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It's Customer Contact Week and hundreds of people who are responsible for delivering better customer experiences are gathered this morning at the Renaissance Hotel in Austin. Neil Hoyne, chief strategist at Google, Wharton fellow, and author of Converted: The Data-Driven Way to Win Customers' Hearts is this morning’s keynote speaker. “I get people to click on pictures,” he humorously and humbly says from the …
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Last year I tried to resist AI. I had my reasons, and have them still, but I'm adopting a different, more curious, and accepting posture now. That's what led me to ask my AI Assistant, Claude, to name the 10 most influential voices in the advertising industry today. Claude quickly named Seth Godin and Bob Hoffman, plus unnamed heads of trade organizations like the Interactive Advertising Bureau (IAB), American …
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How well do today's marketers know their customers and prospects? It's not a new question, yet it remains an important one. Data is having its moment and the moment seems (to me) suspended in amber. But data is not knowledge nor is it intelligence. Data is the raw material that human beings can use to make meaning and in some cases that meaning may grow into the sort of knowledge that provides a competitive edge in …
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I am a writer. I write ad copy, journalism, poetry, fiction, and essays—not necessarily in that order. Because I am a writer, I want to laugh at the idea that a machine can do what I, or what any writer does for a living. Sure, a machine can spit out words, I get that part. But is that good enough today? Can machine-generated words move customer automatons to respond favorably? Can an AI copywriting platform (that …
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Think with Google is a new YouTube series that seeks to educate and inspire the next generation of marketers, advertisers, and creatives with tutorials from experts in privacy, digital transformation, and AI to name a few. https://youtu.be/Ad86QPvnqkI In related news, the 2021 Forrester Digital Marketing Maturity survey, conducted on behalf of Google, found that nearly three-quarters of survey participants said …
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How does an agency win so much new business, its hair catches on fire? For decades, the answer has been to win a truckload of trophies at One Show and Cannes. But that answer has worn thin. Today, savvy clients are looking for the creative firepower that's capable of gathering a crowd and a team of data scientists to help explain and improve the ongoing investment. Mekanism and its new performance offering dubbed …
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How do brand managers convince their peers inside the company that the company they work for competes on brand? How do these same brand managers move the discussion away from brand identity to brand experience and prove that better brand experiences lead to more sales, greater customer satisfaction, and increased valuations? Maggie Windsor Gross, head of strategy, studios at Deloitte Digital, has thought a lot …
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For most marketers, data is a promise. With good clean data, one can get to know the customer better, refine the brand's messaging and appeals to these customers, and meet them where they are. Additionally, with data-fueled insights and the precise action plans that result, you can put any lingering "spray-and-pray" tactics on the shelf. That's the promise. What about the reality? To develop data-driven …
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