SAP made some announcements related to customer experience (CX) at its annual conference in Florida. Like all its mega-vendor competitors, SAP says it will strengthen its CX Suite. Interestingly, this includes plans for rolling out a customer data platform (CDP). Everyone wants a piece of the pie I’m actually surprised… This post first appeared on … Read moreSAP Announces CDP
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
This post first appeared on the RSG Blog. The Customer Data Platform (CDP) marketplace is rapidly evolving and we are continuously updating our evaluations to track updates to existing offerings as well as to add new vendors. RSG’s latest update has the following new vendors: ActionIQ: CDP focused on complex, enterprisewide data management use cases … Read moreUpdates to CDP Vendor Evaluations
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?
One major selling point of newer, cloud-based marketing tools such as Customer Data Platforms (CDPs) and Journey Orchestration Engines (JOEs) is that you can quickly get started without involving IT, and that your marketers and other customer experience specialists can do everything on their own. Myth or Reality? It is… #EntArch #martech This post first … Read moreMyth: IT Not Required for Marketing Platforms
Last week, Adobe made a few announcements related to Data Management and adjacent technologies and marketplaces. Coming amid the vendor’s annual summit featuring the usual spate of sports-and-entertainment dignitaries, it’s always a challenge to figure out what’s substance from what’s splash, but I’ll try. The two key announcements were related… #cx #customerdata #digitalmarketing This post … Read moreWhat’s New in Adobe’s Data Management Offerings?
This month has been hectic for CDP market, especially with large enterprise software vendors jumping in. Informatica bought AllSight and then Adobe and Salesforce announced their CDP offerings. We’ll have more to say in a bit about Adobe, but this post is about Salesforce. Salesforce About-Face Bob Stutz, CEO of… This post first appeared on … Read moreSalesforce Changes Its Mind on CDPs
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
This post first appeared on the RSG Blog. The ninth and final scenario or business use case for Customer Data Platform (CDP) technology is Advanced Customer Data Management. (The other scenarios are described here: Scenario 1, Scenario 2, Scenario 3. Scenario 4, Scenario 5, Scenario 6, Scenario 7 and Scenario 8.) At some level, all … Read moreCDP Scenario 9: Advanced Customer Data Management
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