David Edelman shares an article that explores the marketing data’s limitations when it is applied to improving customer experience. As I work with more CMO’s who are wading into broader responsibilities for driving company-wide customer experience programs, I am finding that many are slowing down because they feel they lack good enough customer data.  As one expands from looking at mostly marketing data to taking a broader look across all customer touchpoints, especially those in call center, physical channels, wearables,…

James Black shares an article on structuring tests to learn from marketing performance. As your marketing shifts from planning to execution, it’s important to structure tests to understand how well your marketing is performing, and to learn from it.  While the old adage “Half of my marketing isn’t working, I just don‘t know which half” often rings true, today you have access to more and better data to track the performance of your marketing and ideally the return on your…

  In this post, David Edelman tackles the issue of data collection for marketers and why the customer experience will lead the way forward. With the much publicized rollout of Apple’s app transparency tracking framework, and the elimination of third-party cookies on Chrome, marketers are about to lose cherished sources of data that have long powered their targeting and attribution initiatives. When you look at most of the advice popping up on what to do though, it tends to focus…