I recently had a conversation with Yaniv Zuckerman from Cust2Mate about the transformative impact of technology on retail shopping. We explored the development of smart shopping carts designed to simplify the shopping process for consumers while enhancing operational efficiency for retailers. Yaniv shared insights on how these carts can address challenges like inventory shrinkage and optimize store performance through strategic data use. Yaniv also highlighted how their technology integrates features of online shopping into the physical store experience. As you maneuver the cart through store ..read more

Direct data activation delivers multiple benefits over external data onboarding. Thriving in times of change means embracing it. To succeed in today’s hyper-dynamic environment, marketers must adopt key strategies to contend with evolving challenges. Depreciation of third-party cookies and the rise of GenAI and paid media networks are all new factors demanding due consideration. by Peter Ibarra To navigate these changes, keep in mind three imperatives: First-Party Data For The Win First-party data, metrics derived directly from customers and users, is preferable to third-party d ..read more

Join me as we dive into the digital transformation with Haider Iqbal from Thales (like “Alice”). Haider will guide us through the massive shift from traditional to digital identity documents. Picture a future where everything in your wallet has moved to the digital realm—no more SIM cards or credit cards, just apps and digital IDs. Haider is at the forefront, helping us navigate this new world. As we explore this digital landscape, we’ll tackle both the technological innovations and the cultural hurdles that businesses encounter during this significant change. We’ll also look into how differe ..read more

As a marketer, how important is brand authenticity to consumers? TLDR: Brand authenticity is a crucial factor in influencing consumer behavior. Consumers today have access to more information about brands than ever before, and they are becoming increasingly savvy about what they expect from the brands they interact with. “Authenticity is the alignment of head, mouth, heart, and feet – thinking, saying, feeling, and doing the same thing – consistently. This builds trust, and followers love leaders they can trust.” – Simon Sinek In recent years, there has been a growing trend among consumers to ..read more

Not a day goes by when a client doesn’t ask us to opinionate about whether they should use the terms “Latinx” or “Latine” when addressing the Hispanic market. In fact, many other marketers, research companies, and even think tanks like Pew have weighed in on this question. by Adriana Waterston  I thought it was time to offer some historical, linguistic, and cultural context to this debate, share my viewpoint on the use of these terms, and provide some guidance as to when and why either of these terms should be used, or not.  Let’s start with some context. The evolution of the terms L ..read more

One of the most fundamental differences between a touchpoint and customer journey is how they conceptualize the customer experience. Customer experience is vital to success in pretty much every sector. If customers have a positive experience, they’ll come back for more. But how do you deliver that experience? Customer touchpoints and customer journeys are two of the most crucial factors. Learn how the two relate and which is more important for your customers. Defining touchpoints and journeys For the uninitiated, touchpoints refer to each individual interaction between a customer and a busin ..read more

We recently got to chat with Alex Trott to explore how Kroger works its data magic. We unpacked the journey from overlooked emails to a game-changing partnership that shook up the grocery scene.  Take a stroll down memory lane, from Kroger’s early days with Dunnhumby to the birth of 84.51°, and see how these moves flipped the script for the grocery industry. As we chat with Alex, we’ll discover how Kroger’s marketing game leveled up with Precision Marketing. We’ll also dive into how traditional grocery shopping holds its ground against the digital wave, and what the numbers really say ab ..read more

Here’s my “Word of the Day.” Exnovation. I used a thesaurus to find it.  “Exnovation” has been described as the “flipside of innovation,” but to call it that would be misleading. It’s not so much the absence of innovation. And it’s not stagnation. More like a feeling of standardization. What was once felt by you to be innovative is now, well, everyday. A kind of ubiquity. You know, expected. Price-of-entry. Mundane. Conventional. Humdrum. Well, you get the idea. I was looking for a word that described the status of brands like that because we just completed our 21stannual&n ..read more

Ever wondered what it takes to cultivate a loyal customer base that feels more like a community? Jakub Minks, the visionary founder of TRIFFT, joins us to share his expertise on creating loyalty programs that truly resonate with customers. This episode is a treasure trove of insights for businesses navigating the sometimes murky waters between small-scale loyalty solutions and complex enterprise systems. Jakob breaks down how TRIFFT helps retail and hospitality brands personalize their loyalty programs without getting tangled in the typical tech integration challenges, ensuring that their mark ..read more

In the fast-evolving landscape of customer engagement, the last two weeks have been particularly rich in developments and insights. From the surge in hyper-personalization strategies aimed at B2B growth hacking​ (CXBuzz)​to the cutting-edge advancements in conversational AI that are revolutionizing customer experience​ (MIT Technology Review)​, the industry is witnessing transformative changes. Among these updates, Google’s move to enhance CCaaS reliability with an auto-QA solution​ (CX Today)​stands out as a testament to the technological strides aimed at streamlining customer service operati ..read more