Author: Jonathan Moran

Customer Data Platforms Bring Omnichannel Choreography Within Reach

Customer Data Platforms Bring Omnichannel Choreography Within Reach

Customer data platforms (CDP) hit the scene in the last few years and are really having an impact on how marketers think about managing the customer experience. Just a few short years ago, I listened to David Raab, an expert in marketing technology and analytics and founder of the CDP Institute,

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Brands Still Haven’t Tapped AI’s Full Promise

Brands Still Haven't Tapped AI's Full Promise

Back in May of 2016, when artificial intelligence was coming into its own, I looked at how it was starting to reshape the business world. As a business enabler, artificial intelligence (AI) was still relatively immature and only the most elementary of use cases were being introduced at that

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The Continued Evolution of the Customer Experience Stack

The Continued Evolution of the Customer Experience Stack

The biggest change in customer experience since the mid-20th century undoubtedly has been the introduction of choice. Gone are the days when consumers in certain areas had just a single department store, bank or car dealership to choose from, and only one telephone provider to choose.

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How Machine Learning Improves Customer Experience (and Increases Revenue)

How Machine Learning Improves Customer Experience (and Increases Revenue)

As machine learning algorithms are increasingly embedded in today's analytics applications, this offspring of artificial intelligence is grabbing headlines.  In reality, however, the technology isn’t as new as you might think. Its roots in academia date back to the 1950s.

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3 Ways DAM Systems Will Change in the Future

3 Ways DAM Systems Will Change in the Future

“Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose and of action over a long period of time” — Bruce Springsteen  While The Boss was talking about building his loyal fan base, his words also apply to managing customer experience consistency.

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How AI is Reshaping the Business World

How AI is Reshaping the Business World

Acclaimed physicist, author and educator Stephen Hawking has claimed that artificial intelligence may cause the end of civilization as we know it.  While I don't think we’re headed for a dire, Terminator -like state, there’s little doubt that artificial intelligence has the capacity to change the world.

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Where Do You Stand With Digital Transformation?

Where Do You Stand With Digital Transformation?

So it's 2016 and every consultancy and advisory firm out there has published stats regarding digital transformation.  Let me quickly share a few of my favorites:  Forrester states that 74 percent of digital executives claim they have a digital strategy, but only 15 percent of those same executives feel

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Knocking Down Your Collaboration Borders

Knocking Down Your Collaboration Borders

Journalist Thomas Friedman's best-selling book “The World is Flat” explains how the flattening of the world in the 21 century impacted countries, companies, communities and individuals and how they have adapted.  Friedman posits that globalization has given us more opportunity for success.

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Is Your Brand Analytically Astute?

Is Your Brand Analytically Astute?

Everywhere we look, we find data — smart devices, watches, mobile apps, connected devices, even networks are providing data streams that brands must account for. But many organizations still haven't succeeded at harnessing and mastering the power of analytics to turn this data into valuable, impactful insight.

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