Merkle Singapore

🚀 Is your organisation leading the CX race or falling behind?

In today's fast-paced digital landscape, meeting consumer expectations isn't just important - it's crucial. Yet, some organisations are still struggling to keep up.

Merkle's second 2024 CX Imperatives report surveyed 820+ business executives to uncover the secrets of CX Leaders:

➤ What sets them apart from the competition?
➤ How are they redefining customer experience?
➤ What strategies can you adopt to join their ranks?

Discover the key characteristics that separate the pioneers from the pack and learn how to transform your CX strategy for unparalleled success.

Don't let your organisation fall behind. Elevate your CX maturity and stay ahead of the curve!

🔗 Read the full report: https://info.merkle.com/2024-CX-Imperatives-What-CX-Leaders-Do-Differently

Merkle's recent survey on consumers’ needs revealed that consumers want cost-effectiveness, convenience and consistency from their brand experiences.

While consumers are generally comfortable sharing their data with brands, they are less confident that it is used to improve their experiences.

This leaves room for brands to improve their use of customer data to deliver seamless, cross-channel experiences, which can only be made possible with a single view of the customer enabled by technology.

Find out what mature customer experience (CX) organisations do to excel in their strategies in the article here: https://www.campaignlive.com/article/customer-experience-sets-leading-practitioners-apart/1877162

Merkle is excited to present the edition of our research part two: 𝐖𝐢𝐧𝐧𝐢𝐧𝐠 𝐢𝐧 𝐓𝐨𝐝𝐚𝐲'𝐬 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐄𝐜𝐨𝐧𝐨𝐦𝐲: 𝐖𝐡𝐚𝐭 𝐂𝐗 𝐋𝐞𝐚𝐝𝐞𝐫𝐬 𝐃𝐨 𝐃𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭𝐥𝐲!

🔗 Download here: https://info.merkle.com/2024-CX-Imperatives-What-CX-Leaders-Do-Differently

While our first report focused on consumers' expectations, in this second report, we surveyed more than 820 business leaders, of whom 33% are from APAC, to uncover their top priorities and behaviours through the lens of consumer expectations.

Our research revealed five levels of CX maturity, and insights about how leading CX organisations execute their CX strategies, apply customer feedback, and utilise technology including AI.

Explore the ins and outs of these CX Leaders' customer experience strategies and elevate yours by downloading our report today!

is the foundation for accurate, measurable, and deeply personalised customer experiences, and the capabilities of the tech stack enable this.

Uncover the various layers of identity within the tech stack from data and infrastructure, and AI, orchestration, content and commerce to experience: https://www.merkle.com/en/merkle-now/articles-blogs/2024/how-identity-fits-into-the-tech-stack.html

Last week, we had the privilege of hosting our client Leroy Chua from The Coffee Bean & Tea Leaf® and MarTech partners Zainal Abidin from Braze, Allan Tran from Twilio Segment, and Byron Munson from Supermetrics for an engaging panel discussion.

Moderated by Merkle Singapore’s Shaun Au Yong, the conversation was fuelled with many interesting insights on CX, loyalty, data and MarTech.

Key Takeaways:

🎯 Start with the end in mind: Set clear business objectives and understand the challenges you're trying to solve.

⚡ Define your data strategy: Don’t just collect - understand its purpose, why you need it, the questions you hope the data can answer and what you are trying to measure.

💡 Build clear use cases: Know exactly how to leverage your technology for maximum impact.

🔗 Buy what you will use and use what you bought: Ensure your tools and use cases are fit for purpose. Understand platform limitations and use them as intended. Build a stack with platforms that integrate well together, with each tool playing a unique complementary role.

💯 Don't overlook the people: Secure C-level buy-in, involve your finance team early, align stakeholders with your vision, and build a strong support team.

⏳ Old Processes + New Technologies = Expensive Old Processes: Process transformation is needed to extract the best value from your martech investments.

⏰ Break it down into phases: Create a phased approach with different milestones.

🌟 Lastly, in orchestrating the total , brands must remember that their customers desire to be treated as individuals with nuanced needs, and not just another number.

Want to uncover these insights further? Reach out to us for a discussion: [email protected].

Quantifying the ROI of investments continues to be a challenge across all industries.

Here are 4 ways to extract the best value out of technologies:

1. Understand priority business use cases
2. Assess current utilisation and the maturity of data infrastructure and tech stack
3. Standardising performance indicators
4. Correlate technologies with a projected value score

Read more from this Spiceworks article: https://www.spiceworks.com/tech/it-strategy/guest-article/getting-more-value-from-tech-investments/

With evolving customer expectations, how do brands and organisations cut through the clutter to improve and retention?

Join us for an exclusive in-person event on 20 June to learn all about delivering a personalised brand experience with data and tech!

Industry experts Leroy Chua, Zainal Abidin, Byron Munson and Allan Tran will be sharing their views in a candid discussion, moderated by our very own Shaun Au Yong.

Want to join us? Seats are limited! Request your invite here: https://info.merkle.com/l/579173/2024-06-14/fkpxsj

We had a blast at Singapore last week!

It was great to meet like-minded marketers and industry colleagues to discuss challenges in the customer engagement landscape.

Do you wish to further the conversation on delivering a consistent and personalised brand experience for your customers?

We’ve got the event just for you. Happening on 20 June, we’ve curated an exclusive conversation on unifying omnichannel CX with MarTech to boost loyalty, retention and engagement.

Reach out to us for an invite: [email protected].

Last week, we had an amazing time at the event with Salesforce! Over two exciting days, we shared with attendees about the following:

✅ Finding the generative sweet spot.
🚀 Helping organisations map out their AI goals.
🔎 Identifying areas of AI engagement to boost growth, efficiency, personalisation, and capability building.

We're celebrating 20 years of partnership with Salesforce and are ready to help you harness the power of Salesforce Platforms.

Let's unlock new possibilities together: [email protected].

Any business can implement technology, but the most successful ones align their hashtag to drive a unified business strategy.

Have you got these fundamentals in place to orchestrate customer experiences at scale?

📈 First-party data to activate the experiences
🆔 Identity to bring the data together and build customer profiles
✅ Data democratisation across the organisation

Find out more: https://www.merkle.com/en/merkle-now/articles-blogs/2024/the-fundamentals-for-organizing-your-tech-stack.html

Want to build your martech stack? Reach out to us: [email protected].

We had an incredible time as a Platinum Sponsor at Salesforce World Tour Essentials Singapore 2024!

It was great to learn about and CRM at the sessions and to connect with fellow Trailblazers at our booth.

Prakash Kamdar, CEO, Clients & Solutions, SEA, and CEO of , joined us to welcome guests at our exclusive networking hour, where we had the opportunity to meet and engage with C-suite executives.

As Salesforce’s leading Global Agency Partner with 20 years of experience as a Salesforce Partner, discover how Merkle can empower you to leverage Salesforce’s platform capabilities.

Connect with us now: [email protected].

What’s the best way to create meaningful customer relationships?

Orchestrating intelligent cross-channel experiences can enhance and maintain consumer engagement by allowing brands to:

✨ Understand their customers
✅ Leverage the right channel for the right message
💯 Offering value beyond products

Get more tips on how to form stronger brand-to-human interactions in our Merkle blog: https://www.merkle.com/en/merkle-now/articles-blogs/2024/from-basic-to-bonded--how-brands-should-leverage-cross-channel-e.html

From Basic to Bonded: How to Use Cross-Channel Strategies to Engage Your Customers To build real relationships, brands must treat customers like friends. Learn how cross-channel engagement is evolving and ways you can use it to strengthen customer bonds.

We joined dentsu for its anchor volunteer event and spent a meaningful morning clearing litter from the waters of Singapore's Marina reservoir.

Together with our dentsu colleagues, we helped to clear a record of 166kg of litter this year.

It was a rare opportunity for us to spend time away from our desks and to learn more about Singapore's water resources through this volunteer event. ⭐️

A move away from the reliance on third-party cookies to marketing brings numerous benefits for businesses.

Enhanced by cloud-based solutions, cookieless marketing allows brands to:
📋 Take ownership of data
😊 Understand their customers on a deeper level
🚀 Empower their customers through consent
🔏 Address privacy concerns more easily

Read the article here to discover opportunities presented in the cookieless era.

Cookieless Marketing is a Good Thing – and the Cloud Makes it Easier | Cloud Computing & SaaS Awards By Gerry Bavaro, Chief Strategy Office at Merkle. Merkle were shortlisted in the 'Most Innovative Use of Data in the Cloud' category at the 2023/24 Cloud Awards. Whispers of a cookieless future have haunted our industry for years now - a move away from traditional third-party cookies, to a more libe...

📢 Have you registered for , our first-of-its-kind virtual summit in APAC?

Sanchit Mendiratta, Managing Director of Merkle Singapore, will discuss how brands can understand CX fundamentals from the customer’s point of view and use customer data for the customer’s benefit.

Don't miss his session on 24th April, 1-2pm SGT!
Register now: https://info.dentsu.com/sokko-merkle

to win Best Dressed Team at Dentsu Singapore's Hari Raya Aidilfitri celebrations! 🎉

Unlock your brand's potential with integrated technology for seamless at scale! ✨

Discover how to organise your tech stack to drive a unified business strategy that meets the present needs while maintaining flexibility for the future.

Discover how to align your technology with:
🆔 Identity
📊 Data & Infrastructure
📶 AI & Analytics
⚙️ Orchestration
🛒 Content & Commerce
🌟 Experience

Download Merkle's interactive guide now: https://www.merkle.com/en/merkle-now/ebooks/2024-tech-stack-.html

Reach out to us: [email protected].

What fosters customer loyalty? Merkle surveyed 1,500 consumers to uncover top factors such as excellent customer service, consistent customer experience, and an attractive loyalty program.

Find out how consumers responded to questions regarding:

- the effects of data privacy and AI
- demand for loyalty programmes
- benefits of financial incentives
- brands using their data

Download the 2024 Loyalty Barometer Report now: https://www.merkle.com/en/merkle-now/ebooks/2024-loyalty-barometer-report-.html

2024 Loyalty Barometer Report The 2024 Loyalty Barometer Report uncovers what consumers want and how marketers can build their loyalty strategy to meet evolving customer expectations.

Don't miss out on our first-of-its-kind virtual summit, Sokkō by dentsu, which brings together the best minds from across APAC!

More than ever, customers know exactly what they want, where to find it, and how long it should take. Merkle's latest CX Imperatives 2024 highlights a gap between customers' expectations and the reality they experience. Uniting this chasm can be an arduous yet rewarding task for brands if done right. But should brands employ new martech or focus on driving transformation programmes to bridge the divide?

In the session on 24th April (1-2 pm SGT), our experts Sanchit Mendiratta, James Li and Lucinda Acheson, will discuss the CX imperatives that will help your brand deliver on these expectations, and provide you with actionable frameworks that you can apply immediately.

Register now to hear from our speakers:
https://info.dentsu.com/sokko-merkle

💡 Expect to leave Sokkō with:
• A fresh perspective from our inspiring agenda, specifically curated so you can pick and choose the sessions most relevant to you.
• Actionable strategies for growth and adapting to change with agility.
• Beyond the sessions, Sokkō will provide you the opportunity to connect (or reconnect) with our experts. By special invitation, you'll get customised advice and tips to drive your brand forward in today's dynamic market.

With the slew of emerging technologies and solutions in the market, it can be tempting for brands to jump on the bandwagon and invest in the next new thing.

Merkle surveyed 2,100 consumers and 800 brand professionals globally to determine their perceptions of emerging solutions and here is what we discovered:
· Security and surveillance are top consumer concerns with AI.
· Not all emerging technology is created equal.
· Brands must focus on delivering value and improving consumer experiences when using consumers' personal data.

Explore these takeaways from our recent research report on in The Drum's article: https://www.thedrum.com/profile/merkle/article/when-it-comes-to-ai-use-listen-to-your-customers-1

Why are -driven experiences so important? 🌟

With the disappearing marketing funnel, diminishing attention span and third-party cookie deprecation, brands must truly understand their customers to craft unforgettable experiences that connect.

Find out how person-based IDs empower brands to uncover their audience's unique desires and connect the dots across various platforms, formats, and moments.

Download the ebook now: https://www.merkle.com/en/merkle-now/ebooks/identity-powered-experiences--how-to-make-your-customers-feel-se.html

Consumers who feel emotionally connected to a brand are more likely to be loyal advocates. However, the emphasis on digital interactions may overshadow the importance of human emotions and personal connections in brand-consumer relationships.

Holden Bale, Merkle's Global Head of Experience & Commerce, shares why it's important to know your consumers and their top needs to connect with them and build :

Council Post: How To Rekindle The Lost Art Of Emotionally Connecting With Consumers When brands can create an emotional connection with consumers, it creates trust and deeper engagement between them, driving long-term relationships and overall success.

We partnered with Tealium to host a fireside chat with Nexus Chay from Razer Inc. and Shaun Au Yong from Merkle Singapore last week.

Thank you for the active participation and lively Q&A discussions on:

⚡Challenges in implementing a
✔️Key factors for a successful implementation
💡Managing stakeholders in a CDP purchase
💯Extracting value out of a CDP and justifying its ROI

If you are interested in learning more about enhancing your stack with CDPs, contact us at: [email protected].

Our valued partner, Tealium, has been named a Leader in the inaugural Gartner® Magic Quadrant™ for Customer Data Platforms.

Find out why Tealium is recognised for its ability to execute and its completeness of vision in a copy of the report here: https://tealium.com/lp/gartner-magic-quadrant-2024/

Gartner Magic Quadrant 2024 Gartner, Magic Quadrant for Customer Data, Lizzy Foo Kune, Rachel Smith, Ben Bloom, Suzanne White, Adriel Tel, February 14th, 2024. This graphic was published by Gartner, Inc, as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is...

How can we grow our loyal customers, keep them engaged and eventually convert them to become advocates?

We surveyed 1,500 consumers to find out what drives and here are some takeaways:

- Year-over-year trends are stable, but data privacy concerns and AI will change the landscape.
- Consumer demand for loyalty programs remains high.
- Financial rewards must anchor program value exchanges.
- Consumer distrust around using their data will erode loyalty program value.

Read the report to find out more:

https://www.merkle.com/en/merkle-now/ebooks/2024-loyalty-barometer-report-.html

Connect with us: [email protected].

2024 Loyalty Barometer Report The 2024 Loyalty Barometer Report uncovers what consumers want and how marketers can build their loyalty strategy to meet evolving customer expectations.

Our Lunar New Year celebrations with dentsu Singapore to welcome the Year of the Dragon 🧧🍊

How can we maintain user while optimising ad performance?

In the ever-changing privacy landscape, advertisers face challenges stemming from regulatory changes, browser updates and gaining user trust.

As the advertising landscape moves towards a privacy-focused future, Google’s Privacy Solutions Toolkit offers these alternative solutions for advertisers:

✨Server-Side Tagging (sGTM)
✨Enhanced Conversions (EC)
✨Consent Mode (CoMo)
✨Digital Markets Act (DMA)

Read the blog to find out more: https://www.merkle.com/en/merkle-now/articles-blogs/2023/decoding-online-privacy-with-google-s-privacy-solutions-toolkit-.html

Get in touch with us for all your data privacy and advertising requirements: [email protected].

Decoding Online Privacy with Google’s Privacy Solutions Toolkit In the ever-changing landscape of online data privacy, advertisers face challenges stemming from regulatory changes, browser updates, and the erosion of user trust. The introduction of data protection policies like GDPR, CCPA, and the upcoming Digital Markets Act (DMA) has led to the implementation....

“You can lose a consumer’s trust on one bad interaction. This is less likely to happen if your data is complete, up to date, treated responsibly, and shared across your organization," says Global President of Merkle, Pete Stein.

Learn how brands can embrace data transparency to enhance in this Metaverse Post article: https://mpost.io/rising-consumer-concerns-over-data-privacy-and-security-drive-urge-for-responsible-cx-practices-says-merkle-ceo-pete-stein/

Rising Consumer Concerns Over Data Privacy and Security Drive Urge for Responsible CX Practices, says Merkle Global President Pete Stein Pete Stein, Global President of Merkle shed light on the ethical approach brands must embrace when using AI and data technologies to ease CX.