Winning with self-service

Initially, I was thinking that the FAQ was the first big move forward in customer self service. Then I realized a better example might be the gas pump. Even better, the ATM. For those of us seasoned…

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Doing the unexpected with Salesforce

When I mention that I do a lot of work with Salesforce, Marketing Cloud, Pardot, CRM-A, people often ask about CRM governance and adoption, which is fine. However, I like to tell people that…

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Why is short-form video so popular?

Mash together “storytelling” and “authenticity”—two popular goals for marketing briefs today—and what have you got? TikTok (if you’re under 30) and Instagram Reels (if you’re not). TikTok…

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ICYMI: Our top posts of 2023

We set out to create a top-three roundup, AI articles (like AI itself) seemed to be taking over. Sure, AI is important, but it’s not the only thing that happened last year. So here’s a top five by some…

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The AI evolution: Where are we headed?

When history reflects on 2023, it’s quite possible we’ll collectively regard it as the year AI hit an inflection point. ChatGPT’s public launch in late November 2022 catapulted us into a period…

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