SugarCRM is also touting unified data, in the form of its new “Intelligent Customer Experience platform, which unifies disparate data into a single ‘time aware’ customer data model.” It just announced platform-based applications for marketing automation, sales automation, and customer service and will likely add others in the future. They don’t call their platform a CDP although it might qualify.
Let’s talk about talking. Call analytics vendor Marchex has released a variety of AI-powered features that interpret phone conversations. Applications include identifying consumer intent, predicting churn, and evaluating salesperson performance.
Cookies aside, how much data do Internet companies gather about you? The Australian found an Android phone sent Google 529 updates in one typical day. That’s more than once every three minutes. Locations, activities, and nearby wi-fi sources were all reported relentlessly.
Just over half of consumers (54%) like to receive personalized messages because they show the consumers are known to the brand, plus they can be time savers. The rest (46%) find it at best unimportant, at worst creepy. Relevance far outstrips personalization when it comes to driving email opens (54% vs. 19%). Takeaway: treat each customer the way they prefer.