Personalization’s double-edged sword: Balancing relevance with intrusiveness

This article was co-authored with Mike Froggatt, Senior Director, Analyst, at Gartner. Digital personalization is a double-edged sword. While it can significantly enhance customer experiences, it also risks alienating consumers if not executed thoughtfully. Digital marketing leaders must carefully manage the reality and perceptions around personalization. A Gartner consumer survey of 2,001 respondents in April…

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Salesforce launches Agentforce for Retail

Salesforce announces the launch of Agentforce for Retail as well as Salesforce Retail Cloud with Modern POS. The news comes just prior to the National Retail Federation’s conference in New York. This initative reflects Salesforce’s commitment to deploying AI agentic resources across its platform. Saks Fifth Avenue and SharkNinja are among the brands testing Agentforce…

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5 principles for a smoother, more successful CDP deployment

Setting proper expectations is an important part of any technology deployment. Customer data platforms (CDPs) are no exception.  At the fall MarTech Conference, Kristina Kalpokaite, head of strategy for technology and data at independent consultancy firm Leap Horizon, spoke about setting expectations and setting your team up for success with its CDP deployment.  CDPs are…

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