aheadCRM

One of the most overused buzzwords these days is „hyperpersonalization“. But, apart from the hyperbole around it – pun definitely intended – there are a lot of questions around this term, starting from, what is it? What is the purpose? Does it work at all? Does it have one or is it just a fad? After all, we know personalization since the early 80s, just that we called it 1:1 marketing then. Of course, we didn’t have the technology then to scale it, which is definitely something that we do have now. On the other hand, improving technology is faced by an increased desire for privacy, which is at odds with what hyperpersonalization, personalization in general, stands for. This blog post is based upon a CXChangersTalk that I had with CRM industry analyst Marshall Lager , who observes and shapes the industry since 2004 in various dependent and independent roles, most notably at CRM Magazine , G2 and Informa . In his words, hyperpersonalization “ doesn’t go away and evolves constantly. ...

This time, the CRMKonvos gang had a long and good chat with Jon Reed , co-founder of diginomica , one of the premier media outlets that serve the information needs of enterprise leaders in a digital era. Together, we have attended a good number of virtual events, which led to different experiences. Jon has written about virtual and hybrid events, we have our opinions. So what is better than having a frank discussion on what to do, what not, how to measure, what to measure. Of course, this easily touches the hot topic of personalization, and then AI driven personalization and AI in general. A long and very good conversation with one of the most influential thought leaders. Enjoy, as it is highly informative!

Personalization vs. Customer Experience As it is the case for most of my colleagues I regularly get pitched by businesses about customer experience news that they want to talk about and that normally are pretty interesting. So, also a few days ago, when I got pitched by AR relations of a major European bank that wanted to talk about a new partnership and “what personalisation tech can offer in terms of a way to side-step legacy tech barriers to provide meaningful customer engagement that goes far beyond “Dear Joe” but that provides customers with what they need, when they need it”. The backdrop of this story is, of course, the advent and rise of fintechs like Revolut , N26 , or Monzo . These are the ones that got named in the pitch and that are representatives of many more fintech companies that are disrupting traditional banking. We could add some more like Weltsparen , Transferwise , and other services that target at disrupting one or the other part of banking. A...

Now that the major waves of Dreamforce 2017 have settled, the announcements and a good part of the running commentary has been delivered, it is time for me to have a look at my pre-Dreamforce predictions . Having been briefed before the event but unluckily not been able to attend (nor having had the time to write this piece earlier, I now have the advantage of having had more ‘thinking time” and can put the main announcements that we were briefed on into a bigger picture. On the backdrop of an IDC study (sponsored by Salesforce) that postulates 3.3 million new jobs and an overall GDP impact of 859 billion dollar by 2022 in the “Salesforce economy”, the announcements basically revolve around one single topic: How to enable the employees (of Salesforce customers and partners) to deliver to this magnitude. They were around ·       Easier consumption of AI technology with Einstein , and improved IoT support, ·       Opening up T...