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1 week agoHow AI and data activation deliver unforgettable customer experiences | MarTech
Coverage beats convenience. Zhu stressed that surveys and small samples don't tell the whole story. Without broad, representative data, decisions risk building bias into customer journeys. Recency can rival history. Khetan has seen strong outcomes from focusing on the correct recent data rather than hauling every data point into analysis. Data isn't the finish line. Franz reminded the audience that insights must be synthesized, socialized and operationalized to influence employee and customer experiences.
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