2024 Top Trends and Predictions in Customer Engagement with Jacqueline Woods, Teradata and David Chan, Deloitte Digital

Episode notes

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. - 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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