Survey Data Hub - Voice of the Enterprise: Customer Experience & Commerce, Digital Maturity 2024
Zach Ciampa
Associate Research Analyst, Customer Experience & CommerceBiography
Zach Ciampa is an associate research analyst in the 451 Research technology research group within S&P Global Market Intelligence. He leads coverage of consumer-focused marketing and advertising tech within the Customer Experience & Commerce channel. Specific areas of research interest include the creator economy, convergent television, grocery and shoppable media. His work explores emerging platforms, tools and strategies that brands can use to build stronger relationships with consumers. Zach’s experience spans nearly a decade in hospitality and retail. He has extensive supplemental experience with social media, having amassed a following of over six figures on platforms such as TikTok and Instagram. He has also acted as a freelance community manager for multiple brands. Prior to S&P Global Market Intelligence, he worked for luxury retailer Canada Goose and a venture-backed cosmetics startup. Zach received a Bachelor of Science in Business Administration from Suffolk University in Boston, with concentrations in entrepreneurship and business management. His past accolades include his alma mater’s Entrepreneurship Leadership Award and an ASBPE Award of Excellence for his 2022 report Data Shows Consumers Heavily Favor Federal Data Privacy Regulations.
Recent Research from Zach Ciampa
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Benchmarking digital maturity: Are businesses ready for agentic AI? – Highlights from VotE: Customer Experience & Commerce
Businesses are poised to navigate a shifting landscape transformed by generative AI, unified commerce and agentic AI. These technologies are poised to reshape customer engagement and operational efficiency, which demands strategic agility and robust data strategies. Organizations that effectively integrate these advancements will be well-positioned to deliver personalized, seamless experiences, maintaining a competitive edge in an increasingly complex digital ecosystem.
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Data Insight: Redefining retail — generative AI and automation
Artificial intelligence and generative AI can unlock value for retailers by enabling deeper capabilities for data analysis, content creation and sales support, among other things, addressing critical areas of the business that are often under-supported.
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Pushing beyond AI, NRF looks to revitalize the modern commerce experience
As retailers strive to keep up with rising customer expectations, they are aiming to use AI, data and analytics to gain insight into customer behaviors and company performance. This year's National Retail Federation event highlighted embracing new digital channels for customer engagement, and identifying moments of influence during the buying journey with embedded commerce across social media.
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Paid, earned, owned: How a media mix can help brands optimize their digital content strategy
Organizations continue to grapple with building their content supply, as well as balancing their media mix of paid, earned and owned content. With factors such as generative AI in play, the remaining question for brands is the ideal mix for their media endeavors.
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2025 Trends in Customer Experience & Commerce
Businesses are poised to navigate a shifting landscape transformed by generative AI, unified commerce and agentic AI. These technologies promise to reshape customer engagement and operational efficiency, demanding strategic agility and robust data strategies. Organizations that effectively integrate these advancements will be well-positioned to deliver personalized, seamless experiences, maintaining a competitive edge in an increasingly complex digital ecosystem.
More research from Zach Ciampa
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