Customer Intelligence Blog
Evolving relationships for business growth
Marketing has changed and continues to change. Some of this is because of technology, but mostly it is the result of evolving customer expectations. Isolated customer interactions, however good, do not create a great customer experience. As isolated events, in fact, they may have a low level of influence on
My first post on customer journey optimization set the scene by introducing the concept of marketing as a game to be won. The rules to this game are complex, some are known, and others can be learned. Above all, the game is built on a shifting landscape of customer, competitor
In my previous post I wrote about the Atari video game, Breakout, and how an AI technique (reinforcement learning, or RL) outperformed a human player. I also drew an analogy between Breakout and customer journey optimization. In Breakout, the environment is what you see on the screen – the blocks,