Aggregated enterprise architecture wisdom
Following my previous posts on Netflix, I have been reading a detailed analysis in Ed Finn’s book, What Algorithms Want (2017).Finn’s answer to my question Does Big Data Drive Netflix Content? is no, at least not directly. Although Netflix had used dat…
Following my previous posts on Netflix, I have been reading a detailed analysis in Ed Finn’s book, What Algorithms Want (2017).Finn’s answer to my question Does Big Data Drive Netflix Content? is no, at least not directly. Although Netflix had used dat…
Let us suppose we can divide the world into those who trust service companies to treat their customers fairly, and those who assume that service companies will be looking to exploit any customer weakness or lapse of attention.For example, some loyal cu…
This is one of a series of posts looking at the four key dimensions of data and information that must be addressed in a data strategy – reach, richness, agility and assurance.In my previous post, I looked at Reach, which is about the range of data sou…
The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song th…
My thin clean-shaven friend @futureidentity is reassured by messages that appear to be misdirected.Have we reached peak hipster? I’ve just been sent an advertisement for a beard brush – right-handed model.— Robin Wilton (@futureidentity) April 1, 2016 …
Modern day marketing and advertising has created a paradox: customers want to be recognized and rewarded for their loyalty, but they also want their privacy to be respected and their data used ethically. We firmly believe that balancing this privacy-pe…
Why The Right Web Analytics Platform Is (Even More) Business Critical When it comes to understanding customers on their digital touchpoints most businesses Forrester speaks to have extended their practice way beyond simple browser analytics. Their inte…
I attended AdExchanger’s semi-annual Programmatic I/O conference last week to absorb the latest in industry talk and get a pulse check on the health and wellness of the programmatic ecosystem. This show was illuminating in that I found signs of both en…
The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]
Well, the privacy hits keep coming: another breach, more than a hundred million people affected, untold losses for another company and its customers. Next week, September 14-15 in Washington DC, Forrester is gathering experts in cybersecurity, privacy, customer experience, regulatory compliance, identity management, personalization, and a range of other related topics to bring clarity to […]
Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater? It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience. My colleague, Brendan Miller […]