Merkle Hong Kong

Agility. Speed. Action. Join dentsu and Merkle at #Sokkō Virtual Summit this April 23-24 to discover how to put trends & strategies into action and make them real.    Honing in on dentsu’s Japanese heritage, we will draw on the philosophy of Sokkō (meaning qualities of agility and speed in Japanese) and unpick how CMOs and marketing leaders can embrace uncertainty and drive growth. Our brilliant leaders from across the APAC network will delve into the foundational forces for success to master the Now, and navigate the Next.    Register now for this unmissable virtual event! https://lnkd.in/gSZxTxRv     #SokkōVirtualSummit #ThoughtLeadership #CustomerExperience #StrategyInAction #VirtualEvent #InnovateWithdentsu #Executivemindset #ActionableStrategies #Growthmindset 

#Sokkō by dentsu, a first-of-its-kind virtual summit that brings together the best minds across APAC!  Register here: https://lnkd.in/gSZxTxRv What are customers looking for in 2024 and what have they come to expect? More than ever, customers know exactly what they want, where to get it, and how long it should take. Based on our latest proprietary research #CXImperatives2024, there is a clear divide between what customers expect and what they experience. Uniting this chasm can be an arduous yet rewarding task for brands, if done right. But how should brands proceed to take this complex step? Is it by employing new tech? Focusing on driving transformation programs? 💡 Come learn CX imperatives to build actionable frameworks that bridge the customer expectation gap. Join our 2-day Sokkō virtual summit and take home:    •    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.     Register now to hear from our fantastic line-up of speakers, from award-winning creative strategists, seasoned CXM veterans and C-level executives who work on the biggest brands in the world!  https://lnkd.in/gSZxTxRv   #SokkōVirtualSummit #ThoughtLeadership #CustomerExperience #StrategyInAction #VirtualEvent #InnovateWithdentsu #Executivemindset #ActionableStrategies #Growthmindset 

Super #MerkleProud to be a finalist of IAB Hong Kong Digital Awards 2023 - Best Use of Data & Insights category! Our shortlisted campaign O2O Analytical Project & Activation seamlessly integrates online media data, web behavioural data, and digital plus physical store transaction data, to empower our client Shiseido with the tools to overcome key business challenges and understand how their customers experience the brands across touchpoints. The awards will be announced on 13 March 2024 (Wed). Stay tuned and please fingercross for us! 🤞🏻 #awards #win #clientsuccess #casestudy #analytics #customerexperience #experienceeconomy #agency

新年快樂！期待龍年繼續與您共同前行，邁向卓越。🚀 祝福大家身體健康﹑闔家平安幸福。龍來運轉，業績不斷！ As we usher in the Year of the Dragon, we want to extend our warmest wishes for a joyous and prosperous New Year! 🐲 We wish you abundant fortune, robust health, and a wealth of opportunities. We look forward to continuing to explore new digital frontiers and achieve customer experience excellence with you! #LNY2024 #CNY2024 #YearoftheDragon #wishes #opportunities #growth #innovation #consultation #agency

💥📣 #MerkleProud to present the 2024 edition of Merkle's annual flagship report The CX Imperatives! Unlike past reports, this year we surveyed 2,100 consumers and 820 brands across 18 countries, to bring you consumer insights on #AIinMarketing, #CustomerPreferences on #DataUsage, and adoption of #EmergingTechnologies.   This year's research reveals that as technology advancements accelerate and consumer expectations evolve – customers yearn for greater control and influence over the way brands market to them. Here are some quick APAC-relevant findings:   ❗A whopping 85% of consumers in APAC found personalised product or service recommendations impactful on their brand experiences.   ❗As younger consumer bases mature into adulthood and a growing share of digital natives fuel the economy, consumers are increasingly comfortable trusting brands with their personal data (51%), while the rest remain neutral (29%) or skeptical (21%).   ❗On average, only 2.5 sources of information influence a consumer’s brand decision. Brands don’t have the margin of error they once did. It is critical that they embrace and support this new wave of empowered consumers and ensure to deliver the customer experiences that improve their customers’ lives.   Based on our research, we urge brands to uphold six imperatives to deliver exemplary customer experiences:   1️⃣ Understand CX fundamentals from the customer’s point of view. 2️⃣ Use customer data for the customer’s benefit. 3️⃣ Use ethical AI to create convenience and build trust. 4️⃣ Meet the customer’s need for live human interaction. 5️⃣ Focus on the post-purchase experience. 6️⃣ Experiment with emerging technologies to invent new forms of customer empowerment.   As our APAC Chief Operating Officer Chris Webb says, “Today’s consumers have more control and buying options. It is not enough for brands to merely follow trends, but to unravel what ‘excellent’ customer experience means and to what actions it translates. Personalisation is just the first step; genuine customer empowerment calls for authentic connections and experiences that arouse emotions within customers and resonate with them."   “This research provides a clear picture around the factors that impact consumers’ decisions and where brands should capitalise their investments to build stronger relationships. With real insights, brands that wish to achieve customer experience excellence can make informed decisions to keep pace with customer’s evolving expectations and provide a positive and connected experience across multiple touchpoints.”   To read the full report, please visit here: https://lnkd.in/gprWM-j8   #CXImperatives #ConsumerInsights #AIinMarketing #Data #EmergingTech #CustomerExperience #GlobalCX #ConsumerTrends #MerkleImperatives #report #research #ebook #thoughtleadership #customerpreferences #consultancy

Thank you MarketingMag for featuring the article from Patrick Deloy, Merkle's Managing Director of APAC Experience & Commerce, about making the most of your eCommerce tech stack in 2024!   2024 will continue to see the AI wave driving a new epoch of tech innovations. It is tempting for eCommerce professionals to throw different AI tools at the wall and see what sticks. While that might work for some people, AI solutions are not the magic bullet to solve all business problems and achieve growth. Chances are, brands might be able to maximise sales margin simply by taking a hard look at their current tech stack, optimising the use of owned digital assets, and making informed decisions based on customer data.   In a nutshell, Patrick suggests:   💡 Audit your existing digital assets:  Before investing in new technology, evaluate your current assets like website design, shopping experience, customer data, marketing campaigns, and content strategies. This will help you understand what’s still valuable and what needs optimisation.   💡 Structure your customer data:  Brands often have essential customer data from various touchpoints. Structuring this data with a customer data platform (CDP) can transform it into actionable insights for a personalised customer experience.   💡 Be cautious with new technology:  It’s tempting to be an early adopter of new technologies, but innovation comes with risks. Ask yourself questions like whether the innovation creates an opportunity to engage your customers in a differentiated way, or if you can innovate with the data, technology, and personnel you already have.   💡 Build your eCommerce foundation:  Prioritising eCommerce tools amid constant technological advancements can be challenging. Decision-makers need to establish fundamental integrations between their systems.   Remember, making the most of your e-commerce tech stack is not just about adopting the latest technology, but about understanding your current assets, structuring your data, and building a solid foundation.   Read the full article to learn more: https://lnkd.in/gWdCAREg   #ecommerce #techstack #eCommerceTechStack #2024TechTrends #ThoughtLeadership #TechInnovation #eCommerceStrategy #DigitalTransformation #CustomerExperience #MediaCoverage

💡Fun fact - do you know B2B eCommerce is almost three trillion dollars larger than B2C eCommerce worldwide and across all categories?   Merkle conducted a 6-month, deep-dive global programme to analyse the impact of everything from AI and government regulation to shifting consumer expectations on the future of the digital economy. The resulting report 𝐁𝟐𝐁 𝐅𝐮𝐭𝐮𝐫𝐞𝐬: 𝐓𝐡𝐞 𝐕𝐢𝐞𝐰 𝐟𝐫𝐨𝐦 𝟐𝟎𝟑𝟎 identified major seismic shifts that all point to one fact - the B2B digital economy is on the brink of a major transformation.   🌪️ Seismic shift #1: Machine-to-Machine Commerce Future transactions will be increasingly automated, and AI – buyer AI directly transacting with brand AI – will be more common. We expect one-third of all B2B digital commerce (eight trillion dollars) to be driven by machines connecting, making choices, and making purchases without human involvement.   🌪️ Seismic shift #2: Marketplace Model Dominance We also identified a dramatic move to marketplaces. We analysed that roughly 60% of all B2C consumer commerce runs through a marketplace (over $3 trillion).   Comparatively, less than 15% of B2B digital commerce runs through a marketplace. By the end of the decade, marketplaces will capture up to 50% of all B2B digital commerce.   There are multiple reasons for this shift. Scaled businesses starting to build their marketplace models. Small and medium B2B businesses are more comfortable selling on marketplace platforms like Amazon Business or Alibaba. Also, there's a growth in highly specialised vertically-oriented marketplaces for complex industries (like chemicals and manufacturing parts) to digitise and intermediate the traditional sales process.   🌪️ Other Shifts and Looking Forward In the data-driven era, traceability of goods and services is becoming a primary factor in purchasing decisions. With tech innovations, we're also seeing a transformation in the production of goods that’s driven by AI, 3D printing, and synthetic biology.   🧠 We believe the strategy to stand out is not a one-size-fits-all solution, but is unique to the context of each brand’s business. That's why we provided a set of questions for businesses to test if they need or are ready for a digital transformation journey.   Try to answer our questions and see where your business is in the DX roadmap!   https://lnkd.in/eyuGJmtp #B2Bdigitaltransformation #datadrivenCX #customerexperiencemanagement #Fortune1000 #personalization #datadrivenmarketing #B2Bgrowth #customerexperience #ExperienceandCommerce #commerce #digitalcommerce #ecommerce

📈 It is no longer adequate for brands to rely solely on demographics to analyse their customer data. Today's customers expect a high degree of personalisation in everything brand communication, from the brand visuals and messages to the timing and manner in which content is delivered. Brands need to embrace contemporary customer segmentation to utilise customer data in a more refined and impactful manner. Our latest booklet, "A Guide to Customer Segmentation", is a simple and straightforward resource to learn about segmentation, particularly how AI can elevate it: ➤ What is segmentation?  ➤ The different types of segmentation ➤ Segmentation in action ➤ How AI can help scale segmentation 📚 Download now: https://lnkd.in/gUGSGhxD #Segmentation #CustomerSegmentation #Personalization #DataDrivenInsights #CustomerExperience #TargetedMarketing #CustomerData #DataAnalysis #Marketing #SegmentationStrategies #MarketingTrends

We're starting 2024 with a BIG BANG! 💥 Merkle is named a Leader in four reports by two prominent research firms, IDC and Everest Group!    🏅 IDC MarketScape: Worldwide Experience Design Services 2023-2024 🏅 IDC MarketScape: Worldwide Experience Build Services 2023-2024 🏅 Digital Interactive Experiences (IX) Services PEAK Matrix® Assessment 2023, North America  🏅 Digital Interactive Experiences (IX) Services PEAK Matrix® Assessment 2023, Europe. Merkle's inaugural inclusion in these evaluations is a significant milestone. We are truly #Merkleproud to have received these recognitions that highlight our expertise in driving the experience economy with our comprehensive customer experience (CX) services.   Merkle's global head of experience and commerce Holden Bale marks, “We are honoured to be recognised as a Leader by both Everest Group and the IDC MarketScape. We believe these recognitions validate Merkle’s commitment to powering the experience economy and enabling brands to deliver holistic, market-leading experiences for their consumers and employees. For our thousands of engineers, designers, strategists and business analysts, delivery professionals, CRM and loyalty experts, and data analysts and scientists, this recognition acknowledges their outstanding work while further fueling our pursuit to be the most trusted experience transformation partner for leading brands globally.”   Read the press release here: https://lnkd.in/g-_kJ-e3 #MerkleCX #MerkleCommerce #IndustryLeader #IDCMarketscape #EverestGroup #analyst #CustomerExperience #InnovationInCX

🎉 Happy New Year! 🎉 Warm wishes to our clients, partners, and friends on LinkedIn (you!) across the world. Thank you for being a valued part of our journey last year.   In 2024, we are excited to continue driving customer experience excellence, unlocking new opportunities and making a lasting impact with you. Let's make this year a resounding success.   Here's to an extraordinary New Year filled with limitless possibilities and remarkable accomplishments! 🥂 #newyear2024 #customerexperience #digitaltransformation #agency #growth #success #resolutions