Builders Wanted 2024 Top Trends and Predictions in Customer Engagement with Jacqueline Woods, Teradata and David Chan, Deloitte Digital
This episode features an interview with Jacqueline Woods, CMO of Teradata and David Chan, Managing Director of Deloitte Digital. Jacqueline is an executive with 30 years of experience leading marketing efforts at Fortune 100 companies including IBM, GE, Oracle, and Verizon. David has spent his career partnering with clients to digitally transform their organizations by enabling key CX capabilities to creatively solve complex business problems.
In this episode, Kailey sits down with Jacqueline and David for a panel discussion on the top CX trends, AI predictions for the year ahead, and omni-channel, real-time personalization.
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Key Takeaways:
- According to Jacqueline, data is more like water than oil. In order for AI to have real impact, your data needs to be clean with a traceable lineage.
- While real-time personalization is important to customers, what matters most is the messages being delivered to them are contextually relevant to their experience.
- With the world going cookieless, you should measure how much your business relies on third party cookies and then figure out how much to invest in first party data services to support the gap.
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“I often talk about data – it's not like oil. To me, it's more like water. You have a lot of water that's not usable. You have a lot of things in data today that aren't usable. Now, in order for AI to be really impactful in your organization, it has to start with data. Do you have clean data? Is that data pristine? Do you know the lineage of the data? Because, AI is nothing if it doesn't have clean data to essentially build intelligence off of, particularly when you talk about generative AI.” – Jacqueline Woods
“Everyone wants real-time personalization. What that means is the data has to be real-time collected. Data has to be real-time processed. Data has to be real-time curated to be made of some sort of business sense to then activate on in real-time. To me, what matters more is less about whether it's real-time, because just faster is not always better. It's about how contextually relevant the message is being returned to the customer from the brand. That is more meaningful.” – David Chan
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Episode Timestamps:
*(03:44) - Jacqueline and David’s career journeys
*(07:27) - AI trends in 2024
*(26:43) - The need for omni-channel, real-time personalization
*(34:57) - Trust and privacy
*(44:05) - 2024 CX predictions
*(52:22) - Jacqueline and David’s recommendations for staying ahead of the CX curve
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Links:
Connect with Jacqueline on LinkedIn
Connect with David on LinkedIn
Connect with Kailey on LinkedIn
Learn more about Caspian Studios
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