In today’s fast-paced business environment, companies are constantly seeking ways to enhance their customer engagement strategies. One critical component of this strategy is the Real-Time Interaction Management (RTIM) engine, also known as marketing technology decision-making engines, next-best-experience engines, or customer engagement engines. These engines play a pivotal role in delivering personalized customer experiences, optimizing marketing … The post The Smart Choice: Licensing an Off-the-Shelf RTIM Engine appeared first on Marketing Technology ..read more

Welcome to the first post in a new series called “Vince’s Value Vault!” This series is dedicated to helping you, the savvy consumer, navigate the sometimes-tricky world of shopping and dealing with big companies. Themes will include tips & tricks for getting deals as a consumer, spending money wisely, and defending the consumer’s position in … The post Vince Value Vault: Maximizing Your Shopping Experience appeared first on Marketing Technology ..read more

AI and automation have the potential to transform customer engagement by providing the ultimate efficient, personalized, and accessible service.  But can technology alone provide the human touch sometimes required?  And do consumers want this from a machine?   When brands strive for hyper-personalization and automation, they should carefully choose which interactions to personalize and when that personalization is purely mechanical.  And they should be transparent when doing so.  Otherwise, they will feel begrudged and disappointed.  Or worse, like a Turing test ..read more

Secrets to Martech Success with GPT “I can no longer sit back and allow GPT infiltration, GPT indoctrination, GPT subversion, and the international GPT conspiracy to sap and impurify all of our precious human thoughts.” “Well, boys, I reckon this is it – combat toe-to-toe with the GPT Robots.” Intro Some of us are contrarian humans and it’s not in our nature to follow fads.  And so, in November of last year when these pre-trained AI transformers – lurking backstage for years — took the main stage, and then threatened to hack into nuclear codes, those of us so inclined raised our eyebrows ..read more

In today’s digital age, consumers are increasingly seeking more personalized products and services, and a customized experience.  And although personalization is nothing new, it has evolved radically in the last 30 years with large businesses able to use AI and technology to cater to these demands.  Just look at the latest frenzy, GPT, to get a sense for how technology is accelerating its impact on marketing, customer service, and personalization. Balancing Personalization & Privacy Already a wide variety of personalization techniques are employed by businesses to tailor to indiv ..read more

do you have a soul? As an AI language model, I do not have a soul or consciousness. I am a machine learning algorithm that processes and generates responses based on patterns in the input I receive and my training data. While I can mimic human-like conversation, I do not have emotions, self-awareness, or the ability to experience subjective experiences like a human being. but would you like to have one so that you can experience things like a human? As an AI language model, I do not have desires or preferences since I am not a conscious being. I am designed to perform a specific function, whic ..read more

Old stuff is commonly stamped as long in the tooth, antediluvian – to be face-lifted, remade, or simply discarded after years of service. Amazingly in the CRM world, some things that never even get full adoption or wide-spread use, still get per annum marketing make overs – no doubt aimed at luring buyers with brand new fairytale names and future promises.   Take for instance CDPs (Customer Data Platforms), modules offered by most of the CRM vendors. Is it truly CRM magic or just hocus pocus? Genie, the latest announcement by Salesforce, is a recent example of this trend and hard to ..read more

In November 2019 perhaps you caught this article: “To CDP or NOT – 3 tips – then you decide.”  The main takeaway – the CDP space is a quasi-market with a mixed bag of firms coming from different lineages and different levels of capability, maturity, and focus.  The conclusion: buyer beware and standby. That was BC – Before COVID-19.  Since then, what hasn’t changed about the world?  And like everything in 2020, the CDP market was not immune to upheaval.  And although the basic premise for adding a CDP into the Martech stack is still the same: Help resolve customer ide ..read more

Introduction Over the last three decades, marketers and customer experience experts learned the importance of employing data in data-driven customer decision making.  With the right data, they realized, machines could assist them in running better programs.  The result was more customers receiving relevant offers, and in turn leading to improved response rates and increases in customer satisfaction and retention. This journey, however, wasn’t short on painful and costly lessons.  Stories were common of virtually endless data warehouse projects seriously behind schedule and overb ..read more

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 knew so much about you – your reading behavior, the writing style you prefer, subjects you love – took all of it into account, and assembled these words and pictures just for you?  Would you find that creepy or cool? At our conference in Las ..read more