As an Associate Research Analyst 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.
The commerce startup aims to help midsized direct-to-consumer brands 'go headless.' Nacelle's architectural approach allows merchants to gradually transition to a headless e-commerce implementation, mitigating some of the cost constraints and risk traditionally associated with replatforming.
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 March 2021. This report was published in four cumulative chapters over a period of weeks. As of 9/13, this report contains parts 1, 2, 3 and 4 of 4.
Understanding the strategies and technologies that drive engagement and loyalty among consumers who are willing to pay a premium helps to chart a path for brands and merchants to deliver on their retention-oriented customer experience business objectives. With the rise in digital experiences, businesses are expected to reshuffle the proverbial deck of priorities to implement technologies that drive stickier relationships and competitive differentiation.
The company's set of CRM tools is a vital part of the plan to sell its suite of cloud applications and cloud platform services. The latest Sales Cloud release 21C aims to help sales reps sell more, in the hopes of addressing the historically low adoption of SFA systems. Oracle anticipates offering a product that sales reps actually embrace for new opportunities to upsell and cross-sell products.
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, Trust & Privacy survey include spending and shopping expectations, adoption and usage of connected experiences, sentiments around privacy and security, 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 2021 survey was fielded from April 1 to April 26, 2021 among approximately 1,260 respondents.
At its recent SAPPHIRE NOW event, SAP highlighted its plans to address the emerging needs of its customers in light of the recent growth of digital-first engagement. Notably, the company shared updates to its customer data platform, launched in the second half of 2020, and announced its new SAP Upscale Commerce offering.
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