What will customers remember about your website, product, service, or people? What will they say to their friends and coworkers about their experience? Will they even mention it? A huge amount of attention and resources are being directed toward incorporating AI into the customer experience, ranging from automating responses to social media comments to improving call center experience. Who knows where OpenAI’s Voice Engine will finally lead us? Do you think customers will discuss how “wowed” they were by their AI experience? I am willing to bet they won’t notice. AI-created experiences will be more “expected” than “exceeding.” So, how......
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As a senior marketing leader, you’re all too aware with the bottlenecks and train wrecks produced by silos and a lack of alignment among various teams and departments in the marketing ecosystem. CMOs frequently cite this as one of the most significant impediments to smooth marketing operations and attaining desired outcomes. However, the solution does not just involve improved communication or coordination among discrete teams and roles. The most effective marketing organizations (MEMOs) understand that meaningful cross-functional collaboration to bridge organizational barriers necessitates a fundamental adjustment in marketing structure and work flow.......
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According to Gartner, martech utilization fell to 33% in 2023, down from 42% in 2022 and 58% in 2020. Underutilization of martech results in unforeseen consequences. For example, it may result in future budget cuts depending on previous platform utilization. Inadequate use of martech might also impede the advancement of marketing processes. There are several reasons why martech is underutilized. As the landscape moves rapidly, CMOs and other leaders may wish to investigate new technology. Many martech users may not profit from utilizing a specific platform. Users may also not be properly......
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I recall when the internet was spanking new, unfamiliar, and frightening to many people. The organization I worked for was quite conventional, and they promised never to create a website or allow staff to use email. Well, that was in 1996, and as you could expect, a few years later, they couldn’t fight it because the world had changed. It appears that AI is creating the next paradigm change. And instead of being a recent college graduate, I’m now one of those elderly folks who are dubious of what’s going on. But......
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