Vince Jeffs

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 their every need, want, and desire, I’m going to leap out of my home office window.   The good news (assuming…

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 and services will add the most customer value?What content and...

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 hype curve only to fall fast and deep into a pit of misery for...

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 care about saving time and money, by all means, bail out now.  On...

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 full display and got me thinking about whether fully-automated AI-driven digital marketing could ever...

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 it, Don Peppers, Martha Rogers, and Bob Dorf asked a series of questions...

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.  Like any stereotype, they’re deep-rooted, steeped in many unscrupulous...

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 circles.  Look for these developments as the year progresses:

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 of data, fast machines, channels galore, advanced algorithms, and amazing customer analytics to work with.  But this wasn’t always the...

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 hasn’t happened. 

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 grab your attention, so here goes.  What if I personalized every aspect of this blog for you?  That is, I…

Consumers kill for digital convenience: Can AI help your business?

The new battleground for CX in business is digital convenience, and those that use AI and automation technologies judiciously to provide seamless, one-to-one omni-channel experiences will prevail. ---------------------------------------------------------------------------------------- Source: http://www.integrativehealthinstitute.ca/wp-content/uploads/2015/10/businessman-multitasking1.jpg We’ve all seen countless images of the proverbial empowered consumer. That mythical creature...

4 well-intended Marketing Automation BAD HABITS to break

Let’s face it. No one sets out to botch something up or fall short of reaching a goal. When marketing automation was in its infancy, and pioneers like Don Peppers, Martha Rogers, Tom Siebel, and Paul Greenberg envisioned marketing and CRM systems...

The 8 HOTTEST CRM AI trends to put eyes on in 2018

If you got wedged under a rock in 2017, it may be both a blessing and a curse that you missed the CRM AI media frenzy. AI showed up everywhere, rivaling electricity’s systemic emergence a century ago, allegedly injecting sage-like wisdom into everything...

Customers Are INDIVIDUALS Not Averages | How RTIM Treats Them Special

Real-Time Interaction Management (RTIM) delivers personalized experiences to people. Earlier this year, I signed up for a points program with a large hotel chain, and somehow my last and first name were reversed in the enrollment process. The next day I noticed the welcome...

AI-Based Promotions – Welcome to the Creative Machine

Source: Exploration of Saturn’s Moon’s by Kacper H. Kiec As a Marketer, when you craft successful promotions, you’re especially proud of their creative aspects And it’s understandable because creativity seems our last bastion against the perceived onslaught of machine domination, so we fiercely defend that...

What it Takes to be a CX Transformer

Thirty years ago, when I unpacked my first computer, a Commodore 64, rigged it to my 13-inch tube TV, and wrote my first program, the process of creating a digital experience hooked me. That I could design and assemble mere bits and bytes,...

Machines Won’t Take Over CX…But A Few AI Titans Might

Lately, if you’re like me and enjoy following the AI CX narrative (even if just for grins & giggles), you’re inevitably sucked into philosophical wormholes that always seem to pop you out at the same place – a world where machines rule all. Strangely, though,...

Revolutionize CX with Real-Time Contextual Engagements

When we’re on journeys, we often encounter decisive moments, and how fast we get accurate and relevant information and the decisions we subsequently make can have a huge impact on the outcome. Take, for example, one of your vacations. Your airline cancels...

Are CX pros guilty of brain hacking?

Source: http://blog.meraevents.com/2015/01/12/brain-hack-psychology-workshop/ If you have a smartphone, laptop, tablet, or all of the above, it’s no longer a question if you’re addicted to being online, it’s a question if you recognize the problem and are in control of it. And if you don’t have...

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