Australia – Customer data cloud Amperity has launched its ‘Identity Resolution Agent,’ an AI-powered tool that unifies customer profiles. The solution helps enterprise brands consolidate fragmented customer data more quickly, instead of taking months.

Leveraging Amperity’s machine learning capabilities, the ‘Identity Resolution Agent’ allows teams to prepare accurate customer data fast and intuitively. Streamlining the process from data ingestion to quality assurance, users can conveniently deploy strategies for business growth.

Besides eliminating complex coding, it incorporates matching strategies to meet needs and enables seamless integration with other data environments, including Databricks and Snowflake.

Through the launch, enterprise brands can unveil deeper insights and trustworthy data for more personalised and meaningful interactions.

The AI agent launch aims to address businesses’ need to unlock AI-driven results, with 78% of global companies feeling unprepared to deploy natural language tools, according to a recent MIT Technology Review Insights study.

With the launch, Amperity is solidifying its position as the foundation for AI-powered customer experiences, enabling brands to be successful in their AI efforts.

“AI is only as good as the data that fuels it. Our new agent gives data teams the power to rapidly transform fragmented customer records into a single source of truth. It turns structured, unstructured, and synthetic data into a strategic asset, accelerating the path to real business outcomes from AI,” Tony Owens, chief executive officer of Amperity, said.

Amperity recently appointed former drugstore.com CEO Dawn G. Lepore as the chairman of its board of directors. The appointment aims to unlock meaningful customer relationships among brands working with the company.

Australia – Dawn G. Lepore, most recently the CEO of drugstore.com, has been appointed by Amperity as chairman of its board of directors. Lepore, a seasoned technology executive, brings decades of leadership experience in digital transformation, financial services, and retail innovation.

Lepore previously served as vice chairman and chief information officer at Charles Schwab, where she played a pivotal role in revolutionising online trading and financial services. She later led drugstore.com as board chair and CEO, guiding the company to record growth before its acquisition by Walgreens in 2011. 

Her extensive board experience includes leadership roles at eBay, Walmart, and AOL, making her a valuable addition to Amperity as it continues to expand its footprint in customer data intelligence.

Lepore also currently serves on several corporate and advisory boards, including fintech and AI-driven technology companies. 

Speaking on her appointment, Dawn said, “I’m honoured to join Amperity as Board Chairman at such a pivotal time for data-driven businesses. Throughout my career, I’ve seen how technology transforms industries and creates exceptional customer experiences.”

She added, “Amperity’s AI-powered approach to customer data is revolutionising how brands connect with consumers and accelerate growth. I look forward to working with this talented team to help companies unlock the full potential of their most valuable asset—their customer relationships.”

Meanwhile, Tony Owens, CEO of Amperity, commented, “We are thrilled to welcome Dawn as our Chairman of the Board. Her extraordinary career in digital transformation and extracting value from technology has been remarkable. She has incredible experience in scaling teams and building corporate culture. Dawn understands that exceptional business outcomes stem from meaningful customer experiences, and we believe she will be transformative for our company and the brands we serve worldwide.”

London, United Kingdom – Amperity has been selected by British iconic footwear brand Dr. Martens as its platform to support its global data and marketing operations strategy. This strategic move enables Dr. Martens to recognise and engage customers consistently across all channels, driving significant performance improvements.

This transformation comes at a pivotal time as the digital industry adapts to evolving privacy regulations and the approaching end of third-party cookies. Through this partnership, Dr. Martens will leverage Amperity’s AI-powered identity resolution and insights platform to scale their data maturity across key global markets while ensuring privacy compliance.

Lynn Ritson, global digital director at Dr. Martens, said, “At Dr. Martens, we’re not just selling iconic boots, shoes, and sandals; we’re elevating retail experiences that exceed expectations. Selecting Amperity demonstrates our commitment to enhancing customer engagement with AI-powered personalisation. Initial results show we can better serve our customers across all touchpoints while driving business growth.”

Meanwhile, Matthew Biboud-Lubeck, general manager at Amperity, commented, “Dr. Martens’ partnership with Amperity marks a significant milestone in their digital transformation journey. In today’s evolving digital landscape, their proactive approach to enhancing customer engagement through our AI-powered customer data cloud will enable personalised experiences across all touchpoints while maintaining robust privacy compliance. This collaboration exemplifies how leading brands are using AI-driven solutions to build deeper customer relationships and drive sustainable growth.”

How we work has changed dramatically over the past several years. We’re now witnessing the trend of an increasing number of executive-level marketers and data and analytics professionals establishing themselves as fractional CMOs. These experts work with multiple clients to provide them with curated access to their experience and expertise at a lower cost than a full-time C-suite hire. 

But a successful fractional executive marketing hire needs a strategic approach. We spoke to several marketing experts, most of whom are fractional themselves, working in Asia-Pacific, to share their insights on how businesses can leverage this model of work, its benefits and the expectations that go along with it.     

Fractional CMOs reflecting today’s rapidly shifting digital and AI landscape

The fractional trend underscores the rapidly evolving digital marketing ecosystem, where agility, specialised expertise, and strategic flexibility are paramount, says Michelle Carden, senior regional marketing lead of B2B SaaS for APAC at Surreal.

“It reflects a broader shift towards project-based, outcome-driven talent models that prioritise specialised skills, especially for complex scenarios like international market expansion and region-specific marketing strategies,” she says.

The trend shows how fast things are changing, adds Nick Rameka, managing director at JungleMapper. Especially given marketing and digital spaces are more complex than ever, with constant innovations like AI and data analytics. 

“Businesses need flexibility to keep up with shifting consumer behaviours and technologies, he says. “Fractional roles reflect this need for agility and results-driven strategies. It also ties into the gig economy, where businesses are more open to hiring experts for specific projects rather than full-time roles.”

The rise of fractional leadership reflects a fundamental shift in how businesses need to operate today, Billy Loizou, APAC area vice president at Amperity explains. Even a $5M company now requires the same sophisticated marketing stack that was once only accessible to enterprises – think CDP platforms, marketing automation, advanced analytics, and AI-driven personalization. The complexity has grown exponentially.

“Take a typical mid-sized e-commerce company. They’re juggling multiple data sources, trying to create unified customer profiles, managing omnichannel campaigns, and implementing predictive analytics – all while competing with larger players who have entire teams dedicated to each of these areas. That’s where fractional leadership becomes transformative,” he says.

According to Loizou, what’s particularly exciting is how this model is democratizing access to senior expertise. A company doing $10M in revenue can now get guidance from someone who’s managed $100M+ marketing budgets and implemented enterprise-grade solutions. They can tap into best practices from multiple industries and apply proven strategies that would have been out of reach just a few years ago.

“This shift is also pushing the boundaries of traditional executive roles,” he adds. “The lines between marketing, technology, and data are blurring. Companies need leaders who can not only craft marketing strategy but also understand the technical infrastructure required to execute it effectively. The fractional model lets them access this hybrid expertise in a way that’s both practical and affordable.”

Benefits of a fractional vs full-time executive CMO hire

Experts agree companies are seeking strategic expertise without the full-time overhead, allowing access to high-calibre marketing leadership at a more flexible and cost-effective price point.

“This is especially critical for complex scenarios like regional expansion, such as SaaS companies entering the Asia-Pacific market, where specialised, nimble leadership can drive strategic market entry,” Carden says.

“The real value goes beyond cost savings,” Loizou adds. “Most fractional executives work with multiple companies simultaneously, which creates a unique ‘cross-pollination’ effect. When they encounter a challenge in one business, they can apply insights and solutions they’ve seen work in other contexts. This breadth of current, hands-on experience across different industries and business models is something a full-time executive simply can’t offer.”

According to Loizou, another critical factor is speed to value. Fractional executives have usually seen and solved similar challenges dozens of times across different contexts. Instead of spending months getting up to speed like a traditional hire, they can typically diagnose issues and implement solutions within weeks. They’re not learning on the job – they’re applying proven playbooks and adapting them to your specific situation.

“The model also provides incredible flexibility,” he adds. “Companies can scale the engagement up or down based on their needs, bring in different expertise at different growth stages, and essentially build a dynamic executive team that evolves with their business. In today’s fast-moving market, this adaptability is becoming essential rather than optional.”

The companies adopting these roles – more common than you think

Experts reveal companies typically looking at adopting these roles often fall into one of the following categories:

  • A funded startup that needs to step up their marketing or data strategy and execution but want to try before they buy
  • Mid-sized startups, scale-ups, and smaller enterprises with complex marketing or data needs, including unicorn SaaS companies expanding into new regions like Asia-Pacific. 
  • An existing business looking to create a new product/range
  • An existing business that has one senior marketer or data lead, but they need senior support to help coach/support them
  • A fast-scaling business that needs a flexible marketing or data team to fill the gaps 
  • Businesses that know they need expert marketing or data leadership they can trust but can’t afford a true CMO on a full-time basis
  • Larger organisations expanding into new markets or launching key initiatives, all without disrupting their existing leadership structure.

According to Loizou, we’re seeing adoption across several distinct segments. First, there are the high-growth companies in the $5-20M revenue range – typically tech startups or D2C brands that have proven product-market fit and need to scale their customer acquisition. They’ve outgrown their initial marketing playbook but aren’t ready to commit $300K+ annually for a full-time CMO.

“Then you have established mid-market companies in the $20-50M range who are going through significant transitions – maybe they’re expanding into new markets, launching new product lines, or undertaking digital transformation. These companies often have solid marketing teams but need executive-level guidance for specific initiatives or to modernize their approach to data and digital,” he says.

Loizou highlights what’s interesting is we’re also seeing larger enterprises, particularly in traditional industries like manufacturing or professional services, using fractional leaders to drive specific transformation projects or to fill capability gaps. They might have a full C-suite but bring in a fractional CDO to lead their AI strategy or a fractional CMO to overhaul their digital presence.

“The trend has evolved beyond just CMOs and CFOs – we’re seeing fractional CTOs helping companies modernize their tech stack, fractional CDOs building out data strategies, and even fractional CEOs helping companies navigate critical growth phases,” he adds. “It’s becoming a strategic tool for accessing specialized executive talent exactly when and how it’s needed most.”

What makes someone a good candidate for a fractional CMO?

According to Carden, an ideal fractional CMO possesses a robust portfolio of strategic achievements, demonstrates rapid adaptability across industries, and can quickly diagnose and implement marketing solutions. 

“Exceptional candidates, particularly in regional expansion contexts, have proven track records of navigating complex market entry strategies and driving measurable results across diverse cultural landscapes,” she explains.

Fractional CMOs have to be able to juggle many problems and projects, likely for more than one client, adds Geoff Main, managing director & founder at PassionBerry Marketing. So, you need to be able to shift your thinking across various different mindsets like target audiences, messaging, brands, and so on.

“Resilience, adaptability and a broad skillset outside of marketing,” he adds. “Of course, fractional CMOs also need some key marketing skills that are directly applicable to the challenge so they can score some early wins.”

“Stakeholder management, particularly working in complex organisations, is also very valuable, as is being super clear about your communication style and being consistent about your approach. This is one of the quickest ways to build trust.”

Fractional CMOs need experience — lots of it. Companies hire fractional executives because they’re seasoned pros who can hit the ground running, says Nick Rameka, managing director at JungleMapper.

“You’ve got to be strategic, adaptable, and results-focused, with the ability to quickly assess a company’s needs and create a plan of action,” he explains. “Great communication skills are also key since you’ll be working with teams and stakeholders who need clear direction and motivation.”

Key considerations before engaging with fractional executives

Experts agree companies must clearly define the role, expectations, deliverables, and success metrics upfront, and create robust communication channels to integrate fractional leaders effectively. 

“This is especially crucial in international expansion scenarios, where alignment on regional nuances, market-specific strategies, and clear performance indicators become paramount,” Carden says.

Before engaging with fractional executives, companies should also ensure clear communication and alignment to avoid potential challenges, says Som Puangladda, founder & managing director at Nomadic Growth.

“It’s crucial to define the scope of responsibilities upfront to prevent role overlap and ensure smooth collaboration. Establishing specific goals and metrics early on will align expectations and provide a clear way to measure success,” she says.

“Additionally, positioning the fractional leader as a key part of the team fosters integration and encourages seamless collaboration. Companies should also respect the boundaries of the fractional role, understanding its limitations. Trusting the fractional executive’s expertise is vital, as they bring valuable insights and a focus on delivering high-impact results.”

The thing that kills the concept of fractional executive hires is changing the expectations and deliverables set out for them, adds Main.

“I’ve seen many fractional leaders chosen for specific skills and sold on an idea for what the CEO wants, but then the work they get asked to do is not in line with that initial plan,” Main says. “Fractionals need some time to assess the environment and best work out what’s needed. But they should be clear in their feedback and companies that hire them need to be able to take this on board, even when it is difficult to hear.”

How companies typically structure fractional CMO arrangements

According to Mark Baartse, outsourced chief marketing officer at MarkBaartse.com Consulting, the scope and responsibilities of a fractional executive can be extremely broad, and often organisations know what they don’t know, but defining the exact problem is sometimes part of the engagement. 

“This can be very open-ended,” he says. “In terms of time commitment, I typically work in three ways: a set fixed scope project; an open-ended project where part of the project is typically defining the scope; and ongoing support.”

Experts reveal the time commitment for fractional executives can vary depending on the company’s specific needs. Some companies might structure the arrangement as a few days a week, on retainer (a fixed number of hours each month), project-based, or even as an advisory or mentoring where the executive provides guidance but isn’t hands-on with the day-to-day work.

“Responsibilities are typically focused on strategic planning, team leadership, or driving key growth initiatives,” Puangladda explains. “Many companies structure these roles around clear deliverables, ensuring accountability and providing a way to track progress effectively.”

“Striking the right balance in how fractional executives allocate their time — whether with the team for updates or across operational and revenue-generating activities — is essential to maintaining continuous progress. This customised approach allows companies to access executive-level expertise without the commitment of a full-time hire.”


Is the future fractional?

As we’ve seen from the expert voices featured in this piece, fractional CMOs can truly benefit businesses looking to stay ahead of the curve in today’s complex data-driven landscape.

It’s clear that access to expert marketing guidance is no longer reserved for large organisations. Thanks to the growth of fractional leadership, smaller businesses can now access the same level of strategic thinking and technical acumen that was once only affordable by larger companies. 

This is critical as the importance of managing company and customer data continues to ramp. Data volumes are growing, making it increasingly challenging for organisations to consolidate and analyse effectively. 

By combining this expertise with robust data platforms and effective data management practices, organisations can unlock their full marketing and analytical potential and make informed decisions about how to use their growing datasets. 

Australia – Amperity has announced the appointment of Tony Alika Owens as its new chief executive officer and member of the board. With over 20 years of experience scaling global sales and enterprise operations, Owens joins Amperity amid strong market momentum, as the company advances its mission to help brands transform complex customer data into business value.

Throughout his career, Owens has navigated the same customer data challenges that Amperity’s clients face today. This firsthand experience gives him a unique understanding of the pain points that Amperity solves – and the value it provides enterprises.

Owens brings over 20 years of experience in executive roles at Salesforce and Oracle, where he scaled enterprise operations and global sales. Prior to Amperity, he was the president of worldwide field operations at LivePerson, overseeing the company’s go-to-market strategy and teams. 

Before LivePerson, he had progressive responsibilities running Salesforce’s field operations in the Americas and was a member of the executive committee. Owens also previously served as group vice president at Oracle. Tony serves on the board of directors for The Mandatum Foundation, SnapLogic, Pathlight, and CIPIO.ai.

Speaking on his new role, Owens said, “Customers are at the heart of Amperity’s success. Amperity has an incredible opportunity to help businesses unlock their customer data’s full potential. By leveraging AI to refine and democratise data, we’re empowering technical teams to shape business strategy and fuel unprecedented growth.”

Meanwhile, Derek Slager, co-founder, CTO and board member at Amperity, commented, “I’m incredibly excited and confident in Tony’s leadership as we enter our next phase of growth. We share an aligned vision for AI and data, focusing on what matters most – executing on valuable use cases and delivering rapid time-to-value for our customers.”

Lastly, Matt McIlwain, managing director at Madrona and Amperity board member, stated, “We are thrilled to welcome Tony as the new CEO of Amperity. His extensive enterprise software experience in customer relationship management and data analytics, along with his leadership at a global scale, will be instrumental as he leads Amperity through continued growth. I am confident that Tony’s obsession with customer value will take the company to new heights in this AI and data-driven era.”

Melbourne, Australia – Amperity has been recognised as one of the Customer Data Platform Leaders in the 2025 Modern Marketing Data Stack Report of Snowflake, an artificial intelligence (AI) data cloud company.

The recognition positions Amperity as among the leading providers of customer data platform solutions, helping businesses activate their customer data by creating targeted audience segments and delivering them to marketing platforms.

The Modern Marketing Data Stack report identifies the technologies, tools, and platforms that Snowflake’s customers use. It aims to show how marketers and advertisers can use the Snowflake AI Data Cloud along with partner solutions.

The report highlights the contributing factors leading to a departure from the martech ecosystem, combining AI, data gravity, and privacy. It shows how this paradigm shift has given rise to new marketing trends in the industry.

Analysing customers’ usage patterns, Snowflake identified technology categories that organisations consider when forming marketing data stacks. 

The categories under marketing and advertising tools and platforms include tools for analytics, data enrichment, identity management, customer data and engagement, programmatic solutions, and performance measurement. Meanwhile, the categories under data tools and platforms include data integration, data privacy management, and business intelligence.

The report highlights the AI Data Cloud Product Partners and their solutions as “leaders” or “ones to watch” within each category. It also shows how Snowflake customers enable data-driven marketing strategies through the technologies.

“In a new age of innovation, we’re witnessing a changing of the guard around AI and how marketers capitalise on this massive opportunity as the very shape of the marketing stack evolves, leveraging the Snowflake AI Data Cloud to access and act on data directly where it resides. Amperity has distinguished itself as a leader in the Customer Data Platform category by transforming its approach to AI-driven data management. This empowers our joint customers to unify and activate high-quality customer data at scale within Snowflake’s AI Data Cloud, maximising their marketing budget efficiency and activation effectiveness,” Denise Persson, chief marketing officer at Snowflake, said.

Curt Lockton, senior vice president of partnerships at Amperity, commented, “We are honored to be recognised as a leader in the Customer Data Platform category by Snowflake. This acknowledgment underscores our shared vision to empower marketers with AI-ready, identity-resolved customer data. By enabling brands to create a true 360-degree view of their customers, Amperity and Snowflake are ushering in a new phase of data-driven marketing, turning deep insights into actionable strategies, driving enhanced engagement, stronger loyalty, and substantial revenue growth.”

Australia – JB Hi-Fi, an Australia-based home entertainment retailer, has partnered with Amperity, the first AI-powered Lakehouse Customer Data Platform (CDP), to enhance its first-party data strategy. The collaboration reinforces JB Hi-Fi’s commitment to building a robust data infrastructure, enabling advanced automation, intelligent customer segmentation, and predictive modelling across its technology ecosystem.

Through its partnership with Amperity, JB Hi-Fi aims to unify its data using Amperity’s industry-leading identity resolution, improving data quality across both online and offline channels to create a comprehensive, 360-degree view of its customers. This collaboration will enable JB Hi-Fi to manage and activate customer data more effectively, delivering personalised experiences at scale.

Emma Caneva, general manager marketing – digital at JB Hi-Fi, said, “Amperity’s CDP will help us unify and optimise the utility of our valuable first-party data whilst maintaining our commitment to privacy. This partnership aligns perfectly with our goal of enhancing customer experiences through data-driven decision making.”

Gary Siewert, marketing and online director at JB Hi-Fi, commented, “At JB Hi-Fi, we’re committed to always delivering great experiences for our customers and look at data-driven insights to help enhance our ability to do this. Our partnership with Amperity marks a significant step towards unifying our first-party data and building a scalable foundation for more personalised engagement that will enable us to better understand and meet the changing needs of our customers across all of our channels.”

As customer data continually evolves, CDPs face the challenge of accurately tracking identities across multiple channels, households, and personal details. This is made more difficult by strict privacy regulations that restrict access to devices and online data.

Amperity’s composable Lakehouse architecture offers flexible use of its features to enhance customer data operations, including identity resolution, AI-assisted tasks, pre-built data assets, and personalisation. This allows businesses to select which Amperity capabilities to address specific data management needs and improve customer insights. 

Billy Loizou, area vice president for APAC at Amperity, added, “The customer data landscape is evolving rapidly. Many retailers have struggled with fragmented data, limiting their strategic potential. Our partnership with JB Hi-Fi addresses this challenge head-on. Amperity’s composable solution streamlines data management, empowering JB Hi-Fi to focus on innovation rather than data wrangling.”

USA – Amperity, the first AI-powered Lakehouse customer data platform (CDP), has announced the appointment of Chris Polishuk as its new chief revenue officer to lead its global go-to-market teams, enhance sales strategies, and expand market reach. 

In his new role, Polishuk brings over two decades of expertise in marketing and advertising technology and data management. Renowned for crafting enterprise sales strategies, building high-performing teams, and managing global customer relationships, he has a proven track record of driving success across leading technology and data companies.

Polishuk’s career is marked by driving transformational change, leading to exponential growth and value creation for companies including Datorama (acquired by Salesforce), Acxiom, and Birst. 

Commenting on his appointment, Polishuk said, “Amperity stands out as a truly mission-driven organisation, the kind that leaves a lasting impact on its customers and employees. The company’s remarkable momentum is a direct result of its world-class lakehouse platform coupled with an unwavering customer-centric approach. I’m excited to build on this foundation and drive Amperity’s growth to new heights in 2024 and beyond.”

Chris Jones, interim CEO of Amperity, also shared, “We’re thrilled Chris is joining the company as our new chief revenue officer. Finding someone with the perfect blend of dynamism, know-how, and cultural fit was no small feat, but Chris ticks all the boxes and then some. His impressive history of steering global go-to-market teams to success across competitive landscapes is a game-changer to help our team level up to exceed the needs of the market.”

Polishuk’s appointment comes at a time when Amperity is experiencing significant growth and expanding its market presence.

This year, Amperity made major advancements across its Lakehouse CDP platform that have delivered significant business value through AI-powered tools, unified customer data, and enhanced media measurement capabilities. 

The AmpAi suite of tools includes AI Assist, which boosts productivity for non-technical users by enabling them to build and customise data assets, and AmpGPT, which democratises data-driven decision-making through natural language processing. Since the launch of Ai Assist, query usage has increased by 98%, saving users an average of seven to eight hours a week.

Furthermore, Amperity’s Lakehouse CDP feature, Bridge, allows users to point and share data to and from a lakehouse rather than using the slower, less secure reverse ETL method. Since its launch in May, the features table reads in Databricks have increased by 432%.

Finally, to enhance Amperity for Paid Media, which uses industry-leading ad connectors and first-party data to deliver over 15 billion unified customer profiles each day, Amperity recently announced its new media measurement tools.

In support of this ongoing initiative, Amperity also recently announced its new media measurement tools, which include offline conversion APIs, segment comparison dashboards, and ad performance dashboards. These tools empower marketers to accurately measure in-store revenue driven by digital ads, compare audience segments, and visualise cross-platform performance. Additionally, the Native UID 2.0 Integration expands privacy-safe identity resolution capabilities, enabling brands to track advertising touchpoints across the open internet more effectively. Now, more than 75% of Amperity’s customer base is using Amperity for paid media. 

Amperity’s innovation has not gone unnoticed by industry analysts and partners. Databricks recognised Amperity as its Communications, Media, and Entertainment Partner of the Year. For the first time, Microsoft recognised Amperity by naming the company a finalist for Retail & Consumer Goods Partner of the Year. And in its first annual CDP Magic Quadrant report, Gartner named Amperity a visionary, while CB Insights and Spark Matrix named the company a leader in their respective CDP industry reports.

In addition to the innovation and accolades, Amperity has further solidified its commitment to data security and privacy by achieving ISO 27001, SOC 2, and HIPAA compliance. These certifications underscore Amperity’s dedication to maintaining the highest standards of information security management, data protection, and healthcare information privacy, providing customers with additional assurance in handling their sensitive data.

Amperity has become the Lakehouse CDP of choice for leading brands across financial services, media, retail, sports leagues and teams, travel, and tourism, with over 400+ brands, including Gap, Haymarket Media Group, Loblaw, M&T Bank, the Seattle Mariners, and the Seattle Seahawks. Amperity has also built strong partnerships with industry-leading ad technology providers Criteo and The Trade Desk, as well as system integrators Deloitte Digital and Slalom Consulting, to help accelerate the company’s growth.

The promise of martech has never been more enticing. From customer relationship management (CRM) systems to advanced analytics and automation tools, martech solutions offer the potential to enhance customer experiences, offer ‘mass personalisation’ and drive customer acquisition and business growth.

However, the Arktic Fox 2024 Digital, Marketing & eComm in Focus study reveals a troubling reality: many marketers are struggling to make full use of the martech tools now at their disposal.

According to the study, many marketers are struggling with data management in general and martech in particular. Billy Loizou, Asia Pacific area vice president at Amperity, isn’t surprised many marketing and marketing-adjacent professionals feel under growing pressure. “Marketers want to take advantage of the available tools, but they are struggling to execute,” he notes. “This is hardly a new situation, but when you add in factors such as the rise of Gen AI, imminent reforms to the Privacy Act, flat marketing budgets, and Google changing its mind on deprecating third-party cookies, it’s not surprising so many CMOs are nervous.”

You’ll need martech’s to hit your KPIs

Marketers’ focus unsurprisingly remains on business growth – 77% of respondents said it was a key strategic priority.

Growth is tied to customer acquisition, which came in second (48%) on the list of priorities.

So far, so unsurprising. But subsequent priorities reveal marketers hope to fatten the bottom line by leveraging technology. The third most common priority (42%) was “Building our customer data strategy and better utilising our first-party data”, and the equal fourth (36%) was “Digital transformation”.

The study also revealed marketers and digital leaders remain focused on achieving goals that are only feasible with martech tools. Personalisation was classified as “important” or “very important” by 72% of respondents, who were also firmly committed to CX management (87%), online sales and lead generation (77%) and martech utilisation (76%).

In other words, if they don’t have the right martech tools and staff who understand how to use those tools, most marketers won’t be able to achieve their business goals.

Man vs machine
There’s a consensus that marketers and digital professionals aren’t making the most of martech solutions, but there’s debate about why that’s the case.

The easy explanation for the underutilisation of martech is the much-discussed skills gap. It’s certainly the case that martech can be challenging to master and often requires a solid understanding of data analytics, customer segmentation and automation workflows. 

For marketers who lack a technical background, navigating these complexities can be daunting. Plus, as new tools and platforms emerge, marketers must continually update their skills to stay relevant.

But the problem seems to run deeper than a lack of staff capable of using increasingly sophisticated and powerful technological tools, Loizou argues. The first point he makes is that confusion continues to exist around what different marketing technologies are used for.

“The study showed that CRMs and marketing automation platforms still get most of the attention and investment,” Loizou says. “But those aren’t tools that solve the ‘messy data’ issues that so many businesses still confront. It’s Consumer Data Platforms (CDPs) that do that and provide an enterprise-unified view, which can solve many of the other challenges businesses now face.” 

The need for a CDP ties into another issue Loizou argues the study highlighted – CMOs having spent big on tech stacks that have subsequently failed to meet expectations.

The rise of best-of-breed solutions

“To grossly oversimplify, the approach in the past was to buy the equivalent of a turnkey, off-the-shelf, full-stack solution from a big-name tech company,” Loizou says. “Given that 80% of respondents in the 2024 study reported their utilisation of martech was ‘average’, ‘low’ or ‘very low’, that doesn’t seem to have worked out well. The understandable but ill-advised reaction is to devote fewer resources to martech and martech staff training. That’s happening to some extent, with only 12% of respondents reporting they plan to increase their martech budget over the next 12 months.

“But the noteworthy development is the declining popularity of single-vendor solutions. When asked about their plans for future martech investments, 14% said they were leaning towards a single vendor, 29% claimed they were open-minded, and a whopping 57% stated they were leaning towards ‘best-of-breed’ solutions.” 

All that noted, Teresa Sperti, the founder and director of Arktic Fox, says organisations usually have plenty of room for improvement regarding training. “When we undertake digital training sessions or partner with clients on strategy, it’s not uncommon for us to explain where the organisation’s data resides and help them connect the dots around their martech ecosystem,” she says. “Brands that have built strong internal capabilities and robust foundations in data and tech are thriving, while others are finding it difficult to shift gears.”

Don’t fall for ‘shiny new toy’ syndrome
“In recent times, we’ve seen around a 1000 new martech ‘solutions’ hit the market every year, and there are now more than 11,000 of them out there,” Loizou notes. “With so many tools available, each touting benefits more remarkable than the last, it can be tempting to fall victim to ‘shiny new toy’ syndrome. But my advice is to prioritise simplicity and integration and focus on what’s most important – delivering the kind of industry-leading CX that will keep your existing customers loyal and attract plenty of new ones.” 

Consolidation, co-option and communication
At the launch of her report, Sperti expanded on why she believed there had been a downward trend in martech utilisation in recent years. After reiterating the point that less than one in five marketers reported that their martech utilisation is currently “strong” or “semi-strong”, Sperti noted, “More than 80% believe that they have average, low or very, very low utilisation. And we are spending a lot of money on this as an industry, so that should create a few alarm bells for people. So why is this occurring?

“There are a few causes. The first is a stack creep issue. I buy a few platforms and then providers’ product roadmaps evolve. As a result, I end up with a whole lot of features and functionality that I already have in another platform or that I simply don’t need. 

“And the second cause is more around gaps in skills and capability of team members. ‘martech strategy and implementation’ was identified as the third biggest skill gap across the country within teams for the second year running. So, of course, we have a gap in our ability to effectively utilise the tech.”

Deena Coleman, group general manager, digital & marketing at Accent Group, backed up Sperti’s argument, pointing to the centrality of (well-utilised) martech at her organisation.

“As we’ve been reviewing our strategic business goals and how we’re going to get growth over the years, for us, it’s been looking at: OK, have we got the right technology? And have we got the right data foundations?

“We need to get that data foundation right, get the customer view right, and make sure that it’s really clear across the business and within the brands because we are a complex business… So, bringing on a new customer data platform and getting that at the crux of everything we do, then building everything out around it, is very important for us.”

Coleman had the following advice for those marketers struggling to win over corporate decision-makers. “I always take the approach of, ‘What is keeping executives – or anyone I need to bring along on a journey – up at night?’ Once you hone in on that point, you can get them aligned to what you’re doing from a digital transformation point of view. [You focus on how digital transformation] will help them do things such as hit their EBIT numbers.”

Coleman also recommends keeping it simple. “Remove the tech jargon because sometimes if you overcomplicate it in that space, you lose people along the way. So it’s about education, the alignment with what they’re trying to do, and bringing people along on the journey.”

Generative AI (GenAI) is creating new possibilities in digital marketing. However, to truly benefit from this technology, marketers need a well-crafted strategy and careful execution. This article offers practical advice for marketers looking to leverage GenAI based on insights from industry experts.

In celebration of AI Appreciation Day, we spoke with marketing and AI experts on what this day signifies and the shifts marketers need to be across over the coming year.

Balancing Innovation, Risk, and Feasibility

Jennifer Fleck, Senior Principal at Slalom Consulting, highlights the challenge of scaling GenAI initiatives:

“Experiments are easy, but scale is hard. Most of the GenAI we see happening at enterprise organizations right now is an ambitious idea that stays in POC purgatory. Selecting use cases that balance innovation, risk, and feasibility and an understanding that AI at scale requires people, process, data, and technology foundations is paramount to success.”

Fleck also suggests focusing on three key areas where GenAI can drive value:

“At Slalom, we see GenAI driving value in three key areas: productivity (doing what you already do but better and faster (doing what you already do in a fundamentally different way), and disruption (changing the essence of your business.).

By considering these areas, marketers can identify the most impactful applications of GenAI for their organizations.

Leveraging AI as a Co-Pilot

Natalie Kansteiner, Director of Data Partnerships at The Trade Desk, recommends using AI as a powerful assistant in digital advertising:

“At The Trade Desk, we see AI as a powerful co-pilot in digital advertising, transforming complex tasks into streamlined processes. To start, focus on leveraging AI for data analysis and audience segmentation. Use AI tools, like Koa AI, to extract insights from vast datasets, ensuring precise targeting and higher engagement rates. Employ real-time optimization to refine campaigns as they run, boosting performance and cost efficiency. 

Additionally, leveraging generative AI for creative content generation, while keeping human oversight to ensure brand alignment, can be highly effective. By combining AI’s analytical power with strategic human input, marketers can create more data-driven and impactful advertising campaigns.”

Kansteiner’s advice underscores the importance of using AI to enhance various aspects of digital marketing while maintaining human oversight for strategic decisions and brand consistency.

Being Prepared to Pivot

Jay Pattisall, VP and Principal Analyst at Forrester and Lisa Gately, Principal Analyst at Forrester, emphasizes in their report “Advance GenAI Marketing From Pilot Projects To Proficiency” the importance of adaptability in the rapidly changing world of AI:

“Be prepared to pivot given the rate of change in the AI world. GenAI adoption involves managing persistent change and turning setbacks into successes. Promote and reward adaptability within the marketing organization as your pilot projects reveal what’s viable and the best uses. Encourage marketers to share what they’ve learned, including areas that aren’t the best use cases. Your team will thrive as a result.”

This advice highlights the need for flexibility and a culture of continuous learning when implementing GenAI in marketing strategies.

Starting Small and Measure

Joyce Gordon, Head of Generative AI at Amperity, emphasizes the importance of starting with small, measurable use cases. She advises:

“My advice to brands and organizations when rolling out AI: start small. I recommend starting with a small use case that’s highly measurable and one that doesn’t require major change. One place where marketers have seen a lot of success is just with subject line optimization or optimizing the body of emails or paid media ads. Since you can have a human in the loop here, it’s a great opportunity to experiment with creating different segmentation strategies and different messages. And it’s also really easy to measure and determine if those approaches are working or not.”

This approach allows for experimentation without major disruptions and provides clear metrics to evaluate success. Marketers can gain valuable insights and experience with GenAI by starting small before scaling up to more complex applications.

Reverse Engineering for Success

Mike Edmonds, Sr. Director of AI Strategy, Global Retail and Consumer Goods, Microsoft advises: “Work backwards from the unmet needs and opportunities that your customers and employees face. The features and capabilities of generative AI are incredible – and with the exponential pace of change and advancements, the capabilities to come will be even more impressive. Brands and businesses that harness these powerful capabilities to unlock productivity, unleash creativity, and augment human potential will have the biggest impact. The Copilot metaphor at Microsoft not only references our technology stack, but also inspires brands and businesses to explore how every person and organization on the planet can achieve more in the era of AI transformation.”

Integrating Human Input with AI Capabilities

While AI offers powerful analytical capabilities, strategic human input remains crucial. Marketers should strive to find the right balance between AI-driven insights and human creativity and judgment. This integration allows for the best of both worlds: the data-processing power and pattern recognition of AI combined with the nuanced understanding and creative thinking of humans.

By maintaining this balance, marketers can ensure that AI-generated content and strategies align with brand values and resonate with target audiences. Human oversight also helps to catch and correct any potential biases or errors in AI-generated outputs, ensuring the highest quality of marketing materials and strategies.

As GenAI continues to change the marketing landscape, those who implement it thoughtfully and strategically will have the greatest success. Start small with measurable outcomes, balance innovation with feasibility, and use AI as a co-pilot while staying adaptable. By viewing AI as a tool to enhance, not replace, human marketers, you can drive more efficient, effective, and impactful campaigns. This approach leads to new levels of creativity and performance in marketing efforts.