Steve Earl


Sr. Director, Product Marketing

Improving the “employee journey” is key to optimizing the customer experience

October 23rd, 2014

Topics: Measurement, Optimization

I attended the Customer Experience Exchange for Financial Services a couple of weeks ago and had several in-depth conversations with executives responsible for customer experience. These were representatives from some of the largest banks and insurance companies in the U.S. Clearly, customer experience is top of mind for these companies and is considered a cross-functional

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Michael Wilson


Sr. Director, Product Management

What does it take to provide enterprise-class optimization? More than a pretty face.

October 20th, 2014

Topics: Featured, Optimization

In the early days of optimization, everything was about science and measurement. Solutions gladly exposed the fact that they support a/b/n, split and multivariate testing (proudly proclaiming support for not only full-factorial, but also Taguchi or fractional factorial). Reporting provided multiple reports with an ability to export or extract that data for further analysis in

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Customer engagement is not about befriending your customers – it’s about understanding them

October 15th, 2014

Topics: Featured, Trends

I read an interesting article in AdAge recently that served as a good reminder of just how hard it can be to market effectively across multiple channels. The piece rightly questions the notion put forth by marketers lately that consumers want to be “friends” with brands. The headline ­­sums up my point nicely: “Brands: Consumers

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Michael Wilson


Sr. Director, Product Management

A whopping 6.5 touch points: New white paper highlights the significance of travel shopping behavior

October 9th, 2014

Topics: Featured, Optimization

A couple months ago, PhoCusWright completed some illuminating research on the online behaviors of travel shoppers. They’ve compiled these findings and other interesting insights into the just-released white paper, “Touch and Go: Travel Planning Across Channels.” A portion of their research confirmed a premise we’ve appreciated at Webtrends for some time: the cross-channel consumer journey

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John Fleming


EMEA Marketing Director

New view into contextual personalization

October 1st, 2014

Topics: Featured, Optimization, Trends

Our just-released slideshare on contextual personalization tells the story of Jill and how marketers can avoid her spam folder. A recent survey in the UK found that brand spam drives consumers crazy. In fact, the average Brit has 260 unopened emails in his or her inbox. Fortunately, by using contextual personalization, companies have the opportunity

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Jeff Seacrist


VP of Product Management

New data opportunities abound for banks and other financial institutions

September 30th, 2014

Topics: Optimization, Solutions

Financial institutions have massive amounts of customer data available to them today, which offers the foundation for creating personalized, relevant experiences for their customers. But all this data can be overwhelming. It’s imperative to have an analytics strategy in place to identify genuine customer insights and implement marketing tactics based on that information. I recently

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