Personalization at Scale

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Personalized Customer Experience Means Going Beyond the Surface

What does good personalized customer experience (CX) look like? According to consumers, it’s both perceptive and persistent. We surveyed hundreds of consumers as part of our inaugural CX IQ Index,…

Customer Experience Journey Management: 3 Best Practices

Wondering how to improve your customer experience journey management? Take your cue from long-haul truckers. In the transportation industry, journey management refers to the plans and processes organizations use to…

Hypersegmentation Marketing: Building a Strategy for B2B

You may know hypersegmentation marketing by another name — hyper-targeting, one-to-one marketing or personalization at scale. No matter what you call it, the general idea behind hypersegmentation is the same:…

Master Omnichannel Journey Orchestration, Not Campaign Management

It’s time to focus on omnichannel journey orchestration instead of campaign management. Why? Because the future of customer experience is hybrid, demanding not just greater flexibility across online and in-store…

Customer Identity Terminology From A to Z

You have to appreciate the irony: Asking someone to define the concepts around “customer identity” — the entire point of which is helping brands understand who someone is and what…

Third-party cookie deprecation is forcing brands across industries to change how they assemble, analyze and activate customer data. And as companies scramble to augment their approach to prospecting and conversion…

The pressure is on for business-to-business (B2B) marketers. Digital transformation means brands must deliver superior customer experiences across a wide range of touchpoints to stay competitive, and rising consumer expectations…

CDP personalization for superior customer experiences

Today’s innovations have a way of becoming tomorrow’s expectations — and personalized customer experiences are no different. Enter CDP personalization for higher customer retention and increased acquisition rates. There was…

Rising consumer expectations and a competitive business landscape mean it’s never been more important to know who your customers are. And with the disappearance of anonymous third-party data for audience…

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As consumers flocked online during the COVID-19 pandemic, brands stopped competing on cost and convenience. Instead, they learned firsthand how important customer experience — particularly personalized customer experience — is…

Unifying and Activating First, Second and Third-Party Data

Over the last decade, marketers have relied heavily on third-party data to acquire, retain and grow customer relationships. Whether it involved using a data management platform (DMP) to find audiences…

The Five Ps for Executing a Successful Marketing Plan

In the realm of marketing, there’s a classic concept called the four Ps: product, price, place and promotion. Also known as the “marketing mix,” these key factors make up the…