Hello!

Today we have Mailchimp’s SVP of CX and design, Gene Lee, discussing how seamless customer experience will not be achieved without collaboration and integrated workflows, and how designers can effectively solve for fragmented customer journeys.

He says it’s important to map out a customer’s holistic journey in detail — from interface, to emotional intent, to data points — breaking down the barriers of marketing, product, customer support, etc.

Also, IBM Watson Advertising announced the launch of IBM Advertising Accelerator with Watson, a solution aimed at helping advertisers find and convert the right audiences through Watson AI-powered technology.

Also ICYMI:

• Spotify announced the launch of Streaming Ad Insertion (SAI), their new proprietary podcast ad technology that powers Spotify Podcast Ads.
• India to become US$2.3 billion revenue market for CRM offerings in 2023, according to GlobalData.
• Hybrid cloud solution provider Unitas Global announced the appointment of Mary Stanhope as Chief Marketing Officer.
• Wrapify, a performance-driven ad tech platform for brands powered by OOH and the gig economy, announced the launch of the Static+ Rideshare Topper for targeted ad campaigns.
• Cloud computing company Appian, announced the acquisition of Novayre Solutions SL, developer of the Jidoka Robotic Process Automation (RPA) platform.
• Xandr, AT&T’s advertising company, has announced the launch of Pause Ads, dynamic ad units designed to create a better experience for consumers across traditional and connected TV channels.