Winning Customer Experience (CX): The ‘Everything’ Approach vs. The ‘Marketing’ Approach | 22

Summary: 1. Will the enterprise approach to Customer Experience (CX) be different from the marketing-led approach? 4 announcements from Oracle at Oracle Open World caught our eye at The Talking Stack Oracle Launches Oracle CX Unity for Customer Data Management Oracle to acquire DataFox Oracle’s New Data Cloud Solution to Help B2B Marketers Accenture-Oracle Alliance Unveils Integrated Technology and Services Platform for Utilities We discuss if these announcements are connected; what it says about how enterprise software companies are thinking about customer data and CX; and why marketers should care. 2. RedPoint Global Adds Improvements Across the Board to its Customer Engagement Hub. While it includes a focus on identity resolution and machine learning, from a technical perspective, it now offers the ability to use NoSQL databases including MongoDB and Cosmos as the primary data stores. • What does that mean in simple English to a marketer? • How will it change or evolve what CDPs can already do? Are we looking at CDP+ already? HAIL and FAIL OF THE WEEK HAIL Tim Cooks Call for Data ethics: well-timed marketing ploy or consistent brand promise? + Is Pro-Privacy a positioning plank now? FAIL Netflix Marketing Called “Creepy and Racist” by Subscribers. Is one man’s good strategy another man’s racist and creepy? Where did the algorithm go wrong? We break it down. Tweet your thoughts and tag us too! David Raab: @draab Anand Thaker: @anandthaker Amit Varshneya: @amit_varshneya Chitra Iyer: @MoreMarInTech For links to all the above news items: https://bit.ly/2DUmQ9I The Talking Stack Survey: https://bit.ly/2IA7jdT