Customer Experience Matrix

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Companies Scramble to Report on COVID-19 Business Impact

Customer Experience Matrix

More surprising but prescient, given Amazon's labor troubles : just 42% felt confident that Amazon could get their online orders delivered on time. and India were generally more satisfied with how businesses had behaved and more optimistic about how quickly things would return to normal. Really, no free shipping?)

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MarTech Plot Lines for 2021

Customer Experience Matrix

walled gardens (Facebook, Google, Amazon) face increasing competition from walled flower pots – that is, businesses with less data but a similar approach. Compilers like Neustar and Merkle are also entering the business. shoppable video is growing rapidly. shoppable video is growing rapidly. remote work is here to stay.

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Send in the Clouds: Martech Moves to Cloud Platforms

Customer Experience Matrix

The immediate question is whether it can retain its position as a primary platform for customer data and customer-facing applications, or that role will be taken over by cloud platform vendors like Google Cloud, Amazon Web Services, and Microsoft Azure and cloud database specialists like Snowflake and Databricks. I don’t know the answer.

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Matching Marketing Technology to Business Strategy: A Starting Framework

Customer Experience Matrix

.* When Scott asked for content suggestions during the early stages of the conference planning, my reaction was that one thing everyone needs is a framework for relating marketing technology investments to larger business strategy. The implication is that every business needs to adapt a strategy of customer intimacy. Bluff called.

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BadTech Is the Next New Thing

Customer Experience Matrix

I’m referring to is the backlash against big tech firms – Google, Amazon, Apple, and above all Facebook – that have relentlessly expanded their influence on everyday life. Here – this is not a joke – a university is putting school-controlled Amazon Echo listening devices in every dorm room The press continues to get it wrong.

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Facebook, Privacy, and the Future of Personalization

Customer Experience Matrix

Washington Post finds paid reviews are common on Amazon , despite being officially banned. Attacks from All Sides Politicians, government agencies, and business rivals are all trying to gain advantage from the new interest in privacy. Certainly Google, Amazon , and others are tip-toeing quietly in background hoping not to be noticed.

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2017 Retrospective: Things I Didn't Predict

Customer Experience Matrix

In no particular order, things I didn’t quite expect this year include: - pushback against the walled garden vendors (Facebook, Google, Amazon, Apple, etc.) Did you know that Amazon accounted for more than half of all Black Friday sales last week?) If anybody wants to co-author a Harvard Business Review article on this, let me know.