Vince Jeffs
Vince Jeffs
Vince is a Senior Director for Product Strategy in Marketing & CX at Pegasystems. He has spent over 30 years as a product manager, consultant, and analyst in Marketing Technology. He works with enterprises to bring value to their customers by effectively using technology to improve customer experience. He has also been with IBM, Unica, SAS, and various Marketing agencies, and is a certified Professional Direct Marketer. Vince has spoken, blogged, and written on hundreds of Marketing technology topics. He is a proud alumnus of Georgetown University and the University of Maryland.
CDPs Then & Now – The Customer ID (Identification & Data) Problem
In November 2019 perhaps you caught this article: “To CDP or NOT – 3 tips – then you decide.” The main takeaway - the...
Pay-for-Use: The Value of Modernizing CRM Pricing
Consumption-based pricing models for software, pay-for-use, are growing in popularity. And it’s not just limited to pricing software services. From insurance companies to content...
Dynamic Personalization – 4 critical capabilities for real-time CX
Dynamic Personalization | dī-‘na-mik pәrs-nә-lә-‘zā-shәn: Marked by continuous and productive activity; to mark as the property of a particular person Customizing digital content and marketing messages...
Customer Analytics, Privacy, & Consent: 5 tips to turn bafflegab to genuine CX
It’s common knowledge that deep customer analytics can unlock key insights into consumer behavior and improve marketing and selling efforts. Yet worshiping at the...
How Next-Best-Action CX helps – before, during, & after a crisis
Using a next-best-action approach, driven by AI, has proven to help companies elevate CX by delivering relevant and timely in-the-moment individualized recommendations during everyday...
4 CX lessons – Use data & science to make better decisions
In times like these, the value of data and science in making good decisions becomes crystal clear. When we have the right data and use…
Shush – Listen for customer signals with event-based marketing & service
Introduction The concept of event-based marketing is simple and not particularly new. Every day, real people exhibit specific behaviors and experience important moments - the…
5 Hot AI in CX trends to watch in the roaring ‘20s
Two years ago, I prognosticated about what might happen with AI in CX in 2018. With the confidence of a seasoned pundit never held to…
To CDP or NOT – 3 tips – then you decide
A Customer Data Platform – or a CDP – is a software category first defined in 2013 by Raab Associates (headed by longtime marketing technology…
4 Golden Rules for Knowing and Honoring Thy Customer
If I read another blog post saying that what customers want is brands to use their data gathering and customer analytics powers to intimately know…
Dear CMO: Sorry, but we need a CVO (Customer Value Officer)
Old-style CMOs, ill-equipped to navigate marketing in the digital age, face mounting pressure to prove their worth. Which raises three problems for them: Which products…
A 6 pack of tips when replacing creaky MRM software
Introduction MRM software (Marketing Resource Management) is a marketing operation and process efficiency category that appeared about 20 years ago and shot up the software...
The Final 4: MarTech Platforms and Ecosystems
Introduction First, a word of caution: This article contains content on Martech Platforms that is semi-technical, so if you oversee marketing technology selections, but don’t...
Will AI in digital marketing lead to marketer obsolescence?
I just returned from attending several spring digital marketing conferences - Adobe Summit and Martech West. In both the art of the possible was on...
One-to-One Marketing: 20 years later, are we there yet?
It was February 1999, and the title of the article in the Harvard Business Review was, “Is Your Company Ready for One-to-One Marketing?” In...
Marketing’s Strangelove: How I Learned to Stop Worrying & Love Service
Marketing as a Service Creepy marketing, slick-willy sales, junk mailers, spammers, madmen advertisers – all labels emanating from consumers’ unpleasant sales and marketing experiences. ...
5 predictions for CRM’s AI applications in 2019
Yes, 2019 is only a few days old. But it won’t take long for five trends in AI applications to make headlines in CRM...
Customer analytics for CX: Protect, innovate, serve – OR PERISH
Customer analytics – we’ve wired em like lab rats – now what? If you’re starting a CX career, trust me, you’re lucky. You have mountains...
CRM strategy turns 25 – but has it helped CX?
Cast as a customer-centric revolution enabler, CRM strategy was supposed to fuse marketing, sales, and service, across data, channels, process, and analytics. In retrospect that…
The Hyper-Personalization Paradox: being relevant without crossing the CREEPY LINE
Brands are using AI to drive hyper-personalization, but can it also help them avoid being hyper creepy? Source: https://www.adclarity.com/2015/04/digital-marketing-2015-hyper-personalization-display-ads/ Apparently, I have 8 seconds to…