Vince Jeffs

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...

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...

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...

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...

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...

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...

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...

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 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...

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...

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...

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...

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...

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...

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,...

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...

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...

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,...

If humans want a “Human Touch,” how will AI in CX succeed?

According to the Chinese calendar, 2016 was the year of the monkey, but in technological terms, it felt more like the year of a...

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