Conversational experiences: Building relationships one conversation at a time

Conversational experiences: Building relationships one conversation at a time

Mitch Lieberman, thought leader for CRM and conversations over the years, graces us with a discussion as to why conversational systems are incredibly beneficial to building both business relationships and customer engagement.

Microsoft-Adobe's amazing partnership: Creating a new category?

Microsoft-Adobe’s amazing partnership: Creating a new category?

Shantanu Narayen, CEO of Adobe, is a great believer in the potential of the Adobe/Microsoft partnership. So am I. But can it create a new category and market around digital engagement and customer experience management?

Adobe buys Marketo: Who wins, who to watch

Adobe buys Marketo: Who wins, who to watch

Chris Fletcher, founder of the Aegean Group, former senior analyst at Gartner Group, and now an independent, opines on Adobe’s Marketo acquisition. You’d do well to read and listen. Chris has the chops. And the knowledge. And the experience.

Evolution of data platforms: Using the right data for the right outcomes

Evolution of data platforms: Using the right data for the right outcomes

Thought leader Esteban Kolsky takes on the big question: What will data platforms look like now that big data’s hype is over and big data “solutions” are at hand? This is the second part beckoning.

What to do with the data? The evolution of data platforms in a post big data world

What to do with the data? The evolution of data platforms in a post big data world

Thought leader Esteban Kolsky takes on the big question: What will data platforms look like now that big data’s hype is over and big data “solutions” are at hand?

Personalization and Humanization: Serious about customer engagement? Then you need them both

Personalization and Humanization: Serious about customer engagement? Then you need them both

We spend a lot of time on personalization of the customer’s experience, but as the customer demands more control over their choices and greater levels of interaction and better experience with the company, humanization comes to the fore. What’s the difference between personalization and humanization and why are both necessary?

Sports, engagement, and tech company lack thereof

Sports, engagement, and tech company lack thereof

The sports industry is exciting and cool and has brand equity like no other. Yet, the companies themselves don’t have a lot of money to spend on their business operations due to what they are (over)paying the athletes. Does this mean the tech companies selling tech to the sports world should ignore the industry they’re selling to? Apparently, they think so. Find out why is not only a bad idea, but a very very foolish one. And I’ll name some names.

Adobe: In the weeds, in the zone (part two)

Adobe: In the weeds, in the zone (part two)

OK, this section, part two of the Adobe Digital Marketing Summit has been weighing on my mind for weeks. I’ve been procrastinating in part because Adobe is such a damned complex company. And now that they bought Magento for e-commerce, even though that wasn’t discussed at the Digital Marketing Summit, I have to discuss it […]

ServiceNow: Solid and uncertain -- a company in transition

ServiceNow: Solid and uncertain — a company in transition

ServiceNow is a fascinating company that has been a dramatic and very pleasant success for the past decade plus. It’s now at a pivotal point in its history, and its the kind of pivot that gets it to its optimal goals or it just keeps moving along. Can ServiceNow do it? Read and find out.