As a Senior Research Associate in the Customer Experience & Commerce Channel at 451 Research, a part of S&P Global Market Intelligence , Haley Brown contributes coverage to a range of customer experience software markets from both a qualitative and quantitative perspective. This includes mar-tech and digital commerce with particular focus on data-driven customer experiences, digital content and personalization. She also contributes to the design and writing of consumer and enterprise insight-driven survey products, the Voice of the Connected User Landscape (VoCUL) Connected Customer survey and the Voice of the Enterprise (VotE) Customer Experience & Commerce survey.
Prior to joining 451 Research in 2018, Haley graduated from Suffolk University with a BS/BA in Global Business and Marketing. She is fluent in German.
At Sitecore Symposium, the company's annual customer event, major announcements focused on infusing greater responsiveness and intelligence into workflows, harnessing the power of AI for a scalable data-driven content strategy, and accelerating the content lifecycle from creation to delivery.
At its annual Customer Experience LIVE event, SAP announced the launch of its own customer data platform offering, which will serve to strengthen the core of its CX portfolio with data-driven customer intelligence while complementing existing CX investments.
451 Research's Voice of the Connected User Landscape (VoCUL) conducts a population representative survey of US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. Topics covered in our Connected Customer end-user survey include spending and shopping expectations, adoption and usage of connected experiences, tracking of the ideal customer experience, digital payment utilization and preferences for online vs. in-store shopping experiences. It also includes tracking of millennials and other age groups, customer service behaviors and demand for new customer touchpoints. The Q2 2020 survey was fielded from April 2 to May 5, 2020 among approximately 5,000 respondents.
Cloud communications provider Twilio has announced its acquisition of customer data management startup Segment. Valued at $3.2bn, this is its ninth and largest deal so far. The target should allow it to infuse greater customer context and actionable information into the digital channels its cloud communication platform supports.
The company seeks to help businesses digitally transform their content experiences with its cloud-native content management hub, merging critical workflows for more seamless collaboration within the enterprise content ecosystem.
Combining 451 Research's industry-leading analysis with a proprietary global panel of IT and line-of-business decision-makers, Voice of the Enterprise: Customer Experience & Commerce tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. This survey wave was completed in January 2020.
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