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CXM

About

Capabilities

Insights

CXM Brands

Experience that drives growth

We help brands grow by putting people at the centre of every experience. With deep expertise across data, strategy, technology and design, we create connected customer experiences that drive relevance, loyalty and measurable impact across every channel. 

We turn insight into action - activating first-party data through advanced CRM and experience orchestration platforms to power smarter, people-based marketing at scale. As leaders in identity, we help brands thrive in a cookie-less world by building and activating secure, privacy-first identity solutions. 

From enterprise platforms to intuitive digital products, we design and deliver experiences that feel human, perform commercially and grow stronger over time. 

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people strong

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APAC countries

Explore our CXM capabilities

Consulting & Business Operations

Consulting & Business Operations

We help brands use technology to transform customer experiences across every touchpoint.

Our consulting services are designed to help you take command of your customer experiences through technology as the key driver of change. We help brands identify opportunities for product and service innovation, develop monetization and growth strategies, and fuel agility and organizational change – all to meet and exceed rapidly shifting customer expectations.

Experience & Product Design

Experience & Product Design

Craft meaningful, human-centered experiences

Brands need actionable identity data, differentiated digital service design, and nimble content and marketing ecosystems to keep pace with the marketplace. Great news – we’ve got you covered. Our 800+ design professionals design products and services used by millions worldwide, and we spend every day dreaming of what’s next to move brands forward.

Experience & Product Design

Experience & Product Design

Data in motion, conversations in action

We don’t just capture data, we activate it. By connecting insights at every touchpoint, we turn moments into meaningful, connected conversions. Modern CRM allows us to unlock new levels of customer loyalty and value for your business.

Platforms & Engineering

Platforms & Engineering

Impact business agility through modern, cyber-resilient architectures and agile practices

Drive customer transformation with secure platforms, agile strategies, and innovation. By combining security, adaptability, and forward-looking design, we enable you to exceed expectations and shape connected experiences that last.

Analytics & Insights

Analytics & Insights

Make your customer data work in real time as the thread that weaves connected experiences.

With a full array of flexible, scalable solutions, we empower your brand to harness technology and innovation and drive more value from investments . Backed by decades of experience partnering with leading global brands, we help our clients gain better insights that inform and enhance CX efforts. 

Our latest thinking

2025 Marketing Guide to Intelligent Decision: Forging Marketing Networked Intelligence for the Algorithm Era
Report

2025 Marketing Guide to Intelligent Decision: Forging Mar...

The 2025 Marketing Guide to Intelligent Decision, “Forging Networked Marketing Intelligence for the Algorithm Era,” explores how the accelerating algorithm era is reshaping markets in real time. In...

Read more

2025 CMO Report: Agents of Reinvention
Report

2025 CMO Report: Agents of Reinvention

The 2025 CMO Report by Dentsu Creative, Agents of Reinvention: Marketing at the Intersection of AI and Human Ingenuity, features insights from more than 1,950 senior marketers across 14 global mark...

Read more

2024 Customer Experience Imperatives research, Engagement to Empowerment: Winning in Today's Experience Economy.

2024 Customer Experience Imperatives research, Engagement...

In this report, Merkle explores consumers' attitudes on topics such as AI in marketing, brands' usage of customer data, and preferences for in-person versus digital engagement with brands.

Read more

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