Bots and automation don’t automagically create a great customer experience

Chatbot Hell

The alliterated alternate title for this post could be: Tickets, Tools, and Taylor Swift — One Father’s Afternoon in Automated Customer Experience Purgatory. Subtitle: a small case study of anti-patterns for customer experience bots and automation. My daughter turned 10 this year. As a present, my wife and I agreed to take her to her […]

Last week to get MarTech tickets at the lowest rate for an awesome conference in Boston

MarTech East 2018 Keynotes

Want to attend MarTech in Boston this fall, October 1-3? (If you’re a hybrid marketing technologist — or a marketing executive who depends on them — the answer should be, “Of course!”) Then this is the last week to get tickets at the lowest “alpha” rate — prices go up on Sunday, July 29. Since […]

MarTech, the vendor-agnostic conference for marketing technology and operations leaders, returns in October

MarTech East 2018 Agenda: Sneak Preview

(Note: the above infographic is just a sneak peak of the partial agenda for MarTech coming up — more sessions and keynotes will be announced soon.) Man, if you’re in marketing, the world is spinning fast. Technologies such as customer data platforms (CDPs), machine learning, chatbots, microservices, and more are quickly racing through the Gartner […]

The future of marketing belongs to hybrids, but don’t call them unicorns

Chimera: Marketing, Sales, IT

I’ve grown to dislike the label “unicorn” in martech. In the early years of the marketing technology revolution, marketing technologists — hybrid professionals who applied technical skills in a marketing context — were sometimes called unicorns. Partly because they brought seemingly magical capabilities to marketing. But mostly because finding the perfect blend of marketing and […]

Democratizing martech: distributing power from IT to marketing technologists to everyone

Democratization of Technology: Martech Example

I am fascinated by “citizen technology.” That’s a terrible name for it, because it implies digital government technology, which is not what I’m talking about. (Although that too is a fascinating topic for discussion on another day.) Rather, the labels of citizen analyst, citizen data scientist, citizen developer, citizen integrator, etc., refer to people who […]

The myth of martech consolidation is dead. Now what?

MarTech West 2018 Keynote Stage

A couple of weeks ago, we hosted the MarTech West conference in San Jose. My personal thanks to all of the amazing speakers who brought such passion and insight to their martech-in-the-real-world presentations — you were awesome. Rather than offer my “hot takes” of the event a few days later, I decided to take a little […]

Calling marketing technology and operations leaders: come speak at MarTech East, October 1-3

MarTech East 2018

Want to speak at MarTech East in Boston, October 1-3? We invite you to propose a compelling presentation idea at the intersection of marketing, technology, and management that you’d be passionate about delivering. Sessions at MarTech East will be a mix of 45-minute in-depth presentations and panels and 20-minute TED-style talks with slides. We’re looking […]

10 days until MarTech, 10 things I’m looking forward to

MarTech West in 10 Days

Marketing technology and operations is the heartbeat of modern marketing. And there’s no event better than MarTech to plug you into the ground truth of how that discipline is evolving. Our next MarTech is now just 10 days away, April 23-25 in San Jose. I’m incredibly excited by everything that’s come together for this conference […]

Martech-Enabled Marketing Operations: Invisible Roads and Bridges

Marketing Operations Org and Flow

The following is a guest post by Luque Wang, a senior marketing manager of global strategy and operations at GE Digital. What is Marketing Operations? Ten years ago, marketing operations was still a very new role in org structures. The number of people with marketing operations as their job title were few and far between. […]

3 marketing technology myths we’ll debunk at the vendor-agnostic MarTech conference

That's Not How Martech Works!

As the world’s largest, vendor-agnostic marketing technology conference, MarTech gives you real-world insights into the good, the bad, and even the ugly of procuring, implementing, and operating marketing technology solutions. Our 2-day program delivers candid, in-depth, and unbiased content that you won’t get anywhere else. MarTech is designed specifically for marketing operations executives who are […]