Daryl Wright

Sep 23, 2024 | forrester.com | Subhendu Pattnaik |Daryl Wright |Amy Hayes

Last week, Mavis Liew and I had the pleasure of hosting Forrester’s B2B Peer discussion session with a small group of CMOs from enterprises across the Asia-Pacific region. The private event format allowed an open and honest exchange about the challenges and opportunities these leaders were facing as they started planning their marketing budgets for 2025. It was an engaging conversation with a lot of interesting insights and perspectives.

Sep 20, 2024 | forrester.com | Maxie Schmidt |Daryl Wright |Maxie Schmidt-Subramanian

Forrester just published The European Net Promoter Rankings, 2024 with Net Promoter Scores℠ (NPS) for 60 banks across France, Germany, Italy, Spain, Sweden, the UK, Poland and the Netherlands. We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they interacted with in the past 12 months. We found that:Scores declined across the board.

Sep 20, 2024 | forrester.com | Maxie Schmidt |Daryl Wright |Jinan Budge |Maxie Schmidt-Subramanian

Each year, we calculate the business impact of improving CX Index by one point. For 2023, we published the results in the report How Customer Experience Drives Business Growth, 2023. The report includes the dollar upside of improving CX Index by 1 point for 12 industries: airlines, luxury auto manufacturers, mass market auto manufacturers, auto/home insurers, multichannel banks, direct banks, credit card issuers, health insurers, midscale hotels, upscale hotels, investment firms, and retailers.

Sep 19, 2024 | forrester.com | Daryl Wright |Amy Hayes |Laura Ramos

What I’m going to tell you is something that you already know. It’s not a surprise, it’s not a secret, and it’s something that we in B2B marketing have known for many years – the buyer has changed. We know that buyers buy in groups, we know that buyers are getting younger, we know they want to engage with us much later in the buying process, and we know that we have a gap between our old leads-based processes and what the customer is telling us that they want, and need, to buy from us.

Apr 2, 2024 | forrester.com | Phyllis Davidson |Paul Ferron |Daryl Wright

Lilacs, daffodils, and other spring flowers are blooming, and the moss between the rocks under the old magnolia tree is verdant and bright green. Similarly, change is in the air for content strategy. I found myself ruminating about content strategy while admiring the flowers in my yard upon my return from Adobe’s annual Summit in Las Vegas last week. The company released a slew of Adobe Experience Cloud and Adobe Creative Cloud announcements.