Customer Experience Matrix

BlueVenn Bundles Omnichannel Journey Management, Personalization, and Single Customer View

Customer Experience Matrix

This lets BlueVenn support real time interactions in Web and call center channels. BlueVenn has only been active in the U.S. market only since March 2016, although many U.S. marketers will recall its previous incarnation as SmartFocus.*

Marketers Are Struggling to Keep Up Customer Expectations: Here's Proof

Customer Experience Matrix

complete customer view cross-channel customer profiles customer data management customer data platforms customer expectations customer experience management real-time interaction management

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Mariana Uses Artificial Intelligence to Build Personas and Find Target Audiences

Customer Experience Matrix

And, yes, Crystal advises you how to interact with others based on those insights, going so far as to suggest changes to your emails to better fit the style of the recipient.

suitecx Offers Industrial-Strength Customer Journey Maps and More

Customer Experience Matrix

It involves not just listing interactions or displaying them in a diagram, but also analyzing their contents, results, and supporting systems. The grids are automatically generated from the interaction list developed in diagosticcx or imported via spreadsheet.

Landscape of MarTech Vendor Directories

Customer Experience Matrix

As you see, this contains four sets of products: the original six landscapes, divided between the static images and the two interactive options (both very cool).

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Customer Data Platforms Revisited: The Future of Marketing Data

Customer Experience Matrix

Customer Management Functions CDPs exist because marketers need to coordinate customer (and prospect) interactions across channels.

Marketing Technology of the Future: Beyond the Customer Data Platform

Customer Experience Matrix

Social networks, mobile devices including phones and wearables, and the Internet of Things will provide ever-more details about the precise situation of each customer during each interaction. The last three minutes of my MarTech Conference presentation are driving me crazy.

Should Customer Data Platforms Be "Marketer-Controlled"?

Customer Experience Matrix

A CEH allows personalized, contextual customer engagement, whether through a human, artificial agent, or sensors, across all interaction channels.

SalesPredict Offers Highly Automated, Highly Flexible Predictive Modeling

Customer Experience Matrix

Users can drill further into each record to see more customer and company information including previous interactions, products owned, and won or lost deals. A couple of weeks ago, I wrote that “predictive everywhere” is one of major trends in data-driven marketing.

Tealium Grows from Tag Manager to Customer Data Platform

Customer Experience Matrix

It’s an important differentiator compared with other Customer Data Platforms, which often don’t support true real-time interactions. It took me an embarrassingly long time to recognize why Tealium ’s AudienceStream is just a bit odd.

Pointillist Journey Orchestration Discovers Customer Paths for Itself (Marketing Automation is Doomed, I Tell You)

Customer Experience Matrix

Plenty of other vendors have the potential to make the transition – in particular, products developed for real time interactions and Web personalization. This post will resume the tour I started in March of journey orchestration engines – our new friend JOE.

Guide to ABM Vendors: What's in a Complete ABM Stack?

Customer Experience Matrix

These are summarized in the table below: ABM Process System Function Sub-Function Identify Target Accounts Assemble Data External Data Select Targets Target Scoring Plan Interactions Assemble Messages Customized Messages Select Messages State-Based Flows Execute Interactions Deliver Messages Execution Analyze Results Reporting Result Analysis You might assume that a complete ABM stack would include systems that do all of the functions and sub-functions, but that’s only half right.

Lytics Adds Marketing Recommendations to a Customer Data Platform

Customer Experience Matrix

The first step is to summarize customer behavior with scores for interaction momentum, quantity, frequency, responsiveness, and intensity.

MDC DOT Provides Marketing Automation for Direct Salespeople

Customer Experience Matrix

The initial tagging and subsequent redirection both require inserting some MDC Dot code onto whatever content the salesperson uses for the initial customer interaction. I briefly mentioned MDC Dot in an earlier blog post about giving sales people access to marketing automation capabilities.

BlueConic User-Driven Marketing Maturity Model: Surprises on the Road to Customer-Centric Marketing

Customer Experience Matrix

BlueConic gets involved at Level 1, where treatments are tailored to the individual but each interaction managed independently within each channel. What changes at this level is that interactions within each channel are now coordinated by the central engine.

Infor Epiphany Marketing and Interaction Advisor: Good Examples of B2C Marketing Automation

Customer Experience Matrix

The crown jewel turned out to be RightPoint, a pioneering real-time interaction manager since renamed Interaction Advisor. Bear in mind that this limit applies only to outbound campaigns: Interaction Advisor provides true real-time response to inbound interactions.

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Marketo Adds Custom Objects. It's a Big Deal. Trust Me.

Customer Experience Matrix

For people who understand such things, the importance is clear: custom objects open the path to Marketo supporting new channels and interactions, removing a major roadblock to competing as the core decision engine of an enterprise-grade customer management system. My first question when Marketo announced its new mobile app connector this week wasn’t, “What cool new things can marketers do?” but “Where is the data stored?” It''s not that I''m obsessed with data. Well, maybe a little.)

Just Released: ABM Vendor Guide Gives Detailed Comparison of 40 ABM Vendors

Customer Experience Matrix

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. Plan Interactions Assemble Messages Customized Messages Vendors in this category build messages that are tailored to the recipient.

Sailthru Offers End-to-End Omnichannel Personalization for B2C Marketers

Customer Experience Matrix

These are linked across channels to a customer identity that is usually known at the start of an interaction. The identity might be available because the customer is interacting with a mobile app for which she has registered, is responding to an email or text message that was already tied to her identity, has logged into an ecommerce Web site, or is known through a cookie that was previously linked to her identity.

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Pega Customer Decision Hub Offers High-End Customer Journey Orchestration

Customer Experience Matrix

Offers can include multi-step flows with interactions over time and across channels. My previous posts about Journey Orchestration Engines (JOEs) have all pointed to new products. But some older systems qualify as well. In some ways they are even more interesting because they illustrate a mature version of the concept.

Neolane Interaction Tightly Integrates Real-Time and Outbound Marketing Campaigns

Customer Experience Matrix

One of its offerings, originally launched in 2009, is its real-time interaction manager, Neolane Interaction. Interaction performs the same basic functions as other interaction managers: it receives a request from an external touchpoint that is engaged with a customer, selects the best treatment, and returns the recommendation to the touchpoint. However, it differs in several key details: - it supports both batch (outbound) and real time interactions.

StrongView Moves Beyond Email to Real-Time, Contextual Marketing

Customer Experience Matrix

advertising effectiveness contextual marketing email service providers marketing agencies marketing automation marketing service providers one to one marketing real-time interaction management Today''s email vendors face an interesting business challenge.

Email 75

I've Discovered a New Class of System: the Customer Data Platform. Causata Is An Example.

Customer Experience Matrix

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 ). Model scores and other data are updated in real time during an interaction.

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New Frontiers in Data Driven Marketing

Customer Experience Matrix

This, in turn, requires integrated systems to gather the necessary data in a single location, track interactions with individuals, send appropriate messages, and monitor results.

BlueConic Selects Targeted Messages Using a Cross-Channel Marketing Database

Customer Experience Matrix

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. This blog has mentioned BlueConic in passing a couple of times but never quite gotten around to reviewing it in detail. Until now.

Future of Marketing Content: Reflections on the Content2Conversion Conference

Customer Experience Matrix

Vendors including Highspot , SnapApp , Ceros , Uberflip , and ion interactive all let marketers track customer behaviors within a piece of content – such as how much time is spent on each page or even regions within a page. I spent the early part of this week at Demand Gen Report 's Content2Conversion conference. The event was superbly run, as usual, but I didn't sense any over-arching pattern until I was literally on my out the door and stopped for one last chat with some colleagues.

MarTech Madness: Marketing Technology Managers Come Out to Play in San Francisco

Customer Experience Matrix

But several offered some kind of interactive content, which I’d define as content that captures information about the user either through recording behaviors or explicitly asking for input ( HapYak , ion interactive , LookBook HQ , SnapApp , and arguably Uberflip and Vidyard ). That’s different from capturing behaviors with interactive content, as described above, although the same system could do both: in fact, I'd put LookBook HQ in both categories.

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

Customer Experience Matrix

Zaius assigns events to sessions after they are linked to unified identities, so one session can include interactions across several channels. It wasn’t until the end of a long demonstration that I finally understood what Zaius is. Which is pretty ironic, since they’re an almost perfect example of a Customer Data Platform – that is, a system that assembles customer data from multiple systems and makes it available for marketing and analytics.

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VEST Report: Latest Trends in Marketing Automation, and Where's My Hoverboard?

Customer Experience Matrix

The new version includes a big technical change: instead of the interactive Flash document that was very cool but people often had trouble running, it’s now a combination of PDF for the core document and Excel spreadsheet for the detailed vendor scores.

Coherent Path Auto-Optimizes Promotions for Long Term Value

Customer Experience Matrix

It starts with about two years’ of interactions for most clients, so it can see good sample of customers who have already completed a journey to high value status. One of the grand challenges facing marketing technology today is having a computer find the best messages to send each customer over time, instead of making marketers schedule the messages in advance.

SAS by the Sip: SAS Viya Offers Open APIs to Individual Services in the Cloud

Customer Experience Matrix

The initial CI 360 release includes two modules, Discover (mobile and Web reporting) and Engage (digital interactions including testings). SAS held its annual Global Forum conference this week, which marked the company’s 40th anniversary. One key to its long-lived success was an early decision to sell software by annual subscription, rather than the one-time perpetual license standard in the industry when SAS started.

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Ensighten Transforms Web Tags into Rich Customer Data

Customer Experience Matrix

I’ll end where I started: what Ensighten (and Tealium and others) are doing is remarkably clever: take a mundane service (tag management) that places them in a strategic position (touching all digital interactions) and use it to build a strategic service. Looking back once more at last month’s post on the future of marketing data , you may recall that I briefly mentioned the intriguing rise of Web tag management systems as platforms to integrate customer data.

Marketing attribution systems: a quick look at the options

Customer Experience Matrix

This question disqualified a few vendors that look only at online interactions. I’ve seen a lot of attribution vendors recently. If you're a regular reader here, you saw my reviews of Claritix ( last week ) and BrightFunnel ( in December). Last week caught up with Jeff Winsper of Black Ink , which I'll hopefully review before too long.

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Next-Generation Marketing Automation Systems Target Small Business

Customer Experience Matrix

The system’s particular strength is tracking customer activities across different channels by assigning them campaign codes; this covers emails, Web visits, social media responses, and CRM interactions.

Latest Marketing Technology Acquisitions Bypass Marketing Automation Vendors

Customer Experience Matrix

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.

Bislr: A "Marketing Operating System" That Includes Marketing Automation As An App

Customer Experience Matrix

Users can create dynamic lists and see a detailed history of an individual’s interactions.

API 88

Teradata Integrates Its Marketing Automation Acquisitions for Enterprise Marketers

Customer Experience Matrix

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.

Marketing Automation's Unhappy Users: Trouble in Paradise?

Customer Experience Matrix

Key findings will be presented in a Webinar next Thursday, sponsored by TreeHouse Interactive ; you can register here. As I mentioned in last week''s post , I’m writing a paper on stages of marketing automation deployment.

CrossEngage Orchestrates Customer Journeys Using Events

Customer Experience Matrix

Some systems are largely limited to online interactions, while others are built to combine online and offline channels. CrossEngage works in online channels, using its own tags to capture Web interactions and API connections to ingest data from email providers, mobile apps, and other sources.

Hive9 Marketing Performance Management Includes Customer Journey Optimization

Customer Experience Matrix

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.