Tip: Know When To Automate With Artificial Intelligence
Six Factors For Powering AI Driven Smart Services Recent client conversations indicate a desire for designing new AI Driven Smart Services. The rush to incorporate artificial intelligence into processes often requires a deeper examination of which services should be AI enabled. Constellation’s latest framework for augmenting humanity encompasses six factors (see Figure 1): Repetitiveness. The […]
What Top CMO’s Care About (Demand Gen Persona) – Part 1 of 4
Top Trends for 2018 Highlight Greater Orchestration In March 2016, Constellation introduced four personas of the modern CMO (see Figure 1). This framework provided CMO’s with a model to think about the role of strategy versus execution and audience development versus audience acquisition. Over the past eight weeks, conversations with demand generation focused […]
Research Summary: Artificial Intelligence Delivers Mass Personalization In Commerce
Why Mass Personalization Efforts Fail and Ten Simple Steps to Fix Them Over the past four decades, valiant attempts at personalization have failed due to the lack of relevant and intelligent automation. Moreover, expectations of consumers and prospects have only grown. The result – an expectations gap in personalization that manifests itself in fickler consumers […]
Dreamforce 2016 Post Two: The Recap
Dreamforce 2016 was as action packed as expected. To close this one out, I’ll recap the announcements and dig deeper into a few subjects that I mentioned in my 1st post. Salesforce Einstein was the big topic of course, but there were several other interesting announcements and even a few surprises. Before getting into the […]
Dreamforce 2016 – Post One
As I’m headed into another Dreamforce event I plan to keep you updated on the happenings this week. As usual Dreamforce promises to be a whirlwind of activity and a high energy event. I attend a lot of conferences and while it can be a grind sometimes, Dreamforce is usually a high point in the […]
Comparing Software using Peer Reviews
The goal for a business software peer review site is to provide assistance to a buyer in researching and selecting an appropriate software solution (or at least it should be). There are many other uses for the review data once collected, and those uses may be a part of the way the site is funded, […]
Hotwire’s Demonstration of How to Lose a Customer for Life
Here’s a simply superb recipe for how to lose a customer for life. Step 1: Misrepresent your offering. I needed to book a hotel on Hotwire. I picked a 4-star blind booking because I didn’t care which hotel, I just wanted any nice hotel. See the word “hotel” appearing twice on this screen. They […]
Buying Business Software
Buying behavior has changed over the last decade. The free availability of rich information / content distributed by the Internet, the ability to connect easily to peers online and the emergence of platforms for crowdsourcing product evaluations all contribute to this change. If buying changes then by necessity marketing and sales behaviors must also change […]
Two Layer CX
Maybe you’ve already considered this but it just popped into my head the other day as I was thinking once again about customer experience or CX as some people shorten it. I have often said that customers experience moments of truth and that the experience should be focused on the things that customers care most […]
United Airlines: Stop Bouncing People Out of Reserved Seats
This year I’ll probably fly 30K miles on United out of a total of 200K. Next year my goal is zero.
