Budget Planning for Real-Time Customer Experiences

Budget Planning for Real-Time Personalized Customer Experiences

The budget planning season is nearly upon us and it’s time to start thinking about what is needed to empower our marketing departments and improve our capability to deliver personalized customer experiences in real-time. The question is, where to begin? In my experience, the only place to start is with an assessment of what new […]

The Benefits of Machine Learning for Marketing

The Benefits of Machine Learning for Marketing

Machine learning is playing a bigger role in our daily lives.  Look no further than Apple’s Siri, “you might also like” suggestions on Amazon, or pre-approved credit offers, to experience machine learning in action.  By definition, machine learning is artificial intelligence that enables the ability to learn and create accurate predictions without explicit programming.  While […]

Digital Disruption

Digital Disruption and Personalized Customer Experiences

Most people think of digital disruption as reinvention of new business models that shake up the status quo, like what Uber did to car transportation.  But if you are working for a company established long before the rise of digital connection, you are likely looking for ways to digitally transform certain parts of a current […]

Piloting New Customer Engagement Plans

The Benefits of Piloting a New Customer Engagement Plan

The pressure to increase customer loyalty and revenue, while trying to justify an investment in more modern customer engagement technologies, techniques, and tools is a very real challenge for many marketers. Data extraction, internal resources, expertise, and lack of organizational agility can keep marketers from executing personalized customer engagement at scale. How fast we embrace […]

Improved Customer Experience Strategy

Improved Customer Experience Strategy = Increased Revenue

Customers are now the market-makers. They are reshaping business categories and making us switch from product centric business models to customer first models. In this new environment, how do we, as business leaders, make sure they are staying ahead of the curve, investing in the right technology and tools to deliver superior customer experiences, and […]

Customer Marketing

Product Marketing is Dead. Long Live Customer Marketing

One of the biggest challenges businesses face today is how to market to an ever-demanding customer. A customer who wants us to know their every need and want, deliver a hyper personalized experience, including messages and offers that are personal and relevant, in real-time. A Shift in Company Culture is Needed This is a shift […]

Mastering Customer Engagement

Mastering Customer Engagement at Scale

To be successful in today’s customer centric landscape, marketers must master customer engagement. Mastering anything is a journey. The first lesson of mastery is that we are always learning and that is certainly the case when it comes to mastering customer engagement. We need to be willing to embrace new approaches and different technologies that […]

Contextual Marketing

Turning Contextual Marketing into a Competitive Advantage 3 Things You Should Know

Contextual marketing is one of the industry’s most recent buzz phrases. But what does it really mean and why should we pay attention to it? Contextual marketing is a fancy phrase for a marketing model that focuses on getting the right message, to the right person, at the right time. Typically associated with online advertising, […]

A Successful Customer Engagement Strategy is the Sum of the Parts

We all know Aristotle’s phrase, “The whole is greater than the sum of the parts”. Well it also holds true when it comes to our Customer Engagement Strategy. Given the relatively new advances in technology and analytics, we tend to focus on them to move our customer engagement forward. And, they probably will. But, if […]

Real-Time Marketing – Are We There Yet?

Real-Time Marketing – Are We There Yet?

The future is now. It was 15 years ago that the movie “Minority Report”, starring Tom Cruise, gave us a glimpse of retail today. There is one scene that has always stuck in my mind. It is the scene where Cruise walks into the Gap, his eyes are scanned, and a hologram associate welcomes him, […]