This holiday season is supposed to break records for online shopping. But it got off to a bumpy start this week. It’s understandable because shoppers had other things on their minds, especially the storms recently affecting the Southeast. Outside factors are an important part of marketing strategies and campaigns, for the holidays and year-round. Next week, I’ll be reporting from the DPAA Global Summit to see how key decision makers at agencies and brands are using technology to reach customers on the street, in-store and everywhere in between in this fully connected environment we all navigate.
Another way to think about how experiences are fully connected is through service. Does a customer need a quick answer by phone or chat? Do they need an agent to come to their home? This all needs to be coordinated seamlessly. Also today, Kim Davis reports on Oracle’s big AI aim to automate all these needs throughout the customer service lifecycle.
Chris Wood
Editor
