As the Modern Marketing Today team reported earlier this week, Oracle’s Modern Customer Experience (#ModernCX) is underway and thousands of marketers have gathered in Las Vegas, NV to “be legendary together,” as this year’s theme directs. Looking at Day 1 and Day 2, we noticed a few key topics emerging from this year’s 300+ sessions including updating tried and true practices, understanding how to operate in the experience economy, and the value of data quality (not just data quantity).
Here’s what attendees had to share during the first two days at #ModernCX:
A huge focus for speakers this year was strategically revamping old marketing approaches that are no longer serving their purpose like they used to. Updates to security strategy, customer relations, email marketing, and the general consensus around the customer experienced were all unpacked at #ModernCX this year.
From costly and complex to business enabler: Frances Carlson shares how a targeted #security strategy can support your growth through enhanced #customer loyalty, productivity, and business agility. #MeetACS today at #ModernCX: https://t.co/qxgocDpRhI pic.twitter.com/Kbm2UqPeny
— Oracle Customer Experience (@OracleCX) March 20, 2019
It takes 80 touches to sell an app to a customer.
The first 20 are the hardest. #preach #marketing #b2b #sales
– @MarkVHurd @oracle #moderncx pic.twitter.com/8IhiUrifFH
— Katie Martell (@KatieMartell) March 20, 2019
“Shockingly, more email is not better… the #1 reason people unsubscribe is because a brand emailed them too often.” – @shashiseth during #ModernCX 2019 pic.twitter.com/DBPPobXv05
— Dennis Leussink (@dennisleussink) March 20, 2019
Good enough is not good enough anymore. We’re reconnecting with design and want to be the best at #userexperience. Not functional, not just helpful but delightful. We want you to fall in love with it. @hillel #moderncx pic.twitter.com/DeeVFA5OI1
— Katie Martell (@KatieMartell) March 20, 2019
Another prevalent buzz term on the floor of #ModernCX this year was “experience economy.” The ability to build a bond with a customer by consistently offering them a superior experience with your company is paramount. Oracle’s Rob Tarkoff and Mark Hurd offered sage advice about customer relations in the experience economy during their keynotes that deeply resonated with attendees this year.
Day two at @OracleCX. Strong quote from @Rtarkoff: “In the experience economy you have to empower whoever gets to the customer first.” In other words, the first one to touch the customer and their problem/question, owns it! #ModernCX
— Shep Hyken (@Hyken) March 20, 2019
“In CX time is literally money… empower whoever gets to the customer first.” If you are in a CX gig you should be here! Listening to Rob Tarkoff at @Oracle #ModernCX. Great messages and guidance in today’s experience economy. pic.twitter.com/u0P4tcbVi3
— Rupal Shah Hollenbeck (@rupalshah1011) March 19, 2019
Customer journeys are completely non-linear in every domain – Rob Tarkoff @rtarkoff talking to “The Experience Economy” #ModernCX #OracleMBX pic.twitter.com/SLUvb02tvi
— Shari Paul (@ShariPaul) March 19, 2019
From @Oracle CEO @MarkVHurd during MME17 Keynote: “The ability to gain share can come down to one interaction and the ability to (or fail to) delight your customer” – Rings true today more than ever. #ModernCX #ExperienceEconomy pic.twitter.com/AmkxiLrxgY
— Shari Paul (@ShariPaul) March 20, 2019
The importance of data isn’t going anywhere in the conversations of marketers (or really anyone for that matter). Everyone knows they need data and are working diligently to collect and leverage as much as possible, especially with the rise of AI and machine learning programs. But what good does that data do if it’s dirty (e.g. inaccurate, erroneous, repetitive)? The important of data quality was a hot topic at #ModernCX this year as well.
“Quality #data is even more critical with the introduction of #AI. Garbage in becomes garbage multiplied if you don’t fuel AI with quality data like using the #DNBdatacloud.” ~@kenlordy #ModernCX @OracleCX pic.twitter.com/SzEurdmBTB
— D&B Marketing (@DNB_Marketing) March 20, 2019
“Data is the most basic ingredient for marketing success” is a common theme at #ModernCX. No surprise for an @Oracle conference, but that doesn’t make it any less true. As the adage goes: Know thy customer.
— Ginger Conlon (@customeralchemy) March 20, 2019
Real-Time CX happens when you connect data, content, CX Apps, and AI. That’s Oracle CX Cloud. Great keynote by @rtarkoff at #ModernCX pic.twitter.com/k4pYSp6qZz
— Bryant Aponte (@B2BMKT) March 19, 2019
The Modern Marketing Today team is excited about the start of conference season and look forward to hearing from industry experts like these folks about the latest and greatest in the field. You can follow our coverage of this year’s event season by becoming an MMT subscriber here.