Customer Experience Matrix

AUGUST 27, 2020

Data subject interactions. These are interactions between the system and the people whose data it holds (“data subjects”). The main interactions are to gather consent when the data is collected and to respond to subsequent “data subject access requests” (DSARs) to view, update, export, or delete their data. Policy definition.

Privacy 180

Privacy Enterprise Management Work Management Marketing Management 180

Customer Experience Matrix

NOVEMBER 29, 2010

Summary: Treehouse Interactive has been slowly enhancing its marketing automation system with features that appeal to experienced users. It’s been nearly two years since my last review of Treehouse Interactive. It’s been nearly two years since my last review of Treehouse Interactive. Here's an update. Web analytics.

Features 120

Features Marketing Automation Services Marketing Management Salesforce.com 120

Customer Experience Matrix

MARCH 11, 2008

This brings us to eglue , which offers “real time interaction management” (my term, not theirs): that is, it helps call center agents, Web sites and other customer-facing systems to offer the right treatment at each point during an interaction. Eglue can use standard database queries or Web services calls to capture interaction data.

Ideal Customer Profiles 120

Ideal Customer Profiles Work Management Marketing Management Rules 120

Customer Experience Matrix

MAY 20, 2009

Vendors who replace conventional decision rules with automated statistical methods may gain a key competitive advantage because the automated methods produce substantially and measurably better results. But those direct interactions also built a relationship between the salesperson and the prospect.

Digital Asset Management 120

Digital Asset Management Work Management Marketing Management Rules 120

Customer Experience Matrix

JULY 17, 2009

Summary: Right On Interactive's 5Buckets connects lists from external customer management systems with many types of output vendors (email, print, fax, text message, automated voice). But time intervals between steps must still be built into the external selection rules. Now is a good time to remedy that.

Multi-Channel 120

Multi-Channel Marketing Automation Services Demand Generation Agencies Advertising Channels 120

Customer Experience Matrix

MARCH 18, 2009

I originally spoke with Treehouse Interactive in late January, but didn’t write about them because weren’t quite ready to talk about their Salesforce.com integration. But Treehouse Interactive has been growing quietly all that time, now reaching a perfectly respectable 100 or so clients, of which more than half use MarketingView.

Demand Generation Agencies 120

Demand Generation Agencies Demand Generation Demand Enterprise Management 120

Customer Experience Matrix

AUGUST 24, 2016

Or it may use data-driven rules to select contents within the message, such as “show a ‘see demonstration’ button to new prospects and a ‘customer service’ button to current customers”. Systems may also use predictive models rather than rules to select the right message.

Marketing Automation Services 120

Marketing Automation Services Vendors Account Based Marketing ABM 120

Customer Experience Matrix

JANUARY 2, 2007

Or at least, that’s my interpretation of what led it to publish a paper on “Predictive Customer Interaction Management,” available here. The paper speeds past the niceties of why interaction management is important to reach its real topic: what a customer interaction management architecture looks like.

Enterprise Management 120

Enterprise Management Marketing Management Paper Touchpoints 120

Customer Experience Matrix

JANUARY 3, 2017

Data can be loaded in real time during Web or call center interactions, by querying external sources through API connections, or through batch uploads. Most of this data is read from external systems at the start of an interaction, used during the interaction to provide context, and stored with the interaction records for future analysis.

Ideal Customer Profiles 0

Ideal Customer Profiles Paid Search Agency Classified Ads Rules 0

Customer Experience Matrix

OCTOBER 29, 2017

The intelligence (decision) layer provides rules, recommendations, visualization, packaged and custom analytics, and reporting. It’s not unique to Flytxt but it's also not standard among customer interaction systems. On the other hand, Flytxt doesn't place its programs or offers into the larger context of the customer lifecycle.

Enterprise Management 212

Enterprise Management Marketing Management Paid Search Agency Ad Frequency 212

Customer Experience Matrix

FEBRUARY 19, 2018

One typical use is deciding how much to bid for a display ad impression; another is to choose products or offers to make during an interaction. These methods use the individual-level data about marketing contacts and results, but apply fixed rules to allocate credit. Several CDP systems offer this type of analysis.

Allocation 120

Allocation Paid Search Agency Analysis Comparison 120

Customer Experience Matrix

MARCH 29, 2016

This still isn't a purely objective process because some human or machine judgement is still needed to exclude irrelevant details, assign interactions to journey stages, and select the most important sequences. The map shows the number of interactions by channel and stage and highlights the most common path taken by buyers.

Work Management 120

Work Management Marketing Management Multi-Touch Attribution Optimization 120

Customer Experience Matrix

MARCH 14, 2017

They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery. I will say that I’ve now seen enough orchestration systems to start making subtle distinctions among them.

Ideal Customer Profiles 214

Ideal Customer Profiles Work Management Terms and Conditions Elasticity 214

Customer Experience Matrix

NOVEMBER 24, 2016

Indeed, some features the product had a decade ago are still cutting edge today – my favorite is simulation of proposed decision rules to assess their impact before deployment. Audiences can be built using segmentation rules or selected by predictive models. It brings together audiences, offers, and actions.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

NOVEMBER 15, 2012

real time interaction managers), which are used to select the best treatment during a Web visit, telephone call, or other interaction. Maybe marketers don’t realize how much improvement they get from driving recommendation with predictive models rather than simple rules. making decisions based on rules and predictive models.

Marketing Management 120

Marketing Management Marketing Automation Services Multi-Channel Touchpoints 120

Customer Experience Matrix

JUNE 2, 2016

Choose triggers for your messages, based on time, behavior or interaction with other messages. When people are eligible to receive a new message, Intercom looks at all the messages in the campaign, identifies the ones the customer matches the rules for and sends them the highest priority message. Note: I haven't spoken with Intercom.

Campaigns 120

Campaigns Marketing Automation Services Trigger Marketing Work Management 120

Customer Experience Matrix

OCTOBER 7, 2018

This isn't a CDP feature but it's needed to deliver the use case for Real time web interactions. We could also write some rules to make general observations and recommendations based on the inputs, such as what to prioritize. Use Cases : shows which capabilities are needed for which use case.

RFP 266

RFP Generation Vendors Ad Building 266

Customer Experience Matrix

MAY 26, 2011

One of the few dependable rules in the software industry is that Suites Win. A class of systems to do this has long existed, loosely labeled as “interaction managers” or “decision engines”. These systems manage outbound campaigns and real-time interactions using a combination of business rules and predictive models.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JANUARY 24, 2018

The system can apply statistical methods and rules to identify multiple devices used by the same person, such as computers, tablets, smart phones, and home appliances. This refers to interactions with the company’s own Web site, whether on a desktop computer or mobile device. Probabilistic match (a.k.a. cross device match”).

Work Management 166

Work Management Marketing Management Vendors Ideal Customer Profiles 166

Customer Experience Matrix

JULY 1, 2016

In addition to assigning an account list and defining individual selection criteria, program set-up includes creating rules to classify accounts into buying stages. These rules draw on behaviors of all individuals within the account, looking primarily at direct interactions with the company Web site, CRM, and marketing automation.

Account Based Marketing 120

Account Based Marketing ABM Work Management Marketing Management 120

Customer Experience Matrix

FEBRUARY 7, 2019

One difference seemed to be that Europeans are willing to interact with vendors as a way of learning: while many U.S. The common attitude was that privacy rules were already tight in the countries we visited (Belgium, Netherlands, Germany and France), so GDPR hadn’t required significant adjustments.

Work Management 136

Work Management Marketing Management Paid Search Agency Vendors 136

Customer Experience Matrix

MARCH 18, 2010

Business process technology vendor Pegasystems announced on Monday that it was purchasing Chordiant , which offers a central decision engine for customer interactions. At that time, they had just added some slick simulation capabilities that estimated outcomes if a different set of rules had been applied to historical interactions.

Work Management 120

Work Management Marketing Management Marketing Automation Services Buy 120

Customer Experience Matrix

MAY 3, 2013

Over the past year, the company has added “social listening” capabilities and begun offering itself to marketing agencies as a customer interaction manager. Rather, like most interaction managers, it calls data from external sources during each decision. Decisioning is Provenir’s greatest strength.

Marketing Automation Services 120

Marketing Automation Services Marketing Management Paid Search Agency Wikipedia 120

Customer Experience Matrix

JULY 14, 2017

Users do have to tell source systems what information to send and map inputs to standard entities such as customer name, product ID, or interaction type. As before, Blueshift can ingest, store and index pretty much any data with no advance modeling, using JSON, MongoDB, Postgres, and Kafka.

Features 120

Features Enterprise Management SMS Multi-Channel 120

Customer Experience Matrix

APRIL 25, 2013

Similarly, there have long been specialized systems for real-time interaction management (such as Infor Interaction Advisor and Oracle Real Time Decisions ) and for predictive modeling ( SAS , IBM SPSS , KXEN ). These options can have qualification rules. each having predefined attributes. These will further speed deployment.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Class 120

Customer Experience Matrix

SEPTEMBER 27, 2014

This definition distinguishes CDPs from traditional marketing automation products, which do their own execution, and from real-time interaction managers, which lack persistent data stores. BlueConic’s pricing is already data-centric: fees are based on numbers of profile and channels, not interactions or messages.

Enterprise Management 120

Enterprise Management Marketing Management Marketing Automation Services Advertising Channels 120

Customer Experience Matrix

AUGUST 18, 2016

Identify Target Accounts Plan Interactions Execute Interactions Analyze Results The next step was to define the system functions that support each process step. Plan Interactions Assemble Messages This includes building marketing messages and importing messages built in external systems. Either approach can be effective.

Work Management 120

Work Management Marketing Automation Services Marketing Management Account Based Marketing 120

Customer Experience Matrix

APRIL 13, 2017

Monetate last week announced its latest enhancement, a machine-learning-powered “intelligent personalization engine” that supplements its older, rules-based approach. Actions can be reused across campaigns and campaigns can contain rules to select different actions in different situations. That day has come.

eCommerce 120

eCommerce Personalization Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

APRIL 13, 2018

The author sees a new, distributed trust model built on transparent, peer-based reputation (think Uber and Airbnb )* that lets people confidently interact with strangers. The chapter headings suggest she ends up proposing blockchain as the ultimate solution. That’s very different attitude from the U.S.

Ad Building 120

Ad Building Peer-to-peer Privacy Privacy Protection 120

Customer Experience Matrix

MAY 27, 2014

By sophisticated, I means that recommendations are based on individual and group behaviors, can aim at upsell, cross sell, top sellers, or personal history; and can be modified based on user-specified rules for exclusions, promoted items, filters such as gender or region, or particular categories.

Paid Content 120

Paid Content Paid Search Agency Ideal Customer Profiles Advertising Agencies 120

Customer Experience Matrix

SEPTEMBER 2, 2014

The Analysis Tool asks about: - nine types of marketing programs , ranging from customer profiling to real time interactions to loyalty programs to marketing measurement. These are rated on a spectrum of integration capabilities, from being totally isolated to allowing real time interactions. Again, you can try the tool here.

Analysis 120

Analysis Advertising Benchmark Tools Work Management 120

Customer Experience Matrix

APRIL 13, 2016

ONE provides its own Javascript tag to capture Web and email interactions and a SDK to connect with mobile apps. This allows ONE to store nearly any kind of data including not just customer attributes and identifiers, but also interaction and purchase details, touchpoint configurations, and product information. until recently.

Marketing Automation Services 120

Marketing Automation Services Work Management Ideal Customer Profiles Marketing Management 120

Customer Experience Matrix

MARCH 13, 2014

Products like Unica (now IBM ), Teradata Customer Interaction Manager, and SAS Marketing Automation were introduced before the earliest B2B marketing automation systems and B2C email products. The system can deliver emails and support real time interactions across other channels.

Enterprise Management 120

Enterprise Management Marketing Automation Services Resource Management Marketing Management 120

Customer Experience Matrix

AUGUST 25, 2016

This is roughly similar to campaign management except that campaign entry rules are usually defined independently, so customers don’t automatically flow from campaign to campaign in the way that they flow from state to state. In other words, the essence of state-based flows is the system defines a set of conditions (i.e.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Vendors 120

Customer Experience Matrix

MAY 22, 2013

Even the leading survivors, including Neolane (founded 2001) and RedPoint (founded 2006) have their roots in traditional outbound campaigns, although they now support Web, social, and real-time interactions to varying degrees. All well and good, but it means you need to build a separate flow for each step in a multi-stage interaction.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Marketing Management Marketing Automation 120

Customer Experience Matrix

AUGUST 30, 2012

Specific changes include: - a new contact database that is much more flexible than the original HubSpot database, allowing access to all types of email and landing page interactions within HubSpot and to social media activities imported to the system. The new database is built with HBase , which accesses Hadoop files. workflows (hah!

Hubspot 120

Hubspot Top of Funnel Ideal Customer Profiles Landing Pages 120

Customer Experience Matrix

MAY 24, 2014

Although the attribution vendors'' primary focus is helping to measure and improve the results of digital advertising, the data they assemble incorporates all types of interactions and can ultimately support other types of analysis and execution. (See my 2013 post on Adometry for details.)

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Acquisitions 120