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Why Some Marketers Are Leery of Analytics

CMSWire published "Why Some Marketers Are Leery of Analytics" on December 2, 2020 quoting Seth Earley: 

“Lack of the digital machinery that enables feedback between the customer’s digital body language and the user experience means that insights are acted upon through ‘acts of heroics,’ which do not scale,” Earley said. “Feedback loops need to leverage information from a customer data platform (CDP) that consolidates, integrates and normalizes data from each touchpoint (click throughs, purchases, social media engagement, responses to digital campaigns, etc.). This requires that content models, customer attribute models, knowledge and decision-making frameworks (knowledge architecture), content models and product information models be aligned and orchestrated along the customer journey.”

Earley Information Science Team
Earley Information Science Team
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Harness the power of AI to drive competitive advantage - CCW Nashville

In this presentation Seth Earley discusses:

How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.