Vince Jeffs

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 buying and service journeys.   But in just weeks, Covid19 transmogrified our world, rattling lives, markets, and businesses. ...

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 our science-based methods effectively, we (as humans) are amazing at worming our way out of difficult predicaments. 

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 result of choices, the onslaught of time, and changes in the environment.  Yet many marketers aren’t listening...

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 account for his transgressions, I managed to get some readers lathered up about the future-state of AI tech affecting customer…

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 analyst, David Rabb).  Shortly thereafter, Rabb Associates created the CDP Institute as a CDP promotional and education vehicle (and today…

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...

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