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  • We are living in the breakout period of big data and the proof is all around us. Every day the digital devices we interact with become smarter and more personalized, improving how they anticipate our needs and desires. The technology leap of utilizing unimaginable amounts of data has modified consumer behavior; customers expect interactions with brands to be as natural and intelligent as the inter...

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  • In 2017 we learned how important customer personalization truly is; according to Accenture the retail industry lost out on $756 billion due to a failure to personalize. To add insult to injury the same study showed that 44% of US consumers became frustrated when companies failed to provide relevant personalized experiences. . The good news is that 2017 is over and in 2018 marketers can use thei...

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  • Customer data and engagement strategies have evolved dramatically in the last few years and will continue to accelerate in 2018. According to Martech Advisor, the customer data platform industry is expected to grow at least 50% per year in the near future, reaching over $1 billion total revenue by 2019. Before your 2018 budget is allocated, check out our predictions for the five biggest differe...

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  • The mobile phone has become an essential tool to support our busy lives. They are always with us and occupy and inordinate amount of our attention. Moment, an app that automatically tracks how much you use your iPhone each day, found that people spend an average of 145 minutes per day using their phones. That’s roughly 10% of your day, 15% if you take out sleeping hours. Wow. To have the best o...

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  • According to Travel Daily News over the next three years 52% of airlines are planning major AI programs. Airlines are particularly interested in leveraging AI for prediction and warning systems; however there are numerous other ways airlines can leverage AI to improve the customer experience and differentiate themselves from competitors. To do this though, airlines must first have access and in...

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  • I’m a marketer (for a company that makes software for other marketers), but I’m also a consumer. The two sides are intertwined. For better or for worse, I can’t turn the marketer off while I shop. The marketer side of me is always taking mental notes about customer engagements wins and missed opportunities and thinking about what is going on behind the scenes at a company to cause their custome...

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  • Listening to a lot of Martech vendor pitches that are all starting to sound the same? Unsure which type of technology is supposed to solve your problems and fulfill your use cases? We’re trying to solve pain points around not only customer data management and real-time engagement, but also navigating the martech and data management landscape. That’s why we’ve put together this post out...

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  • According to Travel Daily News, “Over the next three years 52% of airlines plan major AI programs.” Airlines are particularly interested in leveraging AI for prediction and warning systems; however there are numerous other ways airlines can leverage AI to improve the customer experience and differentiate themselves from competitors. To do this though, airlines must first have access an...

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  • Brands aren’t having any difficulty collecting data, yet they struggle to provide consumers with meaningful engagements, continuously blasting push notifications and emails that rarely catch the consumer’s eye. Marketers want a return on their efforts. So how do you create offers that stand out above the rest? Deliver event-triggered offers. According to Gartner “Event-triggered offers...

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  • Long before companies start evaluating solutions, the desire to build vs. buy is based on a corporate culture that some IT leaders may not want to hand control over to other entities for fear that solutions may be more of a black box, come with more than they need or offer little ability to tweak or customize. A lot of IT professionals would prefer to have more intimate control over re...

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  • A new Equinox recently opened up near the SessionM headquarters and I, as well as a couple colleagues joined. The facilities are amazing; the classes are excellent; and the staff is friendly. (Don’t worry this is not a gym review). While there’s a lot to like about Equinox, this brand is struggling to provide a sophisticated, frictionless member experience. Buckle up--it’s time for ano...

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  • CIOs and CTOs have generally moved past denial and into ‘acceptance’ that they need to make changes to their marketing stacks to compete and win in an omnichannel-24/7-personalized world. The question is now ‘How?’. Central to unpacking that critical decision is the ‘Build vs. Buy’ dilemma. What follows is but a few of the key issues to weigh before embarking down a path:

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  • While loyalty programs have become a must-have feature of most companies’ acquisition and retention strategy, many of these programs are failing at actually creating loyal customers. According to a recent Accenture report, 71% of respondents said that loyalty programs didn’t make them any more loyal. Punch cards, points for spend, and irrelevant discounts sent to the masses aren’t the ...

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  • Predictions are always suspect, but some trends are undeniable. Automation has permeated our culture since the early days of the industrial revolution. The formula is simple - if an industry relies on processes that can be systematized, repeated, and scaled profitably, it will eventually be "disrupted". This is sometimes called "progress", a Darwinian drive to remove inefficiency in pu...

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  • Being a sports fan is emotional. As the team goes, so goes its fans. Fans want to know all about the players and everything that’s happening and receive updates as they happen, so they can feel as close to the team as possible. A top priority for sports organizations is expanding their fan base. Fans living in the local-market can easily catch a game and buy apparel and merchandise in ...

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  • Many brands are struggling to meet customer expectations because technology is changing at such a rapid rate. This is changing how consumers are capable of engaging with a brand and their perception of a brand's ability to engage with them. Many of the problems and barriers that prevent a brand from meeting those expectations start with data silos and bottlenecks across the different s...

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Retail Is Not Dead

  • Retail is not dead. Not even mostly dead as they said in The Princess Bride.

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  • There is so much time spent on the “How” of developing a single view of the customer— public or private cloud tenancy, data cleansing and hygiene, establishing access and permissions, and so on— that sometimes “Why” gets lost in the weeds.

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  • Data does not have a great deal of intrinsic value in isolation. Said differently—it’s what you do with data that matters. Collecting it is of little direct benefit when it’s simply stored to no end. Conversely, when it’s put to use in service of your business goals--and chief among those should be delivering the kind of personal engagement that makes customers more loyal and more prof...

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  • I have never been a big makeup person. Don’t get me wrong -- I need it and don’t ever go out without it, but I stick to the basics. I am an athlete, so that complicates the attention I choose to give to makeup. The surplus of options and brands Sephora offers is intimidating. Primer, powder, bronzer, and mascara is the combination and extent of the makeup I consistently purchase but un...

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  • Traditional marketing has been slow and static, limiting marketers’ visibility into customer behavior. Marketers are stuck with slow data in batches, manual, list-based segmentation and scheduled campaigns. This doesn’t work and isn’t sustainable for a couple reasons. One--working with legacy systems means things take marketers way longer than they should. Two--these systems prohibit b...

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  • A number of notable brands, including Sephora, Target and Pampers have recently rolled out changes to their loyalty programs. These changes have not been received positively by consumers. Many members of Sephora’s Beauty Insider Rewards Program have threatened to take their business to Sephora competitors like Ulta. Consumers took to Facebook to voice their frustration with Pampers’ ne...

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  • Whether you call it the “single view”, the “golden record” or the “canonical source of truth”, the idea that you can deliver a better experience to your customers if you have a better holistic sense of who they are, how they’re engaging right now and what they’ve done in the past is passed debate. No one can seriously contest it. The level of effort required, how to get there, and so o...

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