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New report: Undisciplined MarTech impedes customer trust

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Harvard Business Review Analytic Services report sponsored by SAS explores MarTech challenges and growing interest in GenAI

CARY, N.C., Oct. 8, 2024 /PRNewswire/ — Marketing technology (MarTech) can help companies create personalized experiences, deliver clear and consistent messages, and tailor content to relevant customer needs. Yet barriers prevent these technologies from fostering customer trust, per a new report from Harvard Business Review Analytic Services, sponsored by data and AI leader SAS.

“Responsible marketing driven by the careful application of MarTech like GenAI delivers real benefits to brands.”

Download the report: Optimizing the Use of Marketing Technology to Build Customer Trust.

Harvard Business Review Analytic Services surveyed members of the Harvard Business Review audience who are involved in marketing decisions at their organization and familiar with their marketing department’s use of MarTech.

MarTech challenges
The survey found that 91% of respondents consider customer trust to be very important to their organization’s success. And 81% say MarTech has a significant or moderate impact on nurturing and fostering this trust.

Yet, per the report, most MarTech stacks are comprised of dozens of disparate solutions often deployed within siloed systems. And 38% of respondents cite difficulty integrating new technologies into their existing stack as a barrier preventing MarTech from having a positive impact on customer trust for their organization.

Respondents also cited data-related barriers preventing MarTech from having a positive impact on customer trust for their organization, including poor data quality (37%), silos of customer data (36%) and lack of real-time data access (29%).

Other factors that can pose a threat to customer trust, per the report, included inconsistent messaging across channels (31%), inadequate customer service (30%), and marketing messaging and content not aligned with customer needs (30%).

Growing interest in GenAI
Despite the challenges, MarTech offers powerful capabilities that can help nurture customer trust and loyalty. Per the report, marketers are particularly interested in generative AI (GenAI) and its potential to help identify relevant audience segments, create marketing plans and generate personalized content.

In fact, 74% of survey respondents agree that integrating GenAI can enhance their organization’s MarTech stack. And in the next year, 37% of respondents said that their organization intends to increase their expenditure on GenAI – more than any other MarTech solution.

Yet for all its hype, adoption of GenAI in marketing has been gradual. Only 13% of respondents have fully implemented GenAI for marketing purposes at their organization, while 45% are currently piloting or exploring GenAI for marketing purposes.

Among those organizations currently using GenAI for marketing purposes, 36% are using it for customer support needs via chatbots and virtual assistants; 30% are creating more user-friendly and intuitive online experiences; and 29% are incorporating advanced security measures to protect and secure customer data.

“Responsible marketing driven by the careful application of MarTech like GenAI delivers real benefits to brands. Through a more targeted, personalized approach, marketing campaigns can be more easily managed and produce better results. And by automating simple, repetitive tasks, GenAI frees marketers to focus on more complex and mission-critical tasks where they can apply their creativity, experience and skill,” said Lisa Loftis, Global Principal for Customer Intelligence at SAS.

GenAI and MarTech solutions, despite challenges, are helping more and more organizations act responsibly with customer data, while providing relevant information, timely offers and agile support. When customers trust a brand and see value in their interactions with it, they will more readily share personal data that powers a hyper-personalized – and hyper-effective – marketing approach.

Learn more about how organizations are using SAS MarTech solutions.

About SAS
SAS is a global leader in data and AI. With SAS software and industry-specific solutions, organizations transform data into trusted decisions. SAS gives you THE POWER TO KNOW®.

SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. ® indicates USA registration. Other brand and product names are trademarks of their respective companies. Copyright © 2024 SAS Institute Inc. All rights reserved.

Editorial Contact:
Mike Nemecek
SAS
mike.nemecek@sas.com 
919-531-5140
sas.com/news

 

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SOURCE SAS

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Waters Corporation to Host Investor Day on March 5, 2025

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MILFORD, Mass., Jan. 10, 2025 /PRNewswire/ — Waters Corporation (NYSE:WAT) announced that it will host an Investor Day on Wednesday, March 5th, 2025, in New York City, starting at 8:30 AM ET.

The event will feature presentations by members of the senior management team, who will discuss business initiative achievements, new strategic priorities, and our vision for future shareholder value creation. A Q&A session will follow.

In-Person Attendance
To request in-person attendance at this event, please click here or visit the Waters Investor Relations website at https://ir.waters.com, under ‘Events’.

Webcast
A live webcast will be available the day of the event. To register for the webcast, please click here or visit the Waters Investor Relations website at https://ir.waters.com, under ‘Events’. A replay of the webcast will be available shortly after the event concludes.

About Waters Corporation
Waters Corporation (NYSE:WAT), a global leader in analytical instruments and software, has pioneered chromatography, mass spectrometry, and thermal analysis innovations serving the life, materials, food, and environmental sciences for more than 65 years. With approximately 7,500 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, and with products available in more than 100 countries.

Caspar Tudor, Head of Investor Relations
investor_relations@waters.com

View original content:https://www.prnewswire.com/news-releases/waters-corporation-to-host-investor-day-on-march-5-2025-302348226.html

SOURCE Waters Corporation

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As Retail Cybercrime Surges, Plank Road Ventures To Present Technology Solutions At NRF 2025 Big Show

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HOBOKEN, N.J., Jan. 10, 2025 /PRNewswire/ — Credit cards and other non-cash payment methods now account for some 80% of purchasing activity, according to some reports. It’s convenient for consumers, but each retail transaction may expose vital shopper information to nation-state and other cybercriminals. Consumers are inconvenienced, while retailers may suffer reputational and financial damage.

To combat the upsurge in digital incursions, Plank Road Ventures — an eMazzanti Technologies company — will present artificial intelligence, cybersecurity best-practice and other retail solutions at the NRF (National Retail Federation) 2025 Retail’s Big Show at Booth 2306, in the Startup Hub of New York City’s Jacob K. Javits Convention Center from January 12 through January 14, 2025.

“The rise in credit card, digital and other payment methods have made retailers a rich target for cyberthieves,” warns eMazzanti Technologies President Carl Mazzanti. “POS systems, for example, can store customer information and purchase history, enabling retailers to capture the information they need to inform targeted marking campaigns and personalized shopping experiences. But POS transactions also pose an attractive target for cybercriminals, and a successful data breach will have far-reaching consequences.”

Plank Road Ventures, a global managed services provider, partners with leading companies like Microsoft, Watchguard, HP, and I3 Communications to help retailers deploy technology that improve and secure their operations and store strategies, while enhancing customer experience and engagement. Retailers can meet with trained professionals from Plank Road Ventures at the NRF 2025 Retail’s Big Show, and learn about leading-edge POS and other solutions.

About eMazzanti Technologies
eMazzanti’s team of trained, certified IT experts deliver rapid response, increased revenue growth, data security, and productivity for organizations of all sizes. The firm offers cloud and mobile solutions, multi-site technology implementations, outsourced network management, 24 x 7 support, digital marketing services, and cyber security assessments and protection services.

About Plank Road Ventures
Our team of experienced retail experts works with clients to understand their specific requirements and recommend the best options. Specializing in store operations and support, the team is available 24x7x 365.

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SOURCE Plank Road Ventures

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Kevin Lanouette Named Senior Vice President and General Counsel

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BEDFORD, Mass., Jan. 10, 2025 /PRNewswire/ — iRobot Corp. (NASDAQ: IRBT), a leader in consumer robots, today announced that Kevin Lanouette has been named Senior Vice President and General Counsel, effective January 17, 2025. Tonya Drake, the Company’s Executive Vice President and General Counsel, will transition to an advisory role ending March 7, 2025.

“I’d like to thank Tonya for her many years of service to iRobot,” said Gary Cohen, iRobot CEO. “Her legacy of tenacity and rigor in protecting the iRobot Company and our brand has been exemplary.”

“Kevin is a seasoned and highly skilled attorney whose experience in advising on complex corporate and securities, commercial, M&A and IP protection matters will be invaluable as we execute our strategic initiatives and work toward a return to profitable growth,” said Cohen.

Formerly, Mr. Lanouette was a Partner at OutsideGC, a Boston-based law firm, where he specialized in providing strategic legal counsel to clients at all stages of development and across a broad range of industries, including technology development, software and services and healthcare. Previously, he served as Assistant General Counsel at Analog Devices, Inc., a leading global semiconductor manufacturer, from 2006 to 2020, where he had responsibility for several critical legal functions, including corporate, SEC and securities matters, IP licensing and technology transfers, M&A and investments, global commercial transactions, and governance and compliance issues.

He is a graduate of the University of Maine and Harvard Law School.

About iRobot Corp.
iRobot is a global consumer robot company that designs and builds thoughtful robots and intelligent home innovations that make life better. iRobot introduced the first Roomba robot vacuum in 2002. Today, iRobot is a global enterprise that has sold more than 50 million robots worldwide. iRobot’s product portfolio features technologies and advanced concepts in cleaning, mapping and navigation. Working from this portfolio, iRobot engineers are building robots and smart home devices to help consumers make their homes easier to maintain and healthier places to live. For more information about iRobot, please visit www.irobot.com

For iRobot Investors
Certain statements made in this press release that are not based on historical information are forward-looking statements which are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. This press release contains express or implied forward-looking statements relating to iRobot Corporation’s expectations concerning executive transitions and execution of the company’s strategy. These statements are neither promises nor guarantees, but are subject to a variety of risks and uncertainties, many of which are beyond our control, which could cause actual results to differ materially from those contemplated in these forward-looking statements. Existing and prospective investors are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date hereof. iRobot undertakes no obligation to update or revise the information contained in this press release, whether as a result of new information, future events or circumstances or otherwise. For additional disclosure regarding these and other risks faced by iRobot, see the disclosure contained in our public filings with the Securities and Exchange Commission including, without limitation, our most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q.

 

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SOURCE iRobot Corporation

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