Customer Experience Matrix

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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?) onboarding”) are part of this too. growth in voice interfaces.

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Martech in the Apolocalypse

Customer Experience Matrix

It’s people’s concerns about being tracked that leads Chrome, Safari, Firefox, and every other major browser to block third party cookies, although you all know that Google just deferred that on Chrome yet again. And privacy is just one of the challenges that Google, Facebook, and other Big Tech companies like Apple and Amazon.

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Self-Driving Marketing Campaigns: Possible But Not Easy

Customer Experience Matrix

The dominant feature of today’s business environment is accelerating change. AI itself is part of that change but there are other forces at play: notably, the “ personal network effect ” that drives companies like Facebook, Google, and Amazon to hoard increasing amounts of data about individual consumers.

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Will Privacy Regulations Favor Internet Giants?

Customer Experience Matrix

Some Customer Data Platforms include orchestration features and others don’t; conversely, some orchestration systems are Customer Data Platforms and some are not. Google and Facebook will spend whatever they must to protect their businesses, in the same way that auto manufacturers found ways to comply with safety and pollution regulations.

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Zaius Offers Mid-Market Customer Data Platform Plus Analytics and Campaigns

Customer Experience Matrix

I probably wasn’t helped by Zaius’ Web site, which calls it a “B2C CRM” and then lists single customer view, real-time marketing automation, and cross-channel attribution as its main features. It has connectors to gather data from Shopify and Magento ecommerce systems and the Segment , Tealium and Google tag managers.*

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CaliberMind Offers B2B Orchestration with a Twist

Customer Experience Matrix

The system can accept feeds from major advertising systems ( GoogleAdwords , Bing , Facebook Ads ), from Web analytics ( Google Analytics , Mixpanel ), and various data stores ( MySQL , Amazon Redshift and S3 , MongoDB , Apache Hive , etc.). Its data unification and access features clearly qualify it as a Customer Data Platform.

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Facebook, Privacy, and the Future of Personalization

Customer Experience Matrix

Readers of this blog and the CDP Institute newsletter know that I’ve been fussing for years about privacy-related issues with Facebook , Google , and others. In a nutshell, the Facebook news has made people aware of how broadly their data is shared and GDPR has shown them it doesn’t have to be this way. So much for that.

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