Updated to add this reference to a conversation with Noz Urbina on Ian Truscott’s Rockstar CMO Episode 146 podcast where we discuss the metaverse and what it actually means for marketers. Since this was first published, it’s worth noting that Facebook and others have largely pulled back from their metaverse bets, though Augmented Reality (AR) […]
Category: Customer Experience
Update: I joined Andy Kaiser, the CEO of Ninetailed for a webinar where we discussed this blog post (and it’s role in influencing his product direction) and how things have changed in the intervening years since I originally wrote it. We covered a great deal along the way – how technologies have changed, the role […]
Last time around in my 2020 predictions, I did reasonably well, so I’m going to be a little bolder in my 2021 set. To be clear, I think some of these may be a little too early (i.e. ad network consent as a feature, SPAC exit, etc.) but here goes. Previous entries: Part 1 (2020 […]
This is Part 2, where I cover some of the trends that I missed in 2020. Part 1 is here and is reviewing some of my 2020 predictions. Part 3 will cover predictions for 2021. Front-end-as-a-service One of the big trends that I missed, is the emergence and growth of a relatively new category: “Front-end […]
Clearly, 2020 has been a year unlike any other (at least in my working lifetime). Interestingly, while the “real world” has been turned upside down by the covid-19 pandemic, much of the marketing technology landscape remains either unchanged, or accelerated. Let’s start by looking back… 2020 predictions revisited In September 2019, I wrote a post […]
Note: This blog entry originally appeared as a guest post for Boye & Co. – a group for industry experts to exchange opinions and experiences. As noted, it is a continuation of a previous post – which you may want to read first. What’s really the value of content? And how do we measure the […]
Note: This blog entry originally appeared as a guest post for Boye & Co. – a group for industry experts to exchange opinions and experiences. It was a lot of fun to collaborate with Janus on getting the topic nailed down and nicely defined. Reading one of the last columns by Janus Boye on reflections […]
As of this writing on March 19th, large portions of the world are in lockdown or in the process of moving to that state. It is an extremely sad reality that many tourism, hospitality, and services companies and entire industries could potentially be (save massive government intervention) completely wiped out. I personally have numerous friends […]
About a month or so back, I wrote a fairly popular essay on customer experience and the central role that empathy plays. I also said these platforms (and any martech stack) have the potential to help transform customer experience, but that many of the tools enabled by these suites are often aligned to a superficial […]
Each and every day, my Twitter feed is filled with references to “Customer Experience” to the point that the term has somewhat lost all meaning. Articles like “Why Focus On Customer Experience? Here’s Why.” appear daily and many of them reference much of the same underlying data that show ” Customer Experience Leaders outperformed the […]