Matt Mullen

Matt has been deep in the weeds of the software industry since the mid-1990s. He started out as a developer, before consulting and implementing software for government agencies and then working on the sales and marketing side of the industry. For the last few years, Matt has been an industry research analyst, focusing on sales and marketing technology, advising large enterprises and software vendors alike on emerging technology, market intelligence and organizational strategy.

voices

Offshoring Risk: Make Conscious Decisions

Nov. 8 2016

The chances are that if you’re reading this, you’re an experienced professional in your industry, and if you’re not, I’d wager strongly that you are probably are but in denial as...

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Why Quick Wins Are Important for Long-Term Success

Aug. 30 2016

In my last couple of posts, I’ve talked about the difficulty in moving from thinking about tasks to orchestration and the parallel trials that often prevent

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CEOs Are Focused on the Next Quarter, Not Long-Term Strategy

Aug. 8 2016

Uncertainty tends to lead to indecision—a natural state of affairs when the indices on which a decision could be made are unpredictable. Hurd’s assertion that CEOs are actually primarily focused...

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The Orchestration of Customer Interactions Is More than Execution of Tasks

June 22 2016

It’s this tension between orchestration and execution that I have seen in my travels looking at the digital marketing and sales technology markets—and, for the most part, a glaring hole where...

knowledge

In Digital Transformation, Trust What You Already Know

April 7 2016

In a sweeping generalization, which I will subsequently withdraw from the table, I'll state that there are only two types of people: those who walk into a room confident they are the cleverest person there...

Winning

Looking at Win and Loss Analysis: Ask Why You Win

March 14 2016

While I’m sure I've bored many of you to death in the past about this subject, what can loosely be described as my career has really been a series of lucky accidents. One of those lucky accidents...

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Why the Quality and Accuracy of Your Data Matters

Jan. 20 2016

Many areas of research that we conduct within our business applications practice at 451 Research are becoming predicated upon data-driven principles, from managing advertising spend, matching consumers...

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Translating the Flattening Organization: The Cookie/Biscuit Compression

Nov. 25 2015

So, why the need for the whole cookie/biscuit conundrum clarification? It’s because I’ve been playing with how to best explain the concept of the flattening organization through a quick, visually...

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Customer Experience of the Future: Thinking Employee Forward

Nov. 3 2015

Autumn is that time of year where it is incumbent upon us in the industry to deliver both our predictions and forward-thinking vision of the future and our writing coverage plans for the following year...

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Beyond Hammers and Nails: Software Is Now About What It Delivers in the Real World

Aug. 24 2015

In order to keep me sane on the plethora of planes, trains and automobiles that I use to traverse the world every spring and autumn chasing conferences—or more precisely, the European Union and North...

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Leadership and Culture: Why the Big Discussion When It Comes to Transformation?

Aug. 5 2015

Summer here in London sometimes catches out visitors to the city. As usual, the city received its sudden hot snap—10 degrees centigrade above the normal summer average—for a week or so, and...

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No, Not Everybody Should Learn to Code

July 8 2015

A few weeks back, at yet another conference, I watched a presentation about a coding club for young people: an "after school," extra-curricular activity where popular coding frameworks are taught so

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Spoiling the Tech Startup Trope: Why It's Not About Unicorns Versus Dinosaurs

June 2 2015

Recently, I took a breather in the United Kingdom (UK) for a few weeks, midway through the spring conference season that we often complain about but secretly really enjoy. Each conference season—both...

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Digital Marketing Needs the Pragmatists as much as the Early Adopters

April 23 2015

Last autumn, Greg Head, chief marketing officer of Infusionsoft, shared with me his concept about many in the digital marketing space. His idea was that these companies had been able to grow to the point...

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Approaching Your Customer Data: Why Your Repository Needs Oxygen

March 10 2015

Pretty much every month, as regular as clockwork, I get a short message service (SMS) text from the same organization. This organization is located in a city that is a several-hour drive from where I live...

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Digital Transformation: The Last Mile Is the Hardest Mile

Jan. 19 2015

There are a few things that seem to be constant in my life: I’ve got my first cold of the Winter just a few days before I head off on holiday, and I'm writing this post at my kitchen table right...

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Why the Future Is Really Just the Past: What's in Store for 2015

Dec. 18 2014

December is the month where the law decrees that analysts and pundits have to make predictions for the coming year, everyone clamoring for column inches. Each hoping that it’ll be their wild speculation...

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Are We Really Transforming Work?

Nov. 19 2014

I’m a lucky bloke. I happen to have the opportunity to do a job I love, and I try to remind myself of that as often as possible, because it’s not always been that way, and for most, it will...

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Marketing Should Never Own the Customer

Oct. 21 2014

I’m not good at keeping promises to myself. On the contrary, I’m good at keeping promises to other people; ask me to try and pick up Almond M&M\'s on my travels, and I’ll move heaven...

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Why Social Business Must be Human in Scale and Scope

Sept. 22 2014

There is a tendency for us all to forget that the single unifying factor that underpins all of our organizations–whether commercial or otherwise–is that they are founded upon people. In my...

Humans and AI: The Perfect Partnership for Customer Communications

By Gina Armada

A seismic wave is rumbling through the workplace with AI and automation actively transforming employee productivity and reshaping operations
Be More Effective with Generative AI in Customer Communications

By Atif Khan

The potential of generative AI to positively impact how we work and live is massive
A Tale of Two Revolutions

By John Mancini

You may wonder why an old content management guy is writing about generative AI and LLMs
Generative AI

By Liz Stephen and Mia Papanicolaou

Generative AI (GenAI) is set to revolutionize the Customer Communications Management (CCM) industry, driving profound changes in how businesses interact with their customers
What it Takes to be Effective with Gen AI

By Atif Khan

Editor’s Note: This is part 2 of a 3-part series on AI in CCM. You can find part 1 in our Spring issue. Look for part 3 in the next issue

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