Our talk, “Combating Early Student Drop-Off with Conversational SMS Journeys in Marketing Cloud,” focused on a use case well known in the education sector: addressing drop-off rates for students embarking on their first experience with online learning. However, the tools and strategies we covered are just as relevant for brand marketers of online or SAAS products who are looking to combat similar issues when needing to comprehensively onboard customers to prevent churn. By understanding how to maintain engagement and foster loyalty from the start, businesses can drive significant growth and success.

In our presentation, Ghea and I demonstrated how personalized, multi-touchpoint SMS journeys can keep students—or any customers—engaged. We utilized Salesforce Marketing Cloud's powerful SMS features and used data extensions and AMPScript to craft dynamic and responsive communications. By leveraging these features and the integration of Marketing Cloud with Salesforce CRM, we created a framework that enhances customer support and interaction. This integration also enables real-time insights and proactive support, ensuring that your brand can meet the needs of your audience promptly.

 The journey we designed also highlights the use of Salesforce Sales Cloud to keep student advisors abreast of their cohort’s journey, and for advanced tracking and reporting that provides a comprehensive view of customer interactions. If you're interested in discovering how these techniques can help your business reduce churn and build stronger customer connections, I invite you to watch the full presentation. You'll learn how to implement a proactive, personalized approach that not only addresses existing challenges but also anticipates future needs. You'll also gain valuable insights into creating personalized communication that resonates with your audience, driving lasting engagement and loyalty.

Start building your data culture now. 

In the spirit of first things first, the speakers wasted no time to highlight the importance of initiating and nurturing a strong data culture. Once again, the CMO profession is evolving—while the Mad Men heyday revolved around big creative ideas, this changed when the industry started implementing martech and focusing on precision. Now, it’s all about data. “The advertising landscape has changed so much that today’s marketing professionals are almost scientists,” said Google’s Global Brand Lead Felipe Gomes.

However, many brands find themselves a bit stifled by how overwhelming data can be. In that case, Salesforce’s Vice President Tech Industry Strategy Lauri Palmieri argues that it’s critical to just get started—anywhere. “Choose the KPI and the segment that you care most about, obtain access to the data, and get going. Brands sometimes spend way too much time thinking about what they should do with their data instead of actually doing it,” she said. 

Always make sure to establish solid and secure data foundations. 

Once you get going, it’s crucial to govern the data. Before figuring out which sources of data to connect—think of information around clients, sales and marketing, cost and operations—brands must focus on taking care of their data. During the panel, Gomes stressed that data governance is the first thing he and his team at Google talk about with clients, raising questions such as what are the team’s roles and responsibilities, who is making sure the data is shared with a company’s core business units, how do you organize the data, how do you secure the data, and how do you ensure compliance. 

The last question in particular was echoed by the other panelists, as the importance of privacy, ethics and trust can’t be overstated—any failure to comply with current privacy laws would not just affect the brand in question, but also the ones they collaborate with. “We don’t operate in silos, but we work very closely with our partners to understand all the governance, laws and regulations and ensure we meet them,” said Chin Wu, Lenovo’s Director of North America Marketing Consumer PC, Gaming, Tablets. 

Chiming in, Gomes emphasized that education around privacy and safety is absolutely critical. “The amount of data, possibilities and, on top of that, regulations, it’s all really overwhelming. So, brands have the tendency to freeze,” he said. “Especially right now, with the main concern to transition to the cookieless future, [brands worry] what’s going to happen to the conversions or personalization strategies that are already happening with third-party data. That said, many tech partners are more than prepared to help brands on this journey towards safe and trusted data foundations.” Moreover, the good thing is that a lot of AI-powered solutions are built on first-party data.  

Differentiate your brand in the new AI economy. 

This brings us to the last topic of the day: AI and its unbreakable bond with data. We would be remiss if, at one of the top tech conferences in the world, we didn’t talk about this technology—particularly given the role it can play in advancing personalization efforts.

Establishing strong data foundations is key to the success of AI. From Google’s point of view, Gomes argues that when we talk about AI, we are essentially talking about two things that are available today: embedded solutions and applied solutions. Zooming in on the latter, this entails customized AI models that are related to factors like creative work, trends, insights and forecasting sales, to name a few. It should be noted that every brand that partners with Google has access to these solutions. 

“This brings me to the point of distinguishing yourself using data, as the data serves as fuel for all these models,” said Gomes. “The better data you feed these models, the better your output is going to be. That is why it’s so important in 2024 and beyond to really focus on how you organize your data foundations. This is going to be the competitive differentiator for your company.”

Dialing it up a notch, Palmieri argued that the experiential piece—what you do with data—will ultimately differentiate your brand from another. “Since you can get to know your customers so well through data, the main question is: what do you actually do experientially as a result of that information? Marketing has an important role to play in using data to drive even more value for consumers,” Palmieri said. When it comes to personalization, first-party data and forward-thinking AI solutions leave today’s marketers with the opportunity to tailor best-in-class experiences to each and every individual.

For all these reasons, the praise for AI among marketing experts is ceaseless; but while much ink has been spilled about it, we’ve merely begun to scratch the surface. This month, our team was part of Salesforce Connections, where the topic of AI and its impact on customer relationships dominated conversations. The two jam-packed days of sessions were all about creating strong, lasting customer connections with meaningful interactions—using AI combined with the power of first-party data to ideate, create and deliver them.

As the event kicked off, Salesforce unveiled their new AI-driven tools for personalized customer experiences, and we were honored to be featured in their announcement as one of the partners contributing to their generative AI ecosystem. If you want to learn more about AI and its impact on customer relationships, here are some of the main takeaways from our people’s keynotes and panel discussions.

AI empowers CMOs as their roles evolve. 

On the first day of the event, our Chief Innovation Officer, Henry Cowling, and S4 Capital Group Executive Chairman, Sir Martin Sorrell, shared the main stage. Together with industry experts such as Salesforce President Sarah Franklin, they unpacked the role of AI in consumer engagement at the CMO+ experience, which convenes an intimate group of the world’s most influential CMOs for hyper-relevant networking.

As we know, the role of the Chief Marketing Officer has undergone a significant transformation. The CMO is no longer solely responsible for overseeing marketing campaigns; instead, they have become a crucial strategic partner to the CEO and the C-suite. Today, the CMO’s role is to take business insights and bring them to market so that value can be realized. But in an always-on environment, that value can only be realized through personalization at scale, data-driven decision-making and the addressing of regulatory pressures and privacy concerns.

To unlock all of that and more, the aid of AI is key. For years, data experts have banked on predictive analytics and machine learning algorithms to help identify patterns, trends and customer segments, leading to more targeted and effective marketing strategies. Now, we’re finally approaching the promised land of hyper-personalization, where real-time insights inform each customer’s experience on a granular level and personalized content can be generated at scale.

Enhance customer experiences with cross-functional data systems.

Cowling puts it simply, “In an AI-enabled marketing landscape, the smartest data set wins.” First-party data is at the center of any journey of digital transformation, and through their marketing leaders, brands have an opportunity to capitalize on their unique data and intellectual property. By doing so, they can strengthen customer relationships and offer groundbreaking experiences that are key for success.

However, leveraging your data to its full potential also demands that CMOs partner with peers within and outside their organization. It’s important for teams to look beyond their specific perspectives and collaborate with their counterparts in IT, data science, product development, customer service, sales and even external partners who can provide valuable solutions. 

On top of that, the transformative potential of AI is fundamentally changing how we see, understand and use data. Therefore, it raises new ethical, social and legal questions, requiring a reevaluation of our current systems and frameworks. The sooner brands address those with the input from their different teams, the sooner they’ll be able to leverage AI as a customer engagement tool.

Activate loyalty with a strong data strategy.

Hot on the heels of Cowling and Sorrell’s insightful chats, our customer relationships experts and Directors of Go-to-Market Ashley Musumeci and Nich Seo shed some light on the future of loyalty. Their presentation emphasized an important fact: in today’s ever-elusive landscape of consumer attention and loyalty, brands have a golden opportunity to set themselves apart by delivering exceptional customer experiences.

Contrary to outdated notions, true customer loyalty goes beyond a rewards program and requires ongoing, meaningful interactions with your customers. It hinges upon the emotional connection customers develop through their collective experiences with a brand—and there are three approaches to consider as you strive to create those bonds:

• Forge deeper connections by making sure consumers feel your brand values and understand them. Achieving this entails aligning personal values, creating impactful content, implementing personalization strategies and fostering a sense of community. It also requires the ability to anticipate customer needs and desires, exceeding their expectations at every turn.
• Offer meaningful experiences that provide genuine and relevant value for people’s interaction with your brand. This can be achieved by creating unique branded moments that leave a lasting impression, tapping into exclusivity, enhancing gamification elements to make interactions more engaging and embracing a purpose-driven approach.
• Building integrated ecosystems that expand the customer-brand relationship in innovative ways. For example, by connecting all physical and virtual touchpoints and forming an accessible universe that consumers can seamlessly navigate. 

Now, you may be thinking: this sounds great, but where do I even start? As we discussed earlier, data plays a crucial role in the marketing lifecycle, enabling the delivery of enhanced value. Therefore, the initial step toward creating seamless, personalized and meaningful experiences is to establish a robust data strategy. Customer data resides on various platforms, and collection points are scattered throughout the entire customer journey. To overcome this challenge, identify integration points between existing technologies and unify the ecosystem.

The importance of cross-functional collaboration and leveraging first-party data to enhance customer experiences cannot be overstated. With AI enabling hyper-personalization, real-time insights and effective decision-making, it’s crucial to embrace AI-driven tools and establish a robust data strategy as a foundation for success. Now is the time to harness the power of AI and unlock its full potential in driving customer engagement and empowering CMOs.

To overcome that challenge, wise marketers and data scientists resort to customer data platforms: software systems that allow businesses to collect, centralize, and manage customer data from multiple sources in one place. A CDP can help answer an abundance of questions by providing a single source of truth; though before you can get there, it’s important to understand how to handle the complexities and responsibilities that come with it.  

Not long ago, our Associate Director of Customer Data, Elia Niboldi, penned an article on how to leverage CDPs to their full potential. This time, we’re taking a step back with a new whitepaper that explores the key considerations when implementing a CDP. Let’s dissect some of the main takeaways.

With CDPs comes great responsibility.

To put it simply, CDPs aim to provide a comprehensive view of the customer across all channels and touchpoints, which allows businesses to make informed decisions and create better customer experiences. They are incredibly powerful tools, but that also means the data collected by CDPs can be sensitive and needs to be handled in a responsible and ethical manner, even if customers were happy to share it with the brand in the first place.

In other words, CDP data comes with the need for strategy and clear governance around a brand’s interactions with their customers. Having a robust consent management system in place is the bare minimum, an essential process for allowing customers to determine what information they want to share with a business—something that Salesforce Privacy Center handles very well. And this shouldn’t be limited to brands’ first interaction with a client: when changes in regulation occur or customers’ preferences change, they should be provided with an option to manage and update these preferences, and brands can keep track of those from a centralized location through a CDP.

Once the customer has shown interest in creating a value exchange between their data and the brand’s services, it’s important to set frequency capping standards that alleviate brand fatigue and ensure brand communications are effective and positive—rather than annoying and frustrating. The frequency send caps are usually reset daily, weekly or monthly, and can be adjusted based on customer behavior to optimize marketing campaigns and improve the overall customer experience.

Consider the role of CDPs in the CMO’s business.

Because they provide a unified view, CDPs are both a technical and organizational tool that can help break down silos. Traditionally, customer data has been fragmented across systems and siloed within departments, making it difficult for marketers to access that data in meaningful ways. At the same time, it’s naturally hard for technology teams to fully understand marketing needs or their specific use cases for the data they manage. CPDs bridge this gap, serving both the CMO and the CIO.

However, in order for CMOs to access the real value of CDPs, we need to remember they play three key roles: ensuring cooperation between teams, improving optimization use cases and offering better segmentation. A CDP necessitates cooperation between different teams because it’s meant to break down silos and provide a single source of truth that everyone in the organization can draw from. Through that source of truth, marketers can keep track of which channels and strategies are performing particularly well and optimize accordingly. Finally, CDPs unlock superior targeting capabilities that allow businesses to provide personalized experiences that resonate with their customers’ needs and interests. 

Salesforce Data Cloud, for example, combines the data from Google and The Trade Desk to activate audience insights beyond messaging, journeys and onsite personalization into a brand’s search and digital media campaigns. Plus, it funnels a nearly infinite amount of dynamic data to Customer 360 in real-time. This allows for deeper audience engagement, as customer data is continuously updating and feeding audio, OOH, app, web campaigns and everything in between.

Interested in implementing a CDP? Assess your readiness. 

So, you’ve installed clear governance standards around your interactions with consumers and aligned both the CMO and CIO on the importance of having one source of truth. Are you ready to start extracting meaningful customer insights? Not just yet. First, you’ll need to follow a few initial steps to ensure a successful implementation of the CDP:

• Outcome alignment: start by workshopping the priority use cases to deliver the minimum viable product. This needs to be a cross-functional exercise that ideates, quantifies and prioritizes use cases.
• Identity resolution strategy: build the identity graph that allows a customer profile to be stitched together to form a single customer view.
• Data model: design a consistent global measurement framework.
• Team vision: make sure the CDP is coupled with a clear strategic vision and the right team to extract its full potential. This team should include champions from different departments, system integration partners, executive sponsors and operational users. 
• Implementation plan: develop the operational model. For a customer data platform to be implemented seamlessly into a business, pre-built integrations are essential. Establish which integrations are required and use this to choose a CDP solution that suits your operational needs.

All things considered, CDPs shouldn’t be thought of as “set and forget,” but rather “implement and optimize.” A CDP like Salesforce Data Cloud can provide a wealth of benefits for a business, from more efficient data management to improved customer experiences. By setting a clear governance process and taking into account key considerations before implementation, businesses can ensure that they are ready for both the benefits and the responsibilities that come with utilizing a CDP.

And now that just got a whole lot easier. Salesforce has just launched Salesforce Web3, with two products: NFT Management and Web3 Connect. NFT Management makes it easy to mint, manage and distribute NFTs through any channel. Web3 Connect helps brands enrich customer profiles with digital wallet and NFT transaction data, effectively joining Web3 data with their existing CRM data ecosystem. Media.Monks will support Salesforce Web3 as an official launch partner, furthering our shared effort to guide industry-leading brands along their Web3 journeys. Here’s how to start your own.

Step into Web3, backed by a trusted technology partner.

Salesforce Web3 helps brands enter the Web3 space through a familiar interface. By easily creating digital collections with NFT Management, brands can reach new customers in Web3 channels while enriching customer relationships—meaning it’s never been easier for heritage brands to extend into Web3 as a new, connected touchpoint to sell, service and market to audiences.

Salesforce Web3 also builds legitimacy by overcoming some of the perceived challenges of Web3, like privacy and security concerns. For example, the platform keeps your data secure with configurable privacy controls and built-in fraud detection. This way, brands and their customers can invest confidently in Web3.

Additionally, brands can leverage Web3 Connect to bridge Web2 and Web3 identities, joining Salesforce's existing data attributes within its Customer 360 ecosystem together with Web3 wallet data. This is key, because Web3 offers a new first-party data set, which brands will increasingly rely on to deliver personalized, omnichannel engagement at scale: wallet and NFT transaction data unlock real-time insights into audiences and channels that help future-proof a brand in a time of new privacy regulations and cookie deprecation.

Build insights and longevity through incredible Web3 experiences.

One of the most important things to understand about Web3 is that it’s more than just NFTs and PFPs: it’s an evolution in the ways people engage with one another and with brands. This calls for a re-evaluation of how brands relate to digital audiences today, as well as a need for new skills to collaborate with them authentically. Our digital experts combine deep cultural understanding of Web3 with longstanding CRM expertise to guide brands and show them the way to authenticity in the space.

Based on their experiences with notable early adopters in Web3, our team has shared insights in two foundational thought leadership pieces, published in collaboration with Salesforce. Web3 and the Future of Customer Engagement invites readers to follow the near-future customer journey augmented by a range of Web3 use cases and touchpoints. A follow-up piece, Web3 and the Future of Luxury, goes deep inside an industry that has enthusiastically embraced Web3, showing how a new class of digital entrepreneurs and craftspeople empowered by technology are already transforming brands and business.

It's clear that a successful step into Web3 means more than just dropping an NFT collection and calling it a day. Ranging from discovery, strategy, activation and optimization, we’ve helped brands maximize the impact of Web3 activations across their business—for example by enhancing customer loyalty programs, building immersive experiences in virtual worlds, nurturing emerging communities in channels like Discord, or even launching IRL experiences that bridge the virtual and the real. 

The byproduct of building brand love across these touchpoints is a stronger understanding of consumers, as Web3 offers numerous triggers to develop first-party data, from the contents of one’s wallet to the kinds of communities that people choose to invest time, activity or money in. Our experience of future-proofing brands’ data strategies in preparation for the privacy era helps connect the dots between activation and insights that can fuel the business long-term.

Start your Web3 journey now.

From digital experiences that reach new audiences to building up first-party data sets, Web3 is ripe for brands to build longevity and future-proof their business. As a space that is inherently driven by emerging consumer behaviors, meeting new expectations within Web3 relies on understanding how customer relationships and attitudes toward ownership and participation continue to evolve. Brands who can rise to the occasion are ideally suited to the new era—and as a trusted Salesforce Web3 launch partner, we can help get them there. Reach out below to get started on your Web3 journey.