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Customer Journey & Experience Marketing:

Omnichannel & Real-time Marketing

RESEARCH, ANALYSIS & TRENDS

As-a-Service Products and Processes and Tech-by-Wire are the most captivating pg 4

technologies in the years to come
Consumers demand more transparency when it comes to data privacy pg 6

There are many ways leading to a purchase pg 9

BEST PRACTICES & STRATEGIES

Investments in CXM pay off pg 11

How to choose the right omnichannel solution pg 12

Omnichannel can have a lasting impact on the consumer experience pg 14

Bringing complex content to the point is an art pg 16

Satisfied customers = corporate success pg 17

Success factors of online reviews pg 18
Opportunities for strategic call tracking in the customer journey pg 19

Enter the world of digital experiences pg 21

COMPANIES & CAMPAIGNS

Baozun expands presence in Southeast Asia to enable regional e-commerce growth pg 23

Strategically optimize the customer experience pg 24

TECHNOLOGIES & PRODUCTS

Nielsen includes YouTube measurement in Total Ad Ratings across Thailand, Indonesia pg 26
and the Philippines

New Yahoo mail app’s first-of-its-kind features pg 27

Real-time experiences strengthen customer loyalty pg 29

pg 32
APPOINTMENTS & ANNOUNCEMENTS

pg 35
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