Hertz Takes Accenture to Court for Failed Website Implementation

The Hertz Corporation has sued Accenture for a failed “Digital Transformation Program”. I was going thru the detailed complaint (H/t Alan Pelz-Sharpe) and it is a fascinating read. It Seems like a “project/program management 101” level disaster. What are the key issues mentioned? Issues mentioned include: Delays in delivery Deliverables not as per agreement Usability … Read moreHertz Takes Accenture to Court for Failed Website Implementation

Where Do You House Your Personalization?

Personalization is a key tool in Marketer’s toolkit and as with many other capabilities, there are multiple places to house your personalization “engine”. Of course, there is no single right answer and you could mix and match different strategies for different scenarios. Each alternative has its pros and cons. With the end system or channel … Read moreWhere Do You House Your Personalization?

Mindtree Personalization Effectiveness Model

Bismi Ravindran and I collaborated on this model for Personalization Effectiveness. If you are implementing personalization strategies, we think this could be a helpful framework. This model is sort of like a maturity model, with three categories and 11 dimensions. For each dimension, we define five effectiveness levels. Mindtree has made it a free download. … Read moreMindtree Personalization Effectiveness Model

CDP Scenario 8: Digital Advertising Support

This post first appeared on the RSG Blog. The eighth scenario or business use case for Customer Data Platform (CDP) technology is Digital Advertising Support. (The other scenarios are described here: Scenario 1, Scenario 2, Scenario 3. Scenario 4, Scenario 5, Scenario 6 and Scenario 7.) First-Party vs. Third-Party Data CDPs mostly target marketing (and … Read moreCDP Scenario 8: Digital Advertising Support

Dropbox is Acquiring eSignature Provider HelloSign

File Sharing and Sync provider Dropbox announced it will acquire eSignature vendor HelloSign. Dropbox is a popular light-weight collaboration service with capabilities for file sharing and sync across multiple devices. HelloSign is an eSignature service provider that allows enterprises to automate (mainly) paper-based signature-oriented tasks. Think of a document that goes to multiple people for their signature. … Read moreDropbox is Acquiring eSignature Provider HelloSign

CDP Scenario 6: Realtime Behavioral Analysis

This post first appeared on the RSG Blog. The sixth scenario or business use case for Customer Data Platform (CDP) technology is Realtime Behavioral Analysis. It encompasses a potentially tricky set of services and brings some important challenges around performance and security, so if this interests you, you’ll want to investigate closely. (The previous CDP … Read moreCDP Scenario 6: Realtime Behavioral Analysis

CDP Scenario 5: Omnichannel and Offline Aggregation

This post first appeared on the RSG Blog. The fifth scenario or business use case for Customer Data Platform (CDP) technology is “Omnichannel & Offline Aggregation.” (The other four scenarios are described here: Scenario 1, Scenario 2, Scenario 3, Scenario 4.) Beyond Multi-Channel The ability to deliver content and services across multiple channels and devices … Read moreCDP Scenario 5: Omnichannel and Offline Aggregation

CDP Scenario 4: Ecommerce Recommendations & Optimization

This post first appeared on the RSG Blog. The fourth scenario or business use case for Customer Data Platform (CDP) technology is Ecommerce Recommendations & Optimization. (The other three scenarios are described here: Scenario 1, Scenario 2, Scenario 3.) Similar But Different… In some respects, this scenario is similar to CDP Scenario 3: “Online Personalization … Read moreCDP Scenario 4: Ecommerce Recommendations & Optimization

CDP Scenario 3: Online Personalization and Experience Optimization

This post first appeared on the RSG Blog. The third scenario or business use case for Customer Data Platform (CDP) technology is Online Personalization & Experience Optimization. (The first two scenarios are described here: Scenario 1, Scenario 2.) Personalization for Customer Experience (CX) If your enterprise seeks to optimize customer experience (CX), then segmentation and … Read moreCDP Scenario 3: Online Personalization and Experience Optimization