Customer Experience Matrix

Privacy Regulations Will Lead to Advertising Innovation

Customer Experience Matrix

Naysayers doubted that the European Union’s General Data Protection Regulation (GDPR) and ePrivacy rules, California Consumer Privacy Act (CCPA) and related privacy regulations would have any real impact on the flow of consumer data.

Why Are There So Many Types of Customer Data Platforms? It's Complicated.

Customer Experience Matrix

I spend much of my time these days trying to explain Customer Data Platforms to people who suspect a CDP could help them but lack clear understanding of exactly what a CDP can do. At the end of our encounter they’re often frustrated: a simple definition of CDP still eludes them.

Tableau, Looker, and Origami Logic Acquisitions Show Analytics Is In Fashion

Customer Experience Matrix

One of the unwritten laws of punditry is that one event is random, two events are interesting, and three events make a trend.

Do Customer Data Platforms Need Real-Time Processing?

Customer Experience Matrix

Is real-time processing a requirement for a Customer Data Platform? It’s a deceptively simple question that can’t be answered without resolving two additional questions: What do we mean by real-time processing? How do we decide what is and isn’t a requirement?

How B2B Marketing is Changing in 2018

Gain exclusive insights on priorities, tactics, and challenges from SMB Marketing Leaders.

Salesforce Customer 360 Solution to Share Data Without a Shared Database

Customer Experience Matrix

Salesforce has sipped the Kool-Aid: it led off the Dreamforce conference today with news of Customer 360 , which aims to “help companies move beyond an app- or department-specific view of each customer by making it easier to create a single, holistic customer profile to inform every interaction”.

What's Next for the CDP Industry?

Customer Experience Matrix

It’s been quite fascinating to watch the Customer Data Platform industry develop over the past few years. So far, we’ve seen two main trends emerge: extension of CDP product scope beyond the core of building the customer database itself and expansion into new industries.

How to Build a CDP RFP Generator

Customer Experience Matrix

Recent discussions with Customer Data Platform buyers and vendors have repeatedly circled around a small set of questions: what are the use cases for CDP? This really means, when should you use a CDP and when should you use something else?) what are the capabilities of a CDP?

RFP 280

The Privacy Multiverse: A Fantasy in Three Acts

Customer Experience Matrix

Jamie knew something was wrong when his alarm clock didn’t greet him by name. Weird, he thought. Things quickly got weirder. The water in the shower wasn’t set to the right temperature. The traffic report mentioned an accident nowhere near his route to work.

2018 Was a Great Year for Customer Data Platforms

Customer Experience Matrix

The CDP industry had a great 2018, growing by 60% and reaching $740 million revenue, according to the CDP Institute’s just-released Industry Update (click here to download ). The industry added 29 vendors and 2,653 employees, slightly more than the 26 vendors and 2,233 employees added in 2017.

The Account-Based Marketing Playbook

Account-Based Marketing is a strategy, not a solution.

Oracle CX Unity Looks Like a Real Customer Data Platform

Customer Experience Matrix

I finally caught up with Oracle for a briefing on the CX Unity product they announced in October. Although it was clear at the time that CX Unity offered some version of unified customer data, it was hard to understand exactly what was being delivered. The picture is now much clearer.

It's CDP Time for Marketing Cloud Vendors

Customer Experience Matrix

Adobe, Salesforce and Oracle all made announcements regarding Customer Data Platform products this week. None are world-changing: Salesforce described a planned extension of Customer 360 ; Abobe announced triggered journey campaigns that draw on its “real time CDP”, and Oracle described CDP services from systems integrators. But the fact that all three vendors are addressing the topic raises some interesting questions. Why does this matter to technology and marketing professionals?

Vendor 162

What's Next for the Customer Data Platform Industry?

Customer Experience Matrix

Customer success platform Gainsight recently released a Customer Data Platform module for its system. This followed Freshworks’ acquisition of Natero , another customer success platform that builds a unified customer database. Totango, another customer success platform, also positions itself as CDP.

Customer Data Platforms vs Master Data Management: How They Differ

Customer Experience Matrix

My wanderings through the Customer Data Platform landscape have increasingly led towards the adjacent realm of Master Data Management (MDM). Many people are starting to ask whether they’re really the same thing or could at least be used for some of the same purposes.

7 Marketing and Sales Strategies to Grow Your Revenue Fast

Speaker: Christopher Ryan, Founder and CEO of Fusion Marketing Partners

Many companies have the core marketing and sales elements to take their revenue to the next level, but are still missing out on some key opportunities. Join Christopher Ryan, CEO of Fusion Marketing Partners and writer of the recent book "The Expert’s B2B Revenue Growth Playbook," to discover seven steps that you can immediately take to grow your company’s revenue quickly and consistently!

Informatica Buys AllSight and What It Means for the CDP Industry

Customer Experience Matrix

Informatica announced last week that has purchased AllSight , a Toronto-based Customer Data Platorm vendor. This is interesting on several levels: A CDP vendor is being bought by an established enterprise data management firm.

Buy 168

Third Party Data Is Not Dead Yet

Customer Experience Matrix

Third party data is not dead yet. It was supposed to be.

Purpose-Driven Marketing Comes to Town

Customer Experience Matrix

“If you can fake sincerity, you’ve got it made” runs the old joke.

Privacy-Protecting Systems Are The New Green

Customer Experience Matrix

Let’s take a break from Customer Data Platforms to do some trend-spotting. I spy with my little eye…privacy systems! Specifically, there's a crop of systems that are privacy-safe alternatives to dominant social, search, email and other common consumer technologies. One well known example is DuckDuckGo , which positions itself as “a search engine that doesn’t track you”. But there are plenty of others.

A Crash Course in B2B Email Creative

Speaker: Howard Sewell, President, Spear Marketing Group

Too often, email campaigns are seen as something that "just anyone" on your team can put together. But in today's attention economy, strong creative can be the defining factor that gets your email to stand out in the inbox. Join Howard Sewell of Spear Marketing Group, a leading B2B agency, as he uses real-world examples to highlight tips, techniques and key principles that can make or break your campaigns.

State of Customer Data Platforms in Europe

Customer Experience Matrix

The Customer Data Platform Institute will be launching its European branch later this month with a series of presentations in London, Amsterdam and Hamburg.

Predictive Marketing Vendors Look Beyond Lead Scores

Customer Experience Matrix

It’s clear that 2015 has been the breakout year for predictive analytics in marketing, with at least $242 million in new funding, compared with $366 million in all prior years combined. But is it possible that predictive is already approaching commodity status?

CDP Myths vs Realities

Customer Experience Matrix

A few weeks ago, I critiqued several articles that attacked “myths” about Customer Data Platforms. But, on reflection, those authors had it right: it’s important to address misunderstandings that have grown as the category gains exposure. So here's my own list of CDP myths and realities.

European CDP Market Is Still Behind the U.S.

Customer Experience Matrix

I returned earlier this week from a sequence of workshops, speeches, and meetings in Europe, all focused on Customer Data Platforms. Here are some observations: - The European CDP market is indeed behind the U.S.

Vendor 159

5 Imperatives of a Rockstar ABM Program

Speaker: Danny Nail, Sr. Director, Head of Global Account Based Marketing, SAP

Want to get started with ABM, but not sure where to begin? It's all about understanding: understanding your customers, understanding on an organizational level what your definitions, approaches, and ideal outcomes are, and having the understanding - and support - of your stakeholders. Join Danny Nail, Head of Global Account Based Marketing at SAP and SAP Marketer of the Year, as he explains five concrete steps your organization can take to achieve ABM excellence.

Consumers Aren't As Into Personalization As You Think, and Other Survey Results

Customer Experience Matrix

I review a lot of surveys -- easily a dozen each week. Mostly they go into a big file which I mine occasionally for helpful factoids to spice up a paper or presentation. Sometimes I take a more thorough tour to look at some bigger issues. Today is one of those days.

Survey 162

What's Different About European CDPs?

Customer Experience Matrix

For reasons that made sense at the time, I recently interviewed myself about the CDP Institute's latest review of Europe-based CDP vendors. Here's how that went. What do you think potential CDP buyers would find the most interesting stats from this?

BadTech Is the Next New Thing

Customer Experience Matrix

Forget about Martech, Adtech, or even Madtech. The next big thing is BadTech. 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.

Get Ready for CDP Horror Stories as Customer Data Platforms Enter the Trough of Dillusionment

Customer Experience Matrix

It’s nearly a year since Gartner placed Customer Data Platforms at the top of its “hype cycle” for digital marketing technologies. The hype cycle shouldn’t be taken too literally but it does capture the growing interest in CDPs and reminds us to expect this attention to attract critics.

Customer-Centric Websites: Successful Strategies to Engage B2B Buyers

Speaker: Kellie de Leon, Vice President of Marketing & Strategy, The Mx Group

Chances are, you’re under the gun to convert more leads from your website. To increase conversion, your site needs high-quality content, user-friendly navigation paths, and calls to action that appeal to your target customers. But how do you go about this? And wouldn’t it be great to see some real-world examples from B2B companies that are doing it successfully? Kellie de Leon, VP of marketing and strategy at B2B agency The Mx Group, works with marketers every day to help them create and execute customer-centric strategies and content that increase web engagement and conversion. In this webinar, she'll discuss how to make your website more customer-centric.

Customer Data Platforms Revisited: The Future of Marketing Data

Customer Experience Matrix

It’s nearly two years since I introduced the concept of a Customer Data Platform , defined as a marketer-controlled system that builds a multi-source customer database and exposes it to external execution systems.

Campaign Management Is Dead. Here's What Next-Generation Marketing Automation Looks Like.

Customer Experience Matrix

Scientists tell us that the attention span of the average human is now shorter than the attention span of a goldfish.(1) 1) In such a world, the chances of anyone reading this 2,000 word blog post are pretty much nil.

Marketing Technology of the Future: Beyond the Customer Data Platform

Customer Experience Matrix

The last three minutes of my MarTech Conference presentation are driving me crazy. The preceding portions cover the current state of Customer Data Platforms. I have no trouble talking about that.

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. With the issue now attracting much broader public attention, I’ve backed off my own coverage.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

The Light Bulbs Have Ears: Why Listening Is Voice-Activated Devices' Most Important Skill

Customer Experience Matrix

If one picture’s worth a thousand words, why is everyone rushing to replace graphical interfaces with voice-activated systems? The question has an answer, which we’ll get to below. But even though the phrasing is a bit silly, it truly is worth asking.