Merkle, a leading technology-enabled, data-driven performance marketing agency, today announced the appointment of Craig Dempster to global CEO, effective June 1, 2020. A Merkle veteran, Dempster has held the role of president of Merkle Americas since 2017, overseeing the organization’s many service lines, including customer relationship management (CRM), enterprise technology, data, analytics, performance media, user experience, performance creative, promotion and loyalty solutions, and customer strategy consulting.
David Williams, chairman and CEO of Merkle for more than 32 years, will remain chairman of Merkle while retaining his role as CEO, Global CRM Group for Dentsu Aegis Network and chairman of Dentsu Aegis Network Americas. Under Williams’s leadership, Merkle has grown from $2.5 million in revenue to more than $1.0 billion in revenue annually and become a truly global business. He oversaw the company’s sale to Dentsu in 2016 and its integration over the past 4 years. Purpose built for the digital age, Dentsu has focused on acquiring relevant, high-performance businesses globally in high-growth areas, including data, brand commerce, customer experience, performance marketing, social, and mobile.
Dempster’s appointment comes at a time of major disruption in marketing, with a changing regulatory environment and the decline of third-party cookies causing a heightened focus on first-party data. These pressures, coupled with the unprecedented impact of the COVID-19 pandemic, have brands looking to experienced marketing services providers to help them navigate through the uncertainties they are facing and adjust their marketing strategies to deliver the total customer experience – from marketing to sales to service. Dempster’s deep leadership experience and tenure with Merkle equips him to take the helm to lead the company and its clients through this new normal.
As global CEO of Merkle, Dempster will oversee the entire organization of more than 9,600 employees in 13 countries, including its most recent acquisitions, Media Storm, Digital Pi, and 4Cite. Dempster will focus on enhancing Merkle’s already strong commitment to its technologies and client base, placing an emphasis on marketing excellence, ownership of identity, and the total customer experience. Additionally, Dempster will assume responsibility for leading Dentsu Aegis Network brands within the CRM line of business (LOB), notably 360i, gyro, and Cardinal Path, to deliver world-class marketing and integrated solutions that are data driven, tech enabled, and ideas led martech.
“Craig has been a crucial leader in the success we’ve seen with Merkle over the past 14 years, and I’m confident in his ability to lead our employees and clients through this time of disruption and into the future,” said Williams. “I cannot think of a person more qualified and deserving of the position. Merkle has amplified its presence across the industry, becoming a leader in innovation, and Craig will continue to meet and surpass our business goals as we set our sights on becoming a multi-billion-dollar global leader in data-driven, tech-enabled, people-based customer experiences.”
Dempster’s appointment follows a successful 2019, with Merkle implementing an influx of new platforms and technologies, including the New Stream Media and Archie solutions. The company also reported an 21.2% increase in revenue, with expansion into new markets and the addition of more than 220 new clients. Additionally, Merkle added 3,700 employees globally, most notably with its recent addition of 2,500 data scientists as part of the acquisition of Ugam.
Chatbot and voicebots are a buzz word in today’s world, and almost everyone is familiar with them.
But with the rise in the trend of chatbots and voice bots and their market outlook, it has become very crucial for businesses to upgrade the ways in which they engage with their customers.According to Gartner, Artificial Intelligence (AI) will be a mainstream customer experience investment in the coming years.
40% of organizations will deploy virtual assistants and 47% will use chatbots for customer care.Artificial intelligence (AI) is restricting the methods in which businesses communicate internally as well as with their customers.
AI is important for enabling automatic learning and the flexible interpretation of automated business communications.It is predicted that chatbots and voicebots will move from the simple user-based queries to more advanced analytics-based real-time conversations.What is voicebot?A voicebot is an AI and Natural Language Understanding (NLU) based voice channel for communication that functions by converting audio to text format.
The AI technology empowers it to recognize the key makers in the speech and conclude the best response to dialogue.
The Text to Speech (TTS) engine then converts the response into audio to complete the interaction.
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