisory; ask if she needs an update briefing (possibly in August)
Takeup of customer obsession ROI model
Discuss upcoming EMSP Wave – beginning late Q4 – hints at key features

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Biography

Principal Analyst

Xiaofeng helps B2C marketing and digital business professionals develop effective digital marketing and omnichannel engagement strategies for the Asia Pacific market.

Xiaofeng's research focuses on how to better understand the unique social, mobile, and digital behaviors of consumers in Asia Pacific and how to harness digital platforms like Alibaba and WeChat to drive awareness, engagement, and brand loyalty.

She is fluent in English and Mandarin.

Most Recent Interaction(s)

August 3^rd, 2023 – inquiry Ai strategy

Lots are doing multichannel vs cross channel
Lots of silos, marketing budgets
Multi-year contracts, legacy solutions, not easy to replace everything all at once

July 6, 2023

CDP Landscape (APAC)
nobody does mobile marketing well

Xiaofeng Wang

Latest/Most Interesting LinkedIn Post

Posted 1 week ago

The Beijing Internet Court's landmark ruling, which recognizes AI-generated content as copyrighted artwork, has sparked debates on its eligibility for copyright protection. As marketers increasingly adopt generative AI to enhance content creation productivity and unleash marketing creativity, they must address the risks of compromising brand differentiation, safety, and compliance. It is crucial for brands to establish a responsible generative AI strategy for marketing and implement clear guidelines for AI-generated content to safeguard brand differentiation, ensure compliance, and maintain safety standards.
Beijing court’s ruling that AI-generated content can be covered by copyright eschews US stand, with far-reaching implications on tech’s use | South China Morning Post (scmp.com)

Last Two Reports

The 3D Connected Consumer In 2023: Australia (October 3^rd, 2023)

Three dimensions — devices, platforms, and channels — define how people connect to the internet. That’s a big change from when internet speed and device type were the only factors defining how connected consumers were. To serve…

The 3D Connected Consumer In 2023: Metro China (October 3^rd, 2023)

Questions

Why do companies over index on tech?
Is the customer obsessed growth engine theory or technology?
Where should companies start?

22 of 37

Biography

Principal Analyst serving B2C marketing professionals.

Research focuses on enterprise marketing technologies, including cross-channel campaign management, marketing resource management, and real-time interaction management.

Rusty helps organizations ensure that their marketing technology investments underpin strategies to meet evolving customer expectations and align with overall business technology investments to win, serve, and retain customers.

Most Recent Interaction(s)

October 28^th, 2023 – advisory

Excited by Zeta, starting to change his perception
Partner introductions

May 28^th, 2023 – inq.

said he wasn’t sure how graphic would look which we don’t believe.
was focused on creating striation – but Zeta argues you get that from the scoring
heavily weighted email, mobile and commerce

Rusty Warner

Latest/Most Interesting LinkedIn Post

Posted 4 months ago

Jeff Lawson just kicked off Twilio #SignalConf in San Francisco. Check out the inspirational stories at Twilio.org.
https://www.twilio.org/

Last Two Reports

The Real-Time Interaction Management Landscape, Q4 2023 (November 13^th, 2023)

You can use real-time interaction management (RTIM) to recognize and understand real-time customer context, determine, and orchestrate the next best experience, and continuously optimize customer outcomes and business results…

The Forrester B2C Marketing Technology Alignment Framework (November 8^th, 2023)

Aligning marketing with business objectives requires an understanding of shared goals supported by a coordinated and optimized technology infrastructure. This report introduces a framework to overcome common alignment challenges and…

Questions

N/A

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Biography

VP, Principal Analyst

Brendan serves digital business strategy professionals and is an expert on consumer behavior and technology trends in the commerce engagement space.

He is also a noted authority on market developments and vendors that help deliver today's leading strategies and tactics in digital excellence.

Brendan’s research focuses on strategic initiatives and technologies that help companies win, serve, and retain today’s digitally savvy customers.

Most Recent Interaction(s)

October 31^st, 2023 – inquiry

May 31, 2022 – inquiry

writing a report on ‘Conditional Love’ – what it means to know the customer
covering Omni-channel retail – and expectations are strong – but reality is companies are doing just good enough – but aren’t great
big benefit to getting it ‘right,’ and tremendous cost to getting it wrong

Brendan Witcher

Latest/Most Interesting LinkedIn Post

Posted 2 weeks ago

It's Retail's make-or-break time of year, and so let's focus on what matters: GenAI. ;) But in all seriousness, I've been an analyst for 10 years, and each year I get asked, "how have consumer expectations changed in light of (fill in the blank)?" Wanna to know what will set expectations during 2024? Keep an eye on what retailers, brands, and commerce enablers (like Google) are doing with AI this holiday season to extrapolate what will be built upon in the coming 12-18 months, thereby causing these shifts in customer expectations that always seem to (but never do) come from out of the blue.
Po How to use Google Shopping to find gifts for people this holiday season (cnbc.com)

Last Two Reports

Predictions 2024: Retail (October 25^th, 2023)

In 2024, retail will face a number of challenges ranging from store theft to culture wars to the necessity of having generous return policies. Additionally, retailers must grapple with deciding which technology…

Predictions 2024: Digital Commerce (October 25^th, 2023)

In 2024, digital commerce will continue to see massive changes. Generative AI (genAI) will move into a valuable position for digital businesses, while cutting-edge tech like augmented reality (AR) will help a small number of firms improve…

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Biography

Distinguished VP Analyst

Gene Alvarez helps clients with their vision, strategy, business models for topics such as Composable Business, Composable Applications, Composable CRM, The Future of Applications Applications Modernization, CRM, Customer Experience, and Digital Commerce Technologies.

This includes topics such as CRM, Customer Experience Management, Customer Technology Platforms, Customer Engagement Hub, Customer Journey Mapping, digital business platforms, cloud, SaaS, and Digital Commerce technologies.

Most Recent Interaction(s)

June 9^th, 2023 – inq.

Roman talked thru the following – he didn’t get a full background on this before
Forecast calendar
Scenario Analysis
Business Outcomes (the labs dashboard) – maybe show this live…
Anything else from an AI standpoint

Gene Alvarez

Latest/Most Interesting LinkedIn Post

Posted 12/12

Generative AI can augment existing human creative capabilities in content marketing and significantly impact tech marketers’ productivity. Unlock the power of generative AI to improve and scale your content marketing operations.
How Tech Marketing Teams Are Capitalizing on Generative AI to Improve Content Marketing (gartner.com)

Last Two Reports

Gartner’s Top Strategic Predictions for 2024 and Beyond — Living With the Year Everything Changed (November 23^rd, 2023)

2023 was the year ChatGPT and generative AI unleashed massive creativity and productivity potential. But the breadth and depth of the innovation affects everything, and there is no simple path. This research offers insights for executive leaders into understanding how...

Leadership Vision for 2024: Technology Innovation (October 31^st, 2023)

Technology innovation leaders (CTOs, CIOs) should position technology innovation as a critical capability for organizational adaptability and resilience. Leverage trendspotting to anticipate future disruptions and evolve their capabilities to rapidly prototype solutions...

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Biography

VP, Analyst

Mr. Bloom's experience spans customer engagement, direct response, CRM, data management, analytics, web development and brand marketing roles, as both a Consultant/Strategist and Client-Side Team Leader.

He has developed and optimized marketing campaigns, as well as selected and implemented technology and advertising solutions for over 10 years.

Most Recent Interaction(s)

September 19^th, 2023 – briefing for MQ

May 16^th, 2023 – inq.

lot of tactical decisions being made outside of marketing, more data focused…
BB- Cloud DW tech…. There’s a lot of inattention to collaboration across functions – needs to be organized around customer. These competencies-

August 3^rd, 2022 – inq.

It’s not just data – it’s action ‘off’ the data – behavior we got off that.
what’s role of productized CDP (might not be better)
Customers want cohesion, and modular approach

Ben Bloom

Latest/Most Interesting LinkedIn Post

Posted 2 months ago

94% of marketing leaders believe #AI will be a regular part of marketers' tech stack within the next four years. My #GartnerMKTG colleague Nicole Denman Greene explores the impact of AI in a new article by Adweek.
These 6 Charts Show How Marketers Are Adopting GenAI (adweek.com)

Last Two Reports

Data Story: Gartner’s 2023 Marketing Technology Survey (October 20^th, 2023)

This interactive data story allows marketing operations leaders to explore how martech teams invest in, prioritize and use 26 marketing technologies in their martech stacks. Use this tool to visualize and benchmark your stack against industry peers and obtain feedback...

Critical Capabilities for Multichannel Marketing Hubs (September 26^th, 2023)

Multichannel marketing hubs create, orchestrate, execute and measure interactions across devices and channels. Digital marketing leaders should use this research to identify solutions that meet their customer profile management, personalization and analytical needs for...

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Biography

Sr. Director Analyst

Audrey Brosnan helps marketing leaders and digital marketers understand, evaluate, and optimize first-party marketing technologies to deliver results.

Their research analyzes how capabilities like multichannel marketing, journey orchestration, personalization, and customer data management contribute to successful digital marketing programs.

Most Recent Interaction(s)

November 1^st, 2023 – inquiry on multichannel MQ

May 16^th, 2023 – inq.

CDP v. MMH – plates moving like San Andreas – it’s like CDP – data cloud for professionals.
not a lot of innovation in making campaigns to journeys to next-best action
MMH is not getting a lot of attention, won’t subsume CDP, and questions often handled by a CDP
lack of channel-centricity is critical..
Marketing hub as a matrix – share common capabilities

Audrey Brosnan

Latest/Most Interesting LinkedIn Post

Posted 2 weeks ago

By 2025, 30% of outbound marketing messages from large organizations will be synthetically generated
Marketing AI: The Future of Smart Marketing | Gartner

Last Two Reports

5 Trends Transforming Multichannel Marketing Hubs (November 21^st, 2023)

Multichannel marketing hubs help digital marketing leaders deliver impactful campaigns and customer journeys. They remain foundational for many marketing teams, but high costs and low usage are prompting investigation of new approaches, like generative AI, to boost...

Data Story: Gartner’s 2023 Marketing Technology Survey (October 20^th, 2023)

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Biography

Lizzy Foo Kune is a VP Analyst, specializing in marketing data and analytics.

She co-leads the Gartner Futures Lab. Her research focuses on customer data management, including customer data platforms.

In addition, she covers marketing dashboard technology and reporting processes, and marketing analytics organization and operations.

Most Recent Interaction(s)

September 19^th, 2023 – briefing for MQ

April 14^th, 2022 – inq?

And her comment ‘CDPs can’t execute’ is incorrect. Zeta can do all the actions required of it in Gartner’s model.

April 5^th, 2022 – inq?

Martech survey

Lizzy Foo Kune

Latest/Most Interesting LinkedIn Post

Posted 2 months ago

Still stuck in that vicious “cycle of more”? Join us for our 4-day, virtual event series! We've got content planned to help you prioritize activities, identify high-impact AI use cases for marketing, and conquer budgetary pressures. Register now to join Gartner for Marketers for any one or all four sessions.
Agenda | Marketing Unleashed Series: Beat the Marketing Squeeze (gartner.com)

Last Two Reports

Gartner Futures Lab Podcast: The (Far) Future of Leadership (December 7^th, 2023)

The goal of a leader is to enable others to achieve the right results. Attaining that goal will be disrupted by the pace of innovation with emerging technologies. In this episode of Gartner Futures Lab, we explore what leadership may look like in the future.

Gartner Futures Lab Podcast (2023 Season) (September 27^th, 2023)

What does the future hold for us? What common wisdom should we challenge? Listen to the Gartner Futures Lab podcast, where we take out our crystal ball to prepare you for future scenarios and disruptions, and explore new ways for you to create your own tomorrow…

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Biography

Research VP in Gartner's Technology and Service Provider research practice. In this role,

He collaborates within a global team of analysts to research the emerging technologies and trends that are changing how businesses compete and shape the future of markets, governments, and society.

The focus of his research is to accelerate the pace of IT innovation and the positive outcomes recognized by business and society in the adoption of advanced technologies.

Most Recent Interaction(s)

October 4^th, 2023 – briefing on intelligence

Foundation models as a service
Foundation data – need to understand the datasets
Said we are doing awesome

April 2023 – inq.

‘It’s a glorious time to be a consultant working in AI’
Becoming land of legacy AI suites and AI-natives….

Eric Goodness

Latest/Most Interesting LinkedIn Post

Posted 12/12

Attention Tech providers! Our 2023 Tech Provider Generative AI survey is almost complete, with just two weeks remaining. We are seeking maximum participation to align insights relevant to multiple roles across tech providers, including Gartner for Product Marketing Teams, Gartner for Product Teams, and Tech CEOs. Don't miss out, take the survey now at:
https://lnkd.in/ekA2zWMe

Last Two Reports

Emerging Tech Impact Radar: Conversational Artificial Intelligence (December 14^th, 2023)

The conversational AI market is growing and evolving at an unprecedented rate due to generative AI pushing CAI capabilities into new domains. Product leaders face new risks and opportunities and must consider the timing and impact of CAI emerging tech in advancing...

Emerging Tech Impact Radar: Generative AI (November 16^th, 2023)

Generative AI solutions driven by foundation models will usher in a new era in computing and business. This Impact Radar identifies the key components that product leaders must understand to exploit GenAI opportunities and deliver value to clients.

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Biography

Michael serves as Vice President, Advisory, in the Gartner for Marketing Leaders practice.

In that capacity, he works with heads of marketing on driving transformation and change through investment in marketing operations.

He also advises client organizations on the optimization of marketing technology for journey orchestration, content operations, and marketing work management.

Most Recent Interaction(s)

May 18^th, 2023 – inq.

tech knows nothing about your company – until you feed it with signals – and at some pt you seed it efficiently – then tech should be suggesting signals…. People want to automatic journey orchestration - there’s so much manual effort.

Mike McCune

Latest/Most Interesting LinkedIn Post

Posted 1 week ago

Our data analysis shows that #marketing may be involved in too many collaborative workstreams and only exhibiting performative collaboration tactics. This is not reducing what we've termed "collaboration drag". Gartner is focusing on collaborative leadership in the 4th edition of our new LinkedIn newsletter.
https://www.linkedin.com/feed/update/urn:li:activity:7135266110345502720?source=BLD-200123&utm_medium=social&utm_source=bambu&utm_campaign=SM_GB_YOY_GTR_SOC_BU1_SM-BA

Last Two Reports

Right-Sizing Your MarOps Investment (November 14^th, 2023)

The majority of CMOs say they need to make significant changes to their organization — and they’re throwing large amounts of budget toward driving continuous improvement, transformation and change. But with impact often in question, CMOs must revisit their marketing...

CMOs Must Simplify Collaboration for Digital Growth (November 9^th, 2023)

Companies’ digital growth strategies have increased marketing’s dependence on other functions. This research reveals challenges with marketing’s typical role on complex, cross-functional initiatives and helps CMOs simplify collaboration and deploy resources more...

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Biography

Director-level analyst for Gartner for Marketers, based in London, UK. He is the KI Leader for the Industry Marketing Strategy and Execution KI in the marketing practice and serves as the marketing officer and multichannel marketing track manager for Symposium.

As an analyst, Mr. Moorut supports Gartner's clients in the retail industry with insights and guidance on various marketing topics, ranging from strategy to digital trends to marketing channel best practices.

Most Recent Interaction(s)

December 4^th, 2023 – briefing

October 23^rd, 2023 – inq.

October 31^st, 2022 – inq.

Sent him ZL video of General Mills
He indicated we should watch Webinar – benchmark on email
Co’s perhaps more focused on personalization and recommendations and better segmentation.

Matt Moorut

Latest/Most Interesting LinkedIn Post

Posted 1 month ago

Retail CMOs are in a race to unlock the benefits of generative AI, whether they know it or not. I had the opportunity to write for CMO Business Insider on the topic of #GenAI in #retail marketing. We'll follow that up with research on Gartner.com highlighting the most-promising use cases of the technology for retail CMOs. Watch this space!
Why Retailers Are Racing to Unlock the Benefits of Generative AI (businessinsider.com)

Last Two Reports

Predicts 2024: How AI Will Reshape Marketing (December 13^th, 2023)

Consumer and Cultural Top Trends for 2023 Future Consumer Digital Culture Trends: 2023 Strategic Planning Assumption: By 2028, brands will see their organic site traffic decrease by 50% or more as consumers embrace generative AI-powered search Analysis by: Matt...

Market Guide for Email Marketing (December 5^th,, 2023

Email marketing is a fundamental channel for digital marketing leaders, but choosing a technology partner is challenging, due to the similarity of promises made by vendors. Advance your email marketing program maturity by choosing the right provider to support your...

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Biography

Julian Poulter is a VP Analyst in the Product Marketer team providing a broad holistic view of the CRM market, the major CRM vendors and many go to market issues relevant to product marketers and tech CEOs.

His main focus areas are: Sales and Marketing technologies, Demand Generation and Sales Effectiveness working primarily high tech clients. In addition he covers account based marketing (ABM).

Most Recent Interaction(s)

November 27^th, 2023 – briefing on intelligence

May 30^th, 2023 – briefing

May 2^nd, 2022 – inq.

CDP definition has gotten convoluted
Overbuilt, some stick w/ suite, nobody understands CDP, and IT cringes. Gets 2 complex. Was sold as magic bullet.

April 3^rd, 2022 – inq.

CDP becoming a backbone architecture for x-crM (also comprised of VoC and PERS)

Julian Poulter

Latest/Most Interesting LinkedIn Post

Posted 12/13

The 2023 Gartner Hype Cycle for Emerging Technologies identifies 25 must-know technologies that will impact business and society over the next two to 10 years. Learn about what’s featured.
4 Exciting New Trends in the Gartner Emerging Technologies Hype Cycle

Last Two Reports

Forecast Analysis: Enterprise Application Software, Worldwide (December 7^th, 2023)

The worldwide enterprise application software market will reach $336.3 billion in 2023, growing at 12.0% in constant currency. The market will go on to reach $580 billion in 2027, with a constant currency CAGR of 13.4% (2022-2027).

Grow Revenue Through a Resilient B2B Martech Ecosystem (November 27^th, 2023

Scrutiny on martech ROI and utilization is top of mind for technology and service providers. Product marketers within TSPs should ensure key foundational martech components are optimized to meet goals, grow revenue and track impact.

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Biography

Principal Analyst covering marketing data and analytics.

She focuses primarily on helping clients increase marketing analytics maturity, improve KPI selection and dashboard processes, and prove the value of marketing to the organization.

In addition, she researches customer data management, including customer data platforms.

Most Recent Interaction(s)

September 19^th, 2023 – briefing for MQ

March 2023 – briefing

CDP usage dropped b/c of skills shortage

December 1^st, 2022 – inq.

Many CDPs – 3+, inc building own – using toolkits
Misconception of what CDPs are doing
Across several use cases

Rachel Smith

Latest/Most Interesting LinkedIn Post

Posted 1 month ago

Nearly 40% of respondents to Gartner’s 2023 CMO Spend and Strategy Survey said marketing is perceived as a cost center at their company, not a profit center. The logical question to then ask is… does it matter how my marketing org is perceived internally? And how much does it matter? Gartner found that #CMOs at cost center orgs are more likely to: Face pressure to cut marketing technology spend to deliver better ROI, Face pressure to “do more with less” to deliver profitable growth, Feel like they have to make significant changes to how they work to achieve sustainable results
We surfaced 3 key activities for CMOs to focus on to positively influence marketing's internal perception… any guesses to what they are? Gartner clients can read the full article (which includes a treasure trove of related Gartner research!) here: https://lnkd.in/geycV-64

Last Two Reports

Create 3 Data Maps to Improve Marketing Data Management (October 27^th, 2023)

Marketing operations leaders should use data mapping techniques to improve data management and advance data-driven decision making. Learn how to create and use three distinct maps to quickly align marketer decisions to data sources, integrate data and manage martech…

Strategic Prioritization Frameworks for Marketing Operations (October 26^th, 2023)

Budgetary pressure and expectations for efficiency require marketing operations leaders to make hard prioritization decisions. Use this research to select frameworks that will improve your decision making across four key areas: projects and activities, investments, data...

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Biography

Research Director with IDC covering Advertising Technologies and SMB Marketing Applications.

He brings a unique multidisciplinary perspective, evangelizing the innovative and pragmatic use of both martech and adtech solutions for companies of all sizes.

Author of the Omni-Channel Platform MarketScape.

Roger also focused on DSPs.

Most Recent Interaction(s)

November 27^th, 2023 – Inquiry

CTV
More in DSP
PERS- Indiviuationlization – recognize the individual
AI

October 27^th, 2023 – inquiry on MarketScape

Early 2023, maybe March? – briefing

why are AdTech and MarTech separate?
CDPS becoming like data lakes, activations become CDPs
CDP, DSP – not having to speak to MAP- factions running ads and emails

Roger Beharry Lall

Latest/Most Interesting LinkedIn Post

Posted 1 week ago

with #Marketing being the (2nd) ranked #AI use case in #IDC surveys... this comic probably hits home for a lot of my colleagues/clients/connections
Many Hats of the CMO cartoon - Marketoonist | Tom Fishburne

Last Two Reports

Microsoft Dynamics 365 Business Central adds AI functionality to empower SMB organizations for select parts of the front office (December 14^th, 2023)

On Dec 6th, Microsoft hosted an exclusive analyst session to showcase the new Copilot capabilities for Microsoft Dynamics 365 Business Central. Already utilized by more than 30,000 small-to medium-sized businesses worldwide, the new AI features make Business Central an even more appealing offering for smaller organizations. While the impressive ERP solution supports…

IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for Midmarket B2C Organizations 2023 Vendor Assessment (December 11^th, 2023)

… limited resources, embracing innovation, and striving to balance growth with ever-increasing regulatory demands. Their journey from one-size-fits-all campaigns to sophisticated marketing programs prepares them for the end goal of becoming data-driven, customer-centric enterprises in the future,” said Roger Beharry Lall, research director, Advertising Technologies and SMB Marketing Applications…

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Biography

Gerry is a Research Director with IDC’s Marketing and Sales Technology service where he produces competitive assessments, market forecasts, innovator reports, maturity models, case studies, and thought leadership research.

Most Recent Interaction(s)

October 27^th, 2023 – inquiry on MarketScape

September 27^th, 2023 – Zeta Live

September 14^th, 2023 – briefing on intelligence

September 6^th, 2023 – inq.

March 6, 2023 – dinner with David and Gerry

platform becomes AS important, many co’s coming FROM legacy
Too much noise created by GenAI
Zeta needs to obviate work done by other solutions- need PoC to out-maneuver other vendors- giving Zeta a huge advantage
Combo of ad + martech seems obvious

Gerry Murray

Latest/Most Interesting LinkedIn Post

Hasn’t posted in 2 years

Last Two Reports

IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for Midmarket B2C Organizations 2023 Vendor Assessment (December 11^th, 2023)

This IDC MarketScape aims to showcase the most effective omni-channel platforms that help brands to optimize engagement mediums based on buying stage, personal preferences, and transaction nature throughout the customer journey. Midmarket B2C

Amazon Ads Unboxed 2023: Connecting the Ad Ecosystem Across Media and Audiences (November 30^th, 2023)

… Ads has a significantly more attractive offering for a broader range of potential advertisers,” said Gerry Murray, research director, Enterprise Marketing Technology at IDC. “Amazon Ads is now much better positioned to gain…

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Biography

Research Director for Customer Data and Analytics and a member of the CX team at IDC.

David covers market trends in technology, data, business processes, and business models that firms utilize to gain insights from interactions to improve customer experience (CX).

Lead analyst for the worldwide customer data platform (CDP) software market.

Most Recent Interaction(s)

October 27^th, 2023 – inquiry on MarketScape

October 23^rd, 2023 – inquiry

July 13th, 2023 – inq.

B2C marketscape – Sept. kickoff
Customer intelligence and analytics
CX orchestration - Decisioning as a part of the automation
Not much discussing about the data anymore
CDPs are here because no one could pull the customer data together

March 6^th, 2023 – dinner with David and Gerry

David Wallace

Latest/Most Interesting LinkedIn Post

Hasn’t made an original post in 3 years

Last Two Reports

Twilio Layoffs in Data and Analytics Business: What is the Impact? (December 14^th, 2023)

Twilio announced layoffs of about 5% (approximately 300 people) of the 5,905 total employees as of September 30, 2023, with a $25-$35 million restructuring charge expected for Q4 2023. Most of the employee…

Market Trends for CX Tech Buyers, 4Q23 (November 17^th, 2023)

This IDC Tech Buyer Presentation illuminates key market trends from recent IDC global surveys, including digital leaders and followers, planned 2023 IT spending, recession scenarios, and the top technology initiatives that are most immune…

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