Gemma Milne talks with Thomas Wieberneit, co-founder, CEO, and Principal of aheadCRM, about customer journey orchestration, understanding the dynamics of customer consent to provide data during that journey, the importance of consolidating data sources, the two biggest challenges for companies working with CDPs, and how he expects the role of understanding customer behaviors and the customer journey to evolve over time.

About Thomas Wieberneit:

Thomas is the co-founder, CEO, and Principal of aheadCRM. He helps organizations across industries to unlock their potential through digital transformation initiatives using a “think big, act small” approach. He is a CRM practitioner, with the ability to translate business needs into technology solutions that add value. He also is a featured columnist at CustomerThink.

Learn more:

https://aheadcrm.blogspot.com/

Topics of discussion

When a business has a more accurate view of their customers, what does that mean from the customer’s perspective? (02:25)
What building a contextual, consistent view of customers looks like for companies (04:27)
Striking a balance between privacy, trust, consent, and using customer data to give them a better experience (07:49)
Considerations for choosing the right CDP your business (18:25)
The importance of consolidating data sources for an effective (23:07)
Security implications for running a CDP (24:49)
The evolution of customer behaviors and journeys (27:11)

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CDP is key to customer journey orchestra...