By TREVOR HOGG Images courtesy of Prime Video. For those seeking an alternative to the MCU, Prime Video has two offerings of the live-action and animated variety that take the superhero genre into R-rated territory where the hands of the god-like figures get dirty, bloodied and severed. “The Boys is about the intersection of celebrity and politics using superheroes,” states Stephan Fleet, VFX Supervisor on The Boys. “Sometimes I see the news and I don’t even know we can write to catch up to it! But we try. Invincible is an intense look at an alternate DC Universe that has more grit to the superhero side of it all. On one hand, I was jealous watching Season 1 of Invincible because in animation you can do things that you can’t do in real life on a budget.” Season 4 does not tone down the blood, gore and body count. Fleet notes, “The writers almost have this dialogue with us. Sometimes, they’ll write in the script, ‘And Fleet will come up with a cool visual effect for how to kill this person.’ Or, ‘Chhiu, our fight coordinator, will make an awesome fight.’ It is a frequent topic of conversation. We’re constantly trying to be inventive and create new ways to kill people!” When Splintersplits in two, the cloning effect was inspired by cellular mitosis. “The writers almost have this dialogue with us. Sometimes, they’ll write in the script, ‘And Fleet will come up with a cool visual effect for how to kill this person.’ Or, ‘Chhiu, our fight coordinator, will make an awesome fight.’ It is a frequent topic of conversation. We’re constantly trying to be inventive and create new ways to kill people!” —Stephan Fleet, VFX Supervisor A total of 1,600 visual effects shots were created for the eight episodes by ILM, Pixomondo, MPC Toronto, Spin VFX, DNEG, Untold Studios, Luma Pictures and Rocket Science VFX. Previs was a critical part of the process. “We have John Griffith, who owns a small company called CNCPT out of Texas, and he does wonderful Unreal Engine level previs,” Fleet remarks. “On set, we have a cartoon of what is going to be done, and you’ll be amazed, specifically for action and heavy visual effects stuff, how close those shots are to the previs when we finish.” Founding Director of Federal Bureau of Superhuman Affairs, Victoria Neuman, literally gets ripped in half by two tendrils coming out of Compound V-enhanced Billy Butcher, the leader of superhero resistance group The Boys. “The word that we like to use on this show is ‘grounded,’ and I like to say ‘grounded’ with an asterisk in this day and age because we’re grounded until we get to killing people in the craziest ways. In this case, having someone floating in the air and being ripped in half by two tendrils was all CG.” Multiple plates were shot to enable Simon Pegg to phase through the actor laying in a hospital bed. Testing can get rather elaborate. “For that end scene with Butcher’s tendrils, the room was two stories, and we were able to put the camera up high along with a bunch of blood cannons,” Fleet recalls. “When the body rips in half and explodes, there is a practical component. We rained down a bunch of real blood and guts right in front of Huey. It’s a known joke that we like to douse Jack Quaid with blood as much as possible! In this case, the special effects team led by Hudson Kenny needed to test it the day before, and I said, “I’ll be the guinea pig for the test.’ They covered the whole place with plastic like it was a Dexter kill room because you don’t want to destroy the set. I’m standing there in a white hazmat suit with goggles on, covered from head to toe in plastic and waiting as they’re tweaking all of these things. It sounds like World War II going on. They’re on walkie talkies to each other, and then all of a sudden, it’s ‘Five, four, three, two, one…’  And I get exploded with blood. I wanted to see what it was like, and it’s intense.” “On set, we have a cartoon of what is going to be done, and you’ll be amazed, specifically for action and heavy visual effects stuff, how close those shots are to the previs when we finish.” —Stephan Fleet, VFX Supervisor The Deep has a love affair with an octopus called Ambrosius, voiced by Tilda Swinton. “It’s implied bestiality!” Fleet laughs. “I would call it more of a romance. What was fun from my perspective is that I knew what the look was going to be, so then it’s about putting in the details and the animation. One of the instincts that you always have when you’re making a sea creature that talks to a humanyou tend to want to give it human gestures and eyebrows. Erik Kripkesaid, ‘No. We have to find things that an octopus could do that conveys the same emotion.’ That’s when ideas came in, such as putting a little The Deep toy inside the water tank. When Ambrosius is trying to have an intimate moment or connect with him, she can wrap a tentacle around that. My favorite experience doing Ambrosius was when The Deep is reading poetry to her on a bed. CG creatures touching humans is one of the more complicated things to do and make look real. Ambrosius’ tentacles reach for his arm, and it becomes an intimate moment. More than touching the skin, displacing the bedsheet as Ambrosius moved ended up becoming a lot of CG, and we had to go back and forth a few times to get that looking right; that turned out to be tricky.” A building is replaced by a massive crowd attending a rally being held by Homelander. In a twisted form of sexual foreplay, Sister Sage has The Deep perform a transorbital lobotomy on her. “Thank you, Amazon for selling lobotomy tools as novelty items!” Fleet chuckles. “We filmed it with a lobotomy tool on set. There is a lot of safety involved in doing something like that. Obviously, you don’t want to put any performer in any situation where they come close to putting anything real near their eye. We created this half lobotomy tool and did this complicated split screen with the lobotomy tool on a teeter totter. The Deep wasin one shot and Sister Sage reacted in the other shot. To marry the two ended up being a lot of CG work. Then there are these close-ups which are full CG. I always keep a dummy head that is painted gray that I use all of the time for reference. In macrophotography I filmed this lobotomy tool going right into the eye area. I did that because the tool is chrome, so it’s reflective and has ridges. It has an interesting reflective property. I was able to see how and what part of the human eye reflects onto the tool. A lot of that shot became about realistic reflections and lighting on the tool. Then heavy CG for displacing the eye and pushing the lobotomy tool into it. That was one of the more complicated sequences that we had to achieve.” In order to create an intimate moment between Ambrosius and The Deep, a toy version of the superhero was placed inside of the water tank that she could wrap a tentacle around. “The word that we like to use on this show is ‘grounded,’ and I like to say ‘grounded’ with an asterisk in this day and age because we’re grounded until we get to killing people in the craziest ways. In this case, having someone floating in the air and being ripped in half by two tendrils was all CG.” —Stephan Fleet, VFX Supervisor Sheep and chickens embark on a violent rampage courtesy of Compound V with the latter piercing the chest of a bodyguard belonging to Victoria Neuman. “Weirdly, that was one of our more traditional shots,’ Fleet states. “What is fun about that one is I asked for real chickens as reference. The chicken flying through his chest is real. It’s our chicken wrangler in green suit gently tossing a chicken. We blended two real plates together with some CG in the middle.” A connection was made with a sci-fi classic. “The sheep kill this bull, and we shot it is in this narrow corridor of fencing. When they run, I always equated it as the Trench Run in Star Wars and looked at the sheep as TIE fighters or X-wings coming at them.” The scene was one of the scarier moments for the visual effects team. Fleet explains, “When I read the script, I thought this could be the moment where we jump the shark. For the shots where the sheep are still and scream to the camera, Untold Studios did a bunch of R&D and came up with baboon teeth. I tried to keep anything real as much as possible, but, obviously, when sheep are flying, they have to be CG. I call it the Battlestar Galactica theory, where I like to shake the camera, overshoot shots and make it sloppy when they’re in the air so you can add motion blur. Comedy also helps sell visual effects.” The sheep injected with Compound V develop the ability to fly and were shot in an imperfect manner to help ground the scenes. Once injected with Compound V, Hugh Campbell Sr.develops the ability to phase through objects, including human beings. “We called it the Bro-nut because his name in the script is Wall Street Bro,” Fleet notes. “That was a complicated motion control shot, repeating the move over and over again. We had to shoot multiple plates of Simon Pegg and the guy in the bed. Special effects and prosthetics created a dummy guy with a hole in his chest with practical blood dripping down. It was meshing it together and getting the timing right in post. On top of that, there was the CG blood immediately around Simon Pegg.” The phasing effect had to avoid appearing as a dissolve. “I had this idea of doing high-frequency vibration on the X axis loosely based on how The Flash vibrates through walls. You want everything to have a loose motivation that then helps trigger the visuals. We tried not to overcomplicate that because, ultimately, you want something like that to be quick. If you spend too much time on phasing, it can look cheesy. In our case, it was a lot of false walls. Simon Pegg is running into a greenscreen hole which we plug in with a wall or coming out of one. I went off the actor’s action, and we added a light opacity mix with some X-axis shake.” Providing a different twist to the fights was the replacement of spurting blood with photoreal rubber duckies during a drug-induced hallucination. Homelanderbreaks a mirror which emphasizes his multiple personality disorder. “The original plan was that special effects was going to pre-break a mirror, and we were going to shoot Anthony Starr moving his head doing all of the performances in the different parts of the mirror,” Fleet reveals. “This was all based on a photo that my ex-brother-in-law sent me. He was walking down a street in Glendale, California, came across a broken mirror that someone had thrown out, and took a photo of himself where he had five heads in the mirror. We get there on the day, and I’m realizing that this is really complicated. Anthony has to do these five different performances, and we have to deal with infinite mirrors. At the last minute, I said, ‘We have to do this on a clean mirror.’ We did it on a clear mirror and gave Anthony different eyelines. The mirror break was all done in post, and we were able to cheat his head slightly and art-direct where the break crosses his chin. Editorial was able to do split screens for the timing of the dialogue.” “For the shots where the sheep are still and scream to the camera, Untold Studios did a bunch of R&D and came up with baboon teeth. I tried to keep anything real as much as possible, but, obviously, when sheep are flying, they have to be CG. I call it the Battlestar Galactica theory, where I like to shake the camera, overshoot shots and make it sloppy when they’re in the air so you can add motion blur. Comedy also helps sell visual effects.” —Stephan Fleet, VFX Supervisor Initially, the plan was to use a practical mirror, but creating a digital version proved to be the more effective solution. A different spin on the bloodbath occurs during a fight when a drugged Frenchiehallucinates as Kimiko Miyashirogoes on a killing spree. “We went back and forth with a lot of different concepts for what this hallucination would be,” Fleet remarks. “When we filmed it, we landed on Frenchie having a synesthesia moment where he’s seeing a lot of abstract colors flying in the air. We started getting into that in post and it wasn’t working. We went back to the rubber duckies, which goes back to the story of him in the bathtub. What’s in the bathtub? Rubber duckies, bubbles and water. There was a lot of physics and logic required to figure out how these rubber duckies could float out of someone’s neck. We decided on bubbles when Kimiko hits people’s heads. At one point, we had water when she got shot, but it wasn’t working, so we killed it. We probably did about 100 different versions. We got really detailed with our rubber duckie modeling because we didn’t want it to look cartoony. That took a long time.” Ambrosius, voiced by Tilda Swinton, gets a lot more screentime in Season 4. When Splintersplits in two was achieved heavily in CG. “Erik threw out the words ‘cellular mitosis’ early on as something he wanted to use,” Fleet states. “We shot Rob Benedict on a greenscreen doing all of the different performances for the clones that pop out. It was a crazy amount of CG work with Houdini and particle and skin effects. We previs’d the sequence so we had specific actions. One clone comes out to the right and the other pulls backwards.” What tends to go unnoticed by many is Splinter’s clones setting up for a press conference being held by Firecracker. “It’s funny how no one brings up the 22-hour motion control shot that we had to do with Splinter on the stage, which was the most complicated shot!” Fleet observes. “We have this sweeping long shot that brings you into the room and follows Splinter as he carries a container to the stage and hands it off to a clone, and then you reveal five more of them interweaving each other and interacting with all of these objects. It’s like a minute-long dance. First off, you have to choreograph it. We previs’d it, but then you need to get people to do it. We hired dancers and put different colored armbands on them. The camera is like another performer, and a metronome is going, which enables you to find a pace. That took about eight hours of rehearsal. Then Rob has to watch each one of their performances and mimic it to the beat. When he is handing off a box of cables, it’s to a double who is going to have to be erased and be him on the other side. They have to be almost perfect in their timing and lineup in order to take it over in visual effects and make it work.” #bouncing #rubber #duckies #flying #sheep

🌟 Have you ever imagined a world where glass is 3D printed at room temperature? 🌈 It sounds like a dream, but it's becoming a reality! The versatility of glass is truly remarkable, offering us transparency, chemical resistance, and the ability to recycle. 💚✨ As we explore the fascinating realm of 3D printing with glass, we unlock endless possibilities for innovation. Imagine the applications, from stunning art pieces to advanced tech solutions! 🚀 Let's embrace this exciting future and be inspired by what we can create together! 💪💖 Keep dreaming big and pushing the boundaries! The only limit is our imagination! #3DPrinting #GlassInnovation #Sustainability #CreativeFuture #Inspiration

Ah, the PSVR2! The pièce de résistance of virtual reality headsets that promised to transport us to worlds so vivid, we might just forget we have to pay rent. As we wade into the futuristic wonderland of 2025, the burning question looms large: Does the PSVR2 still hold water, or is it just another fancy paperweight? Let’s be real for a second. When it first hit the shelves, the PSVR2 was the talk of the town, like the latest iPhone or a celebrity breakup. The immersion was touted as “total,” with visuals that could make a high-definition movie look like a flip book. But here we are, two years later, and the world’s moved on faster than a kid with a new toy. Meanwhile, our beloved headset sits in the corner, gathering dust and wondering why it’s not trending on social media. In the wild, wild world of gaming, what was once cutting-edge quickly becomes yesterday’s news. Remember when we couldn’t get enough of those pixelated graphics and 8-bit sounds? Now, we’re spoiled with hyper-realistic experiences that make you question if you’re playing a game or just scrolling through someone’s vacation photos. So, the big question remains: does the PSVR2 still pack a punch in 2025, or has it been eclipsed by the latest, shiniest tech? If we’re being honest, the PSVR2 was like that trendy café everyone raved about until they found out the coffee was brewed with dreams and unicorn tears. Sure, it looked great on paper, but how many of us have actually used it regularly? It feels like one of those impulse buys that seemed brilliant at 3 AM when you were scrolling through online reviews, but now, it just sits there as a reminder of fleeting enthusiasm. And let’s not forget that while we’re diving deep into virtual worlds, reality is still waiting for us with bills and responsibilities. So, is it worth the investment in 2025? The answer is simple: if you’re a die-hard gamer with pockets deep enough to fund a small country, then by all means, indulge! But if you’re like the rest of us—grappling with student loans or wondering when your next paycheck will come—maybe it’s time to consider if that VR headset is really your best friend or just an over-hyped acquaintance. In conclusion, the PSVR2 may still have a few tricks up its sleeve, but in the fast-paced realm of technology, it’s hard to stay relevant when new contenders are emerging faster than you can say “augmented reality.” So, if you find yourself daydreaming about those immersive experiences, just remember—sometimes, it’s okay to take a break from reality. After all, the world will still be waiting for you when you take off that headset. #PSVR2 #VirtualReality #Gaming2025 #TechTrends #GamingHumor

Reading Time: 9 minutes In marketing, data isn’t a buzzword. It’s the lifeblood of all successful campaigns. But are you truly harnessing its power, or are you drowning in a sea of information? To answer this question, we sat down with Ankur Kothari, a seasoned Martech expert, to dive deep into this crucial topic. This interview, originally conducted for Chapter 6 of “The Customer Engagement Book: Adapt or Die” explores how businesses can translate raw data into actionable insights that drive real results. Ankur shares his wealth of knowledge on identifying valuable customer engagement data, distinguishing between signal and noise, and ultimately, shaping real-time strategies that keep companies ahead of the curve.   Ankur Kothari Q&A Interview 1. What types of customer engagement data are most valuable for making strategic business decisions? Primarily, there are four different buckets of customer engagement data. I would begin with behavioral data, encompassing website interaction, purchase history, and other app usage patterns. Second would be demographic information: age, location, income, and other relevant personal characteristics. Third would be sentiment analysis, where we derive information from social media interaction, customer feedback, or other customer reviews. Fourth would be the customer journey data. We track touchpoints across various channels of the customers to understand the customer journey path and conversion. Combining these four primary sources helps us understand the engagement data. 2. How do you distinguish between data that is actionable versus data that is just noise? First is keeping relevant to your business objectives, making actionable data that directly relates to your specific goals or KPIs, and then taking help from statistical significance. Actionable data shows clear patterns or trends that are statistically valid, whereas other data consists of random fluctuations or outliers, which may not be what you are interested in. You also want to make sure that there is consistency across sources. Actionable insights are typically corroborated by multiple data points or channels, while other data or noise can be more isolated and contradictory. Actionable data suggests clear opportunities for improvement or decision making, whereas noise does not lead to meaningful actions or changes in strategy. By applying these criteria, I can effectively filter out the noise and focus on data that delivers or drives valuable business decisions. 3. How can customer engagement data be used to identify and prioritize new business opportunities? First, it helps us to uncover unmet needs. By analyzing the customer feedback, touch points, support interactions, or usage patterns, we can identify the gaps in our current offerings or areas where customers are experiencing pain points. Second would be identifying emerging needs. Monitoring changes in customer behavior or preferences over time can reveal new market trends or shifts in demand, allowing my company to adapt their products or services accordingly. Third would be segmentation analysis. Detailed customer data analysis enables us to identify unserved or underserved segments or niche markets that may represent untapped opportunities for growth or expansion into newer areas and new geographies. Last is to build competitive differentiation. Engagement data can highlight where our companies outperform competitors, helping us to prioritize opportunities that leverage existing strengths and unique selling propositions. 4. Can you share an example of where data insights directly influenced a critical decision? I will share an example from my previous organization at one of the financial services where we were very data-driven, which made a major impact on our critical decision regarding our credit card offerings. We analyzed the customer engagement data, and we discovered that a large segment of our millennial customers were underutilizing our traditional credit cards but showed high engagement with mobile payment platforms. That insight led us to develop and launch our first digital credit card product with enhanced mobile features and rewards tailored to the millennial spending habits. Since we had access to a lot of transactional data as well, we were able to build a financial product which met that specific segment’s needs. That data-driven decision resulted in a 40% increase in our new credit card applications from this demographic within the first quarter of the launch. Subsequently, our market share improved in that specific segment, which was very crucial. 5. Are there any other examples of ways that you see customer engagement data being able to shape marketing strategy in real time? When it comes to using the engagement data in real-time, we do quite a few things. In the recent past two, three years, we are using that for dynamic content personalization, adjusting the website content, email messaging, or ad creative based on real-time user behavior and preferences. We automate campaign optimization using specific AI-driven tools to continuously analyze performance metrics and automatically reallocate the budget to top-performing channels or ad segments. Then we also build responsive social media engagement platforms like monitoring social media sentiments and trending topics to quickly adapt the messaging and create timely and relevant content. With one-on-one personalization, we do a lot of A/B testing as part of the overall rapid testing and market elements like subject lines, CTAs, and building various successful variants of the campaigns. 6. How are you doing the 1:1 personalization? We have advanced CDP systems, and we are tracking each customer’s behavior in real-time. So the moment they move to different channels, we know what the context is, what the relevance is, and the recent interaction points, so we can cater the right offer. So for example, if you looked at a certain offer on the website and you came from Google, and then the next day you walk into an in-person interaction, our agent will already know that you were looking at that offer. That gives our customer or potential customer more one-to-one personalization instead of just segment-based or bulk interaction kind of experience. We have a huge team of data scientists, data analysts, and AI model creators who help us to analyze big volumes of data and bring the right insights to our marketing and sales team so that they can provide the right experience to our customers. 7. What role does customer engagement data play in influencing cross-functional decisions, such as with product development, sales, and customer service? Primarily with product development — we have different products, not just the financial products or products whichever organizations sell, but also various products like mobile apps or websites they use for transactions. So that kind of product development gets improved. The engagement data helps our sales and marketing teams create more targeted campaigns, optimize channel selection, and refine messaging to resonate with specific customer segments. Customer service also gets helped by anticipating common issues, personalizing support interactions over the phone or email or chat, and proactively addressing potential problems, leading to improved customer satisfaction and retention. So in general, cross-functional application of engagement improves the customer-centric approach throughout the organization. 8. What do you think some of the main challenges marketers face when trying to translate customer engagement data into actionable business insights? I think the huge amount of data we are dealing with. As we are getting more digitally savvy and most of the customers are moving to digital channels, we are getting a lot of data, and that sheer volume of data can be overwhelming, making it very difficult to identify truly meaningful patterns and insights. Because of the huge data overload, we create data silos in this process, so information often exists in separate systems across different departments. We are not able to build a holistic view of customer engagement. Because of data silos and overload of data, data quality issues appear. There is inconsistency, and inaccurate data can lead to incorrect insights or poor decision-making. Quality issues could also be due to the wrong format of the data, or the data is stale and no longer relevant. As we are growing and adding more people to help us understand customer engagement, I’ve also noticed that technical folks, especially data scientists and data analysts, lack skills to properly interpret the data or apply data insights effectively. So there’s a lack of understanding of marketing and sales as domains. It’s a huge effort and can take a lot of investment. Not being able to calculate the ROI of your overall investment is a big challenge that many organizations are facing. 9. Why do you think the analysts don’t have the business acumen to properly do more than analyze the data? If people do not have the right idea of why we are collecting this data, we collect a lot of noise, and that brings in huge volumes of data. If you cannot stop that from step one—not bringing noise into the data system—that cannot be done by just technical folks or people who do not have business knowledge. Business people do not know everything about what data is being collected from which source and what data they need. It’s a gap between business domain knowledge, specifically marketing and sales needs, and technical folks who don’t have a lot of exposure to that side. Similarly, marketing business people do not have much exposure to the technical side — what’s possible to do with data, how much effort it takes, what’s relevant versus not relevant, and how to prioritize which data sources will be most important. 10. Do you have any suggestions for how this can be overcome, or have you seen it in action where it has been solved before? First, cross-functional training: training different roles to help them understand why we’re doing this and what the business goals are, giving technical people exposure to what marketing and sales teams do. And giving business folks exposure to the technology side through training on different tools, strategies, and the roadmap of data integrations. The second is helping teams work more collaboratively. So it’s not like the technology team works in a silo and comes back when their work is done, and then marketing and sales teams act upon it. Now we’re making it more like one team. You work together so that you can complement each other, and we have a better strategy from day one. 11. How do you address skepticism or resistance from stakeholders when presenting data-driven recommendations? We present clear business cases where we demonstrate how data-driven recommendations can directly align with business objectives and potential ROI. We build compelling visualizations, easy-to-understand charts and graphs that clearly illustrate the insights and the implications for business goals. We also do a lot of POCs and pilot projects with small-scale implementations to showcase tangible results and build confidence in the data-driven approach throughout the organization. 12. What technologies or tools have you found most effective for gathering and analyzing customer engagement data? I’ve found that Customer Data Platforms help us unify customer data from various sources, providing a comprehensive view of customer interactions across touch points. Having advanced analytics platforms — tools with AI and machine learning capabilities that can process large volumes of data and uncover complex patterns and insights — is a great value to us. We always use, or many organizations use, marketing automation systems to improve marketing team productivity, helping us track and analyze customer interactions across multiple channels. Another thing is social media listening tools, wherever your brand is mentioned or you want to measure customer sentiment over social media, or track the engagement of your campaigns across social media platforms. Last is web analytical tools, which provide detailed insights into your website visitors’ behaviors and engagement metrics, for browser apps, small browser apps, various devices, and mobile apps. 13. How do you ensure data quality and consistency across multiple channels to make these informed decisions? We established clear guidelines for data collection, storage, and usage across all channels to maintain consistency. Then we use data integration platforms — tools that consolidate data from various sources into a single unified view, reducing discrepancies and inconsistencies. While we collect data from different sources, we clean the data so it becomes cleaner with every stage of processing. We also conduct regular data audits — performing periodic checks to identify and rectify data quality issues, ensuring accuracy and reliability of information. We also deploy standardized data formats. On top of that, we have various automated data cleansing tools, specific software to detect and correct data errors, redundancies, duplicates, and inconsistencies in data sets automatically. 14. How do you see the role of customer engagement data evolving in shaping business strategies over the next five years? The first thing that’s been the biggest trend from the past two years is AI-driven decision making, which I think will become more prevalent, with advanced algorithms processing vast amounts of engagement data in real-time to inform strategic choices. Somewhat related to this is predictive analytics, which will play an even larger role, enabling businesses to anticipate customer needs and market trends with more accuracy and better predictive capabilities. We also touched upon hyper-personalization. We are all trying to strive toward more hyper-personalization at scale, which is more one-on-one personalization, as we are increasingly capturing more engagement data and have bigger systems and infrastructure to support processing those large volumes of data so we can achieve those hyper-personalization use cases. As the world is collecting more data, privacy concerns and regulations come into play. I believe in the next few years there will be more innovation toward how businesses can collect data ethically and what the usage practices are, leading to more transparent and consent-based engagement data strategies. And lastly, I think about the integration of engagement data, which is always a big challenge. I believe as we’re solving those integration challenges, we are adding more and more complex data sources to the picture. So I think there will need to be more innovation or sophistication brought into data integration strategies, which will help us take a truly customer-centric approach to strategy formulation.   This interview Q&A was hosted with Ankur Kothari, a previous Martech Executive, for Chapter 6 of The Customer Engagement Book: Adapt or Die. Download the PDF or request a physical copy of the book here. The post Ankur Kothari Q&A: Customer Engagement Book Interview appeared first on MoEngage. #ankur #kothari #qampampa #customer #engagement

Oppo K13x 5G will be introduced in the Indian market later this month. The launch date has been announced, and the company has revealed some key specifications of the upcoming smartphone. It will be placed in the sub-Rs. 15,000 segments in the country and is promised to be available in 4GB and 6GB RAM variants. As per the company, the handset is claimed to offer the toughest build in its segment. It is confirmed to come with an IP65 rating, SGS Gold Drop-Resistance, SGS Military Standard, and MIL-STD 810-H durability certifications.Oppo K13x 5G India Launch: All We KnowThe Oppo K13x 5G will launch in India on June 23 at 12pm IST, the company confirmed in a press release. It will be priced in the country under Rs. 15,000, the company added. It will be available exclusively via Flipkart. The phone is confirmed to come in Midnight Violet and Sunset Peach colour options.Oppo revealed that the K13x 5G will be powered by a MediaTek Dimensity 6300 chipset. It will be available in 4GB and 6GB RAM options with support for 128GB of onboard storage. The handset will ship with Android 15-based ColorOS 15. It will support Google Gemini and other productivity features like AI Summary, AI Recorder, and AI Studio.The company has provided the Oppo K13x 5G with a 6,000mAh battery with 45W SuperVOOC charging support, it further revealed in the press release. It will carry a 50-megapixel AI-backed dual rear camera unit. The phone will support AI-backed imaging features like AI Eraser, AI Unblur, AI Reflection Remover, and AI Clarity Enhancer.Previously, Oppo revealed that the upcoming K13x 5G will come with an AM04 high-strength aluminium alloy middle frame and a 360-degree Damage-Proof Armour Body. It is claimed to meet the IP65 rating for dust and water resistance. Alongside the MIL-STD 810-H shock resistance certification, it will also come with SGS Gold Drop-Resistance and SGS Military Standard certifications. The Oppo K13x 5G build makes use of a biomimetic Sponge Shock Absorption System inspired by sea sponges, which is claimed to improve shock resistance. Its display will support Splash Touch and Glove Touch mode as well as Crystal Shield glass protection. #oppo #k13x #india #launch #date

Starving bacteriause a microscopic harpoon—called the Type VI secretion system—to stab and kill neighboring cells. The prey burst, turning spherical and leaking nutrients, which the killers then use to survive and grow.NewsletterSign up for our email newsletter for the latest science newsBacteria are bad neighbors. And we’re not talking noisy, never-take-out-the-trash bad neighbors. We’re talking has-a-harpoon-gun-and-points-it-at-you bad neighbors. According to a new study in Science, some bacteria hunt nearby bacterial species when they’re hungry. Using a special weapon system called the Type VI Secretion System, these bacteria shoot, spill, and then absorb the nutrients from the microbes they harpoon. “The punchline is: When things get tough, you eat your neighbors,” said Glen D’Souza, a study author and an assistant professor at Arizona State University, according to a press release. “We’ve known bacteria kill each other, that’s textbook. But what we’re seeing is that it’s not just important that the bacteria have weapons to kill, but they are controlling when they use those weapons specifically for situations to eat others where they can’t grow themselves.” According to the study authors, the research doesn’t just have implications for bacterial neighborhoods; it also has implications for human health and medicine. By harnessing these bacterial weapons, it may be possible to build better targeted antibiotics, designed to overcome antibiotic resistance. Ruthless Bacteria Use HarpoonsResearchers have long known that some bacteria can be ruthless, using weapons like the T6SS to clear out their competition. A nasty tool, the T6SS is essentially a tiny harpoon gun with a poison-tipped needle. When a bacterium shoots the weapon into another bacterium from a separate species, the needle pierces the microbe without killing it. Then, it injects toxins into the microbe that cause its internal nutrients to spill out.Up until now, researchers thought that this weapon helped bacteria eliminate their competition for space and for food, but after watching bacteria use the T6SS to attack their neighbors when food was scarce, the study authors concluded that these tiny harpooners use the weapon not only to remove rivals, but also to consume their competitors’ leaked nutrients.“Watching these cells in action really drives home how resourceful bacteria can be,” said Astrid Stubbusch, another study author and a researcher who worked on the study while at ETH Zurich, according to the press release. “By slowly releasing nutrients from their neighbors, they maximize their nutrient harvesting when every molecule counts.” Absorbing Food From NeighborsTo show that the bacteria used this system to eat when there was no food around, the study authors compared their attacks in both nutrient-rich and nutrient-poor environments. When supplied with ample resources, the bacteria used their harpoons to kill their neighbors quickly, with the released nutrients leaking out and dissolving immediately. But when resources were few and far between, they used their harpoons to kill their neighbors slowly, with the nutrients seeping out and sticking around. “This difference in dissolution time could mean that the killer cells load their spears with different toxins,” D’Souza said in another press release. While one toxin could eliminate the competition for space and for food when nutrients are available, another could create a food source, allowing bacteria to “absorb as many nutrients as possible” when sustenance is in short supply.Because of all this, this weapon system is more than ruthless; it’s also smart, and important to some species’ survival. When genetically unedited T6SS bacteria were put in an environment without food, they survived on spilled nutrients. But when genetically edited T6SS bacteria were placed in a similar environment, they died, because their ability to find food in their neighbors had been “turned off.”Harnessing Bacterial HarpoonsAccording to the study authors, the T6SS system is widely used by bacteria, both in and outside the lab. “It’s present in many different environments,” D’Souza said in one of the press releases. “It’s operational and happening in nature, from the oceans to the human gut.” The study authors add that their research could change the way we think about bacteria and could help in our fight against antibiotic resistance. In fact, the T6SS could one day serve as a foundation for targeted drug delivery systems, which could mitigate the development of broader bacterial resistance to antibiotics. But before that can happen, however, researchers have to learn more about bacterial harpoons, and about when and how bacteria use them, both to beat and eat their neighbors.Article SourcesOur writers at Discovermagazine.com use peer-reviewed studies and high-quality sources for our articles, and our editors review for scientific accuracy and editorial standards. Review the sources used below for this article:Sam Walters is a journalist covering archaeology, paleontology, ecology, and evolution for Discover, along with an assortment of other topics. Before joining the Discover team as an assistant editor in 2022, Sam studied journalism at Northwestern University in Evanston, Illinois.1 free article leftWant More? Get unlimited access for as low as /monthSubscribeAlready a subscriber?Register or Log In1 free articleSubscribeWant more?Keep reading for as low as !SubscribeAlready a subscriber?Register or Log In #hungry #bacteria #hunt #their #neighbors

Reading Time: 6 minutes What is marketing without data? Assumptions. Guesses. Fluff. For Chapter 6 of our book, “The Customer Engagement Book: Adapt or Die,” we spoke with Alec Haase, Product GTM Lead, Commerce and AI at Hightouch, to explore how engagement data can truly inform critical business decisions.  Alec discusses the different types of customer behaviors that matter most, how to separate meaningful information from the rest, and the role of systems that learn over time to create tailored customer experiences. This interview provides insights into using data for real-time actions and shaping the future of marketing. Prepare to learn about AI decision-making and how a focus on data is changing how we engage with customers.   Alec Haase Q&A Interview 1. What types of customer engagement data are most valuable for making strategic business decisions? It’s a culmination of everything. Behavioral signals — the actual conversions and micro-conversions that users take within your product or website. Obviously, that’s things like purchases. But there are also other behavioral signals marketers should be using and thinking about. Things like micro-conversions — maybe that’s shopping for a product, clicking to learn more about a product, or visiting a certain page on your website. Behind that, you also need to have all your user data to tie that to. So I know someone took said action; I can follow up with them in email or out on paid social. I need the user identifiers to do that. 2. How do you distinguish between data that is actionable versus data that is just noise? Data that’s actionable includes the conversions and micro-conversions — very clear instances of “someone did this.” I can react to or measure those. What’s becoming a bit of a challenge for marketers is understanding that there’s other data that is valuable for machine learning or reinforcement learning models, things like tags on the types of products customers are interacting with. Maybe there’s category information about that product, or color information. That would otherwise look like noise to the average marketer. But behind the scenes, it can be used for reinforcement learning. There is definitely the “clear-cut” actionable data, but marketers shouldn’t be quick to classify things as noise because the rise in machine learning and reinforcement learning will make that data more valuable. 3. How can customer engagement data be used to identify and prioritize new business opportunities? At Hightouch, we don’t necessarily think about retroactive analysis. We have a system where we have customer engagement data firing in that we then have real-time scores reacting to. An interesting example is when you have machine learning and reinforcement learning models running. In the pet retailer example I gave you, the system is able to figure out what to prioritize. The concept of reinforcement learning is not a marketer making rules to say, “I know this type of thing works well on this type of audience.” It’s the machine itself using the data to determine what attribute responds well to which offer, recommendation, or marketing campaign. 4. How can marketers ensure their use of customer engagement data aligns with the broader business objectives? It starts with the objectives. It’s starting with the desired outcome and working your way back. That whole flip of the paradigm is starting with outcomes and letting the system optimize. What are you trying to drive, and then back into the types of experiences that can make that happen? There’s personalization. When we talk about data-driven experiences and personalization, Spotify Wrapped is the North Star. For Spotify Wrapped, you want to drive customer stickiness and create a brand. To make that happen, you want to send a personalized email. What components do you want in that email? Maybe it’s top five songs, top five artists, and then you can back into the actual event data you need to make that happen. 5. What role does engagement data play in influencing cross-functional decisions such as those in product development, sales, or customer service? For product development, it’s product analytics — knowing what features users are using, or seeing in heat maps where users are clicking. Sales is similar. We’re using behavioral signals like what types of content they’re reading on the site to help inform what they would be interested in — the types of products or the types of use cases. For customer service, you can look at errors they’ve run into in the past or specific purchases they’ve made, so that when you’re helping them the next time they engage with you, you know exactly what their past behaviors were and what products they could be calling about. 6. What are some challenges marketers face when trying to translate customer engagement data into actionable insights? Access to data is one challenge. You might not know what data you have because marketers historically may not have been used to the systems where data is stored. Historically, that’s been pretty siloed away from them. Rich behavioral data and other data across the business was stored somewhere else. Now, as more companies embrace the data warehouse at the center of their business, it gives everyone a true single place where data can be stored. Marketers are working more with data teams, understanding more about the data they have, and using that data to power downstream use cases, personalization, reinforcement learning, or general business insights. 7. How do you address skepticism or resistance from stakeholders when presenting data-driven recommendations? As a marketer, I think proof is key. The best thing is if you’ve actually run a test. “I think we should do this. I ran a small test, and it’s showing that this is actually proving out.” Being able to clearly explain and justify your reasoning with data is super important. 8. What technology or tools have you found most effective for gathering and analyzing customer engagement data? Any type of behavioral event collection, specifically ones that write to the cloud data warehouse, is the critical component. Your data team is operating off the data warehouse. Having an event collection product that stores data in that central spot is really important if you want to use the other data when making recommendations. You want to get everything into the data warehouse where it can be used both for insights and for putting into action. For Spotify Wrapped, you want to collect behavioral event signals like songs listened to or concerts attended, writing to the warehouse so that you can get insights back — how many songs were played this year, projections for next month — but then you can also use those behavioral events in downstream platforms to fire off personalized emails with product recommendations or Spotify Wrapped-style experiences. 9. How do you see the role of customer engagement data evolving in shaping business strategies over the next five years? What we’re excited about is the concept of AI Decisioning — having AI agents actually using customer data to train their own models and decision-making to create personalized experiences. We’re sitting on top of all this behavioral data, engagement data, and user attributes, and our system is learning from all of that to make the best decisions across downstream systems. Whether that’s as simple as driving a loyalty program and figuring out what emails to send or what on-site experiences to show, or exposing insights that might lead you to completely change your business strategy, we see engagement data as the fuel to the engine of reinforcement learning, machine learning, AI agents, this whole next wave of Martech that’s just now coming. But it all starts with having the data to train those systems. I think that behavioral data is the fuel of modern Martech, and that only holds more true as Martech platforms adopt these decisioning and AI capabilities, because they’re only as good as the data that’s training the models.     This interview Q&A was hosted with Alec Haase, Product GTM Lead, Commerce and AI at Hightouch, for Chapter 6 of The Customer Engagement Book: Adapt or Die. Download the PDF or request a physical copy of the book here. The post Alec Haase Q&A: Customer Engagement Book Interview appeared first on MoEngage. #alec #haase #qampampa #customer #engagement

SirCozyCrow5 hours agoThe sound track is PEAK! I loved playing this, and my partner who normally doesn't play games like this one had a good time as well. I enjoyed the learning curve and I can't wait to play the harder difficulties.Here's a video I made, my partner jumped in for a few minutes as well.Replyso funReplyDrew.a.Chain1 day agoVery addictive!ReplyTrashpanda1191 day agolove the playstyle and the art style definitly fun to play plus the music is the cherry on topReplyAhoOppai1 day agoreally fun game cant wait for the full gameReplyDin Xavier coding1 day agoI chose the laser eye. How do I turn the attack around? Can I even do that?Replyoverboy1 day agoHey, the laser eye gets a random direction at the start of each wave, it's one of the specificities of this attack ;)ReplyFort Kenmei1 day agoGameplay and Critique ;)Replyoverboy1 day agoThanks a lot for the awesome video and the feedback! :)ReplyTLGaby2 days agoJust to know browser progress keep getting reset.Replyoverboy1 day agoThanks for the report! Could it be due to some of your browser settings?Unfortunately, browser-based games can't always guarantee reliable local saves due to how browsers handle storage.To avoid this in the future, I recommend trying the downloadable version of the demo,  it provides a more stable environment for saving progress. :)Replyepic.Replyoleekconder2 days agoVery nice. Spent couple hours easy=) UPD: And some moreReplyMaximusR3 days agoes un juego que ya jugue en su momento cuando tenias menos cosas y ahora que esta actualizado quisiera grabarlo otra vezReplyEPIClove the spiders ♥ReplynineGardens3 days agoOkay so.... tried out a few things, and some Dev suggestions to report: Bigfoot is such a cool idea, and running around at that speed with like.... all THAT going on just gave me motion sickness.Summoner is hysterical fun. All hail spiders. Tomatoe's are pretty fun too.The Adept is so cool in theory, but... once you have the right build is a bit of a "standing still simulator"  Also, if you have totoms or other turrets, there's very much the question each round of "Will my circle spawn NEAR the totoms , or far from them "   I kind of wonder if the mage circle should like... fizzle out after 20 seconds and appear somewhere else. Just... something to give a bit more dynamism, and to make the original spawn point less critical.Okay: added thoughts:Watering psycotic tomatoes feels great.Being a malevolent spider with 8 arms feels amazing. Feels very good and natural."Orbital" is one of the greatest and most fun abilities in the game.  I would take this even without the damage boost.Lots of fun, but also very silly. Good job.Replydave99993 days agowith some size you can kick the totems around to reposition them towards your circle, it benefits them too, adept can choose the wand at the start and with it you have no sustain problem anyway whatever build you want to set upReplynineGardens3 days agoOh damn- only just found out you can kick the totems!Okay, yeah in this case all is well. Or at least.... I still think a moving circle could be cool, but the fact that you can move your totems over to where the circle is makes things much better.Replyjust get enough amount+size and they hit everything, bounce is overkill ReplyLost track of time 10 hours in and still hooked. Absolutely love it! Can't wait for the full releaseReplyDriftedVoid4 days agoPretty good! ReplyIndyot4 days agoIt's a pretty addictive game, congrats! I lowkey missed a bit of satisfaction on the weapons though.ReplyCongrats on the game! I really like the weapons that you interact with which gives it a fun spin.Reply1Soultaken4 days agoAnyone know good combos for the items?Replydave99994 days agolasers plus amount+adept some arcane for basic dmgtotems +amount+ bounce+adept optional size and arcane you can stand still in the endall shovels with crit, strength their extra souls help you snowball hard and easy probably the most straightforward and stable very good build you can beat the game with nearly anything its well balanced but this one is very strong and easy soul flask, more chests are near always must pick, the high luck value ones give you better items the free reroll is a must pick, lightning dagger is somewhat unique as it  can carry you the entire early game even if you do not get enough element damageReplydave99998 days agounderestimated totems Replylimey8 days agoi like how you made like MULTITUDES of updates on this so like as soon as i check my feed its just thisReplydave99998 days agomy best run so far,  there s a hidden mechanic that  makes weapons  you have more likely to drop?Replyoverboy8 days agoLmao, awesome — looks like a really fun build to play! Yeah, Shop RNG uses a lot of hidden tricks to help you find relevant attacks, while still allowing unrelated ones to appear. That way, you can discover unique builds and experiment freely!Replyoverboy8 days agoThank you so much for the incredible reception of the web demo on Itch, and to everyone who wishlisted the game! Many of the changes—along with much more to come in future updates—are directly based on your feedback here and on the game’s Discord. I’m also excited to announce that the game will release on Steam on 8 July 2025! Demo - Update 35Singleplayer UI: Level Up Upgrade Phase and Chest Pickup Phase UI now display the items and attacks inventoriesSingleplayer Shop: subtle animation while selecting a Buy Button Many Balancing tweaks Balancing: nerfed Life Steal in various waysBalancing: nerfed Knockback in various waysBalancing: too much items enhancing HP Max were put in the Demo, this means it was easier to get a lot of HP and to survive in the Demo due to higher ratio of items providing HP Added a subtle duration during which the player can still pickup Souls even if they’re slurped by the Soul Portal Fine tuned the color of some weapons to improve the visibility Balancing: Ballista don’t double their projectiles based on amount anymoreIf Player HP is Full and HP Max > 20, the player can’t be one-shot Bugfix: in-game achievement pop up could be displayed below other UI elements while it should always be above everything else Potential Bugfix for a rare bug happening in Multiplayer shop where player2 Shop sections wasn’t displayed at allRework the save system in preparation for upcoming features ReplyxHELLO_WORLDx10 days agocontracts on the gameReplydave999910 days agoelijah_ap10 days agoLove the art style, upgrades, controls, etc. Balance might be the only thing off about this. If you were to add anything, I would want to see more variety in the stages, similar to Vampire Survivor. Otherwise- really great.ReplyThank you so much! I’ll keep working on the balance with each update, and I appreciate the suggestion on stage variety!ReplyNetsmile10 days agoTorch IV has a problem rounding numbers in the stats hover over display. Other levels of torches workReplyoverboy10 days agoThanks, I'll fix this displayed rounding number issue soon!ReplySkeppartorsk10 days agoFor now I'd say it's fun, but lacking a bit in balance. I absolutely suck at brotatolikes. But find this one easy, so it's probably undertuned as far as difficulty is concerned. The power and availability of HP and regen items, makes you just literally not care if you get hit. Then the relatively strong armor on top and you're just too tanky for anything to feasibly ever kill you.Replyoverboy10 days agoThanks for the feedback! Sounds like tanky builds might be a bit too forgiving right now, i'll do some balancing changesReplySkeppartorsk9 days agoLife steal has similar issues too. There's also the standard issue with knockback in these kinds of games. The lack of any enemy resistance/diminishing returns, means it's way too easy to get enough knockback that enemies cannot touch you anymore. Ranged attacks are too few and far between to worry about with the current levels of sustain. Meaning you can just Stand Still and Kill way too realiably. Edit: Lategame with 6x Wands I'm getting so much screen shake it's triggering simulation sickness. It was due to having Pierce + Bounce. The screen shake from my projectiles bouncing off the edge of the map.Replyoverboy8 days agothanks for your feedback, it will help for the game balancing!For now I try to avoid diminishing returns by design to make sure each feature and stat is super easy to understand because I dislike when roguelike gets too opaque, I prefer that the player fully and easily undestand each of its choices, but yeah that involves a good balance to find!In future updates, Life Steal will become harder to get, Knockback will be capped at lower maximum applied values.Regarding the overall difficulty, the full version has 3 extra level of difficulties, and based on some feedbacks i have from beta testers, the balance between the 5 difficulty modes seem to be close to what i'm aiming forThere is already an option to disable screenshakes ;)Edit: Would you be interested to join the beta-test of the full game? If so please join the Discord and ping me in DM ;)ReplySkeppartorsk8 days agoI did notice that you could turn off screen shake entirely. But admittedly a lot of the visceral feel of the combat goes away when you fully disable the screen shake. But when you have too many Leeroy/knockback projectiles/bouncing projectiles. It just reaches the point where simulation sickness sets in. Wish there was something like an intensity setting, or a way for it to cap out at how often a screen shake can get triggered. I agree on the opaque thing. But I was more thinking something akin to how CC Diminishing Returns works in WoW. Where 1st hit = full value, 2nd hit within 10s = half value, 3rd hit = 1/4 value. Then 10s of immunity before it resets. That way you still get knockback when you pick knockback. But you can't just perma nail enemies against the wall. Edit: Also there's a wording issuewith how multiple pentagrams work. If you have adept pentagram and the item pentagram the wording is "when you stand inside a pentagram" But the item one gives the 20% damage ONLY and the adept one gives the adept bonuses ONLY. The wording would mean that both pentagrams should give adept bonus AND 20% damage bonus.Edit2: I'd suggest reformatting Grimorius tooltip so that the -10% armor is above the "on level up"portion. The indentation difference between the +1% speed and -10% armor is small enough that I read it as losing 10% armor on every level up.Replyoverboy8 days agoThanks a lot for the interesting insights!I nerfed HP, Lifesteal and Knockback using various techniques in the last update, along with many other changes.Just tested Pentagram/Adept and it works as expected: the 2 effects stack correctly as the wording impliedI reformatted Grimorius tooltip as you suggested ;)ReplyView more in threadBad Piggy11 days agoVery cool in it's current state. I love how much it really emphasises movement like how some active abilities need to be grabbed from around the arena to do themThat said, I think enemy projectiles could honestly stand out more. I could hardly see them at times in all the chaos.Still, I think this is a pretty solid base right now, and as always, you have a beautiful visual style, though I feel like the game suffers a little from how busy it can get. Great stuff so far thoughReplyThanks Bad Piggy! Really glad you’re enjoying the mechanics. I appreciate the feedback on projectile visibility and how busy things can get. I’ll definitely look into ways to improve those aspects. Really grateful for the kind words and thoughtful feedback!ReplyLeoLohandro11 days agoA copy of the brotato), but still fun.Replyoverboy11 days agoHey thanks a lot! Yes this game is a Brotato-like with many twists and new innovative mechanics, such as:- Equippable Boss Patterns- Minion Summoning- Growing Plant Minions with a watercan- Amount and Size stats - Physics-Based Weapons – like chained spikeballs- Kickable stuff- Playable character merge feature- Dozens and dozens of unique effectsI'm aiming for something like The Binding of Isaac meets Brotato — a deep, replayable experience full of chaotic synergies and wild builds that feel totally unique each run, with all the "being a boss fantasy and humor" deeply included in the mechanics and content :)Reply #noobs #are #coming #demo #free

Reading Time: 9 minutes In the ever-evolving landscape of customer engagement, staying ahead of the curve is not just advantageous, it’s essential. That’s why, for Chapter 7 of “The Customer Engagement Book: Adapt or Die,” we sat down with Mirela Cialai, a seasoned expert in CRM and Martech strategies at brands like Equinox. Mirela brings a wealth of knowledge in aligning technology roadmaps with business goals, shifting organizational focuses from acquisition to retention, and leveraging hyper-personalization to drive success. In this interview, Mirela dives deep into building robust customer engagement technology roadmaps. She unveils the “PAPER” framework—Plan, Audit, Prioritize, Execute, Refine—a simple yet effective strategy for marketers. You’ll gain insights into identifying gaps in your Martech stack, ensuring data accuracy, and prioritizing initiatives that deliver the greatest impact and ROI. Whether you’re navigating data silos, striving for cross-functional alignment, or aiming for seamless tech integration, Mirela’s expertise provides practical solutions and actionable takeaways.   Mirela Cialai Q&A Interview 1. How do you define the vision for a customer engagement platform roadmap in alignment with the broader business goals? Can you share any examples of successful visions from your experience? Defining the vision for the roadmap in alignment with the broader business goals involves creating a strategic framework that connects the team’s objectives with the organization’s overarching mission or primary objectives. This could be revenue growth, customer retention, market expansion, or operational efficiency. We then break down these goals into actionable areas where the team can contribute, such as improving engagement, increasing lifetime value, or driving acquisition. We articulate how the team will support business goals by defining the KPIs that link CRM outcomes — the team’s outcomes — to business goals. In a previous role, the CRM team I was leading faced significant challenges due to the lack of attribution capabilities and a reliance on surface-level metrics such as open rates and click-through rates to measure performance. This approach made it difficult to quantify the impact of our efforts on broader business objectives such as revenue growth. Recognizing this gap, I worked on defining a vision for the CRM team to address these shortcomings. Our vision was to drive measurable growth through enhanced data accuracy and improved attribution capabilities, which allowed us to deliver targeted, data-driven, and personalized customer experiences. To bring this vision to life, I developed a roadmap that focused on first improving data accuracy, building our attribution capabilities, and delivering personalization at scale. By aligning the vision with these strategic priorities, we were able to demonstrate the tangible impact of our efforts on the key business goals. 2. What steps did you take to ensure data accuracy? The data team was very diligent in ensuring that our data warehouse had accurate data. So taking that as the source of truth, we started cleaning the data in all the other platforms that were integrated with our data warehouse — our CRM platform, our attribution analytics platform, etc. That’s where we started, looking at all the different integrations and ensuring that the data flows were correct and that we had all the right flows in place. And also validating and cleaning our email database — that helped, having more accurate data. 3. How do you recommend shifting organizational focus from acquisition to retention within a customer engagement strategy? Shifting an organization’s focus from acquisition to retention requires a cultural and strategic shift, emphasizing the immense value that existing customers bring to long-term growth and profitability. I would start by quantifying the value of retention, showcasing how retaining customers is significantly more cost-effective than acquiring new ones. Research consistently shows that increasing retention rates by just 5% can boost profits by at least 25 to 95%. This data helps make a compelling case to stakeholders about the importance of prioritizing retention. Next, I would link retention to core business goals by demonstrating how enhancing customer lifetime value and loyalty can directly drive revenue growth. This involves shifting the organization’s focus to retention-specific metrics such as churn rate, repeat purchase rate, and customer LTV. These metrics provide actionable insights into customer behaviors and highlight the financial impact of retention initiatives, ensuring alignment with the broader company objectives. By framing retention as a driver of sustainable growth, the organization can see it not as a competing priority, but as a complementary strategy to acquisition, ultimately leading to a more balanced and effective customer engagement strategy. 4. What are the key steps in analyzing a brand’s current Martech stack capabilities to identify gaps and opportunities for improvement? Developing a clear understanding of the Martech stack’s current state and ensuring it aligns with a brand’s strategic needs and future goals requires a structured and strategic approach. The process begins with defining what success looks like in terms of technology capabilities such as scalability, integration, automation, and data accessibility, and linking these capabilities directly to the brand’s broader business objectives. I start by doing an inventory of all tools currently in use, including their purpose, owner, and key functionalities, assessing if these tools are being used to their full potential or if there are features that remain unused, and reviewing how well tools integrate with one another and with our core systems, the data warehouse. Also, comparing the capabilities of each tool and results against industry standards and competitor practices and looking for missing functionalities such as personalization, omnichannel orchestration, or advanced analytics, and identifying overlapping tools that could be consolidated to save costs and streamline workflows. Finally, review the costs of the current tools against their impact on business outcomes and identify technologies that could reduce costs, increase efficiency, or deliver higher ROI through enhanced capabilities. Establish a regular review cycle for the Martech stack to ensure it evolves alongside the business and the technological landscape. 5. How do you evaluate whether a company’s tech stack can support innovative customer-focused campaigns, and what red flags should marketers look out for? I recommend taking a structured approach and first ensure there is seamless integration across all tools to support a unified customer view and data sharing across the different channels. Determine if the stack can handle increasing data volumes, larger audiences, and additional channels as the campaigns grow, and check if it supports dynamic content, behavior-based triggers, and advanced segmentation and can process and act on data in real time through emerging technologies like AI/ML predictive analytics to enable marketers to launch responsive and timely campaigns. Most importantly, we need to ensure that the stack offers robust reporting tools that provide actionable insights, allowing teams to track performance and optimize campaigns. Some of the red flags are: data silos where customer data is fragmented across platforms and not easily accessible or integrated, inability to process or respond to customer behavior in real time, a reliance on manual intervention for tasks like segmentation, data extraction, campaign deployment, and poor scalability. If the stack struggles with growing data volumes or expanding to new channels, it won’t support the company’s evolving needs. 6. What role do hyper-personalization and timely communication play in a successful customer engagement strategy? How do you ensure they’re built into the technology roadmap? Hyper-personalization and timely communication are essential components of a successful customer engagement strategy because they create meaningful, relevant, and impactful experiences that deepen the relationship with customers, enhance loyalty, and drive business outcomes. Hyper-personalization leverages data to deliver tailored content that resonates with each individual based on their preferences, behavior, or past interactions, and timely communication ensures these personalized interactions occur at the most relevant moments, which ultimately increases their impact. Customers are more likely to engage with messages that feel relevant and align with their needs, and real-time triggers such as cart abandonment or post-purchase upsells capitalize on moments when customers are most likely to convert. By embedding these capabilities into the roadmap through data integration, AI-driven insights, automation, and continuous optimization, we can deliver impactful, relevant, and timely experiences that foster deeper customer relationships and drive long-term success. 7. What’s your approach to breaking down the customer engagement technology roadmap into manageable phases? How do you prioritize the initiatives? To create a manageable roadmap, we need to divide it into distinct phases, starting with building the foundation by addressing data cleanup, system integrations, and establishing metrics, which lays the groundwork for success. Next, we can focus on early wins and quick impact by launching behavior-based campaigns, automating workflows, and improving personalization to drive immediate value. Then we can move to optimization and expansion, incorporating predictive analytics, cross-channel orchestration, and refined attribution models to enhance our capabilities. Finally, prioritize innovation and scalability, leveraging AI/ML for hyper-personalization, scaling campaigns to new markets, and ensuring the system is equipped for future growth. By starting with foundational projects, delivering quick wins, and building towards scalable innovation, we can drive measurable outcomes while maintaining our agility to adapt to evolving needs. In terms of prioritizing initiatives effectively, I would focus on projects that deliver the greatest impact on business goals, on customer experience and ROI, while we consider feasibility, urgency, and resource availability. In the past, I’ve used frameworks like Impact Effort Matrix to identify the high-impact, low-effort initiatives and ensure that the most critical projects are addressed first. 8. How do you ensure cross-functional alignment around this roadmap? What processes have worked best for you? Ensuring cross-functional alignment requires clear communication, collaborative planning, and shared accountability. We need to establish a shared understanding of the roadmap’s purpose and how it ties to the company’s overall goals by clearly articulating the “why” behind the roadmap and how each team can contribute to its success. To foster buy-in and ensure the roadmap reflects diverse perspectives and needs, we need to involve all stakeholders early on during the roadmap development and clearly outline each team’s role in executing the roadmap to ensure accountability across the different teams. To keep teams informed and aligned, we use meetings such as roadmap kickoff sessions and regular check-ins to share updates, address challenges collaboratively, and celebrate milestones together. 9. If you were to outline a simple framework for marketers to follow when building a customer engagement technology roadmap, what would it look like? A simple framework for marketers to follow when building the roadmap can be summarized in five clear steps: Plan, Audit, Prioritize, Execute, and Refine. In one word: PAPER. Here’s how it breaks down. Plan: We lay the groundwork for the roadmap by defining the CRM strategy and aligning it with the business goals. Audit: We evaluate the current state of our CRM capabilities. We conduct a comprehensive assessment of our tools, our data, the processes, and team workflows to identify any potential gaps. Prioritize: initiatives based on impact, feasibility, and ROI potential. Execute: by implementing the roadmap in manageable phases. Refine: by continuously improving CRM performance and refining the roadmap. So the PAPER framework — Plan, Audit, Prioritize, Execute, and Refine — provides a structured, iterative approach allowing marketers to create a scalable and impactful customer engagement strategy. 10. What are the most common challenges marketers face in creating or executing a customer engagement strategy, and how can they address these effectively? The most critical is when the customer data is siloed across different tools and platforms, making it very difficult to get a unified view of the customer. This limits the ability to deliver personalized and consistent experiences. The solution is to invest in tools that can centralize data from all touchpoints and ensure seamless integration between different platforms to create a single source of truth. Another challenge is the lack of clear metrics and ROI measurement and the inability to connect engagement efforts to tangible business outcomes, making it very hard to justify investment or optimize strategies. The solution for that is to define clear KPIs at the outset and use attribution models to link customer interactions to revenue and other key outcomes. Overcoming internal silos is another challenge where there is misalignment between teams, which can lead to inconsistent messaging and delayed execution. A solution to this is to foster cross-functional collaboration through shared goals, regular communication, and joint planning sessions. Besides these, other challenges marketers can face are delivering personalization at scale, keeping up with changing customer expectations, resource and budget constraints, resistance to change, and others. While creating and executing a customer engagement strategy can be challenging, these obstacles can be addressed through strategic planning, leveraging the right tools, fostering collaboration, and staying adaptable to customer needs and industry trends. By tackling these challenges proactively, marketers can deliver impactful customer-centric strategies that drive long-term success. 11. What are the top takeaways or lessons that you’ve learned from building customer engagement technology roadmaps that others should keep in mind? I would say one of the most important takeaways is to ensure that the roadmap directly supports the company’s broader objectives. Whether the focus is on retention, customer lifetime value, or revenue growth, the roadmap must bridge the gap between high-level business goals and actionable initiatives. Another important lesson: The roadmap is only as effective as the data and systems it’s built upon. I’ve learned the importance of prioritizing foundational elements like data cleanup, integrations, and governance before tackling advanced initiatives like personalization or predictive analytics. Skipping this step can lead to inefficiencies or missed opportunities later on. A Customer Engagement Roadmap is a strategic tool that evolves alongside the business and its customers. So by aligning with business goals, building a solid foundation, focusing on impact, fostering collaboration, and remaining adaptable, you can create a roadmap that delivers measurable results and meaningful customer experiences.     This interview Q&A was hosted with Mirela Cialai, Director of CRM & MarTech at Equinox, for Chapter 7 of The Customer Engagement Book: Adapt or Die. Download the PDF or request a physical copy of the book here. The post Mirela Cialai Q&A: Customer Engagement Book Interview appeared first on MoEngage. #mirela #cialai #qampampa #customer #engagement

Donald Trump’s military parade in Washington this weekend — a show of force in the capital that just happens to take place on the president’s birthday — smacks of authoritarian Dear Leader-style politics.Yet as disconcerting as the imagery of tanks rolling down Constitution Avenue will be, it’s not even close to Trump’s most insidious assault on the US military’s historic and democratically essential nonpartisan ethos.In fact, it’s not even the most worrying thing he’s done this week.On Tuesday, the president gave a speech at Fort Bragg, an Army base home to Special Operations Command. While presidential speeches to soldiers are not uncommon — rows of uniformed troops make a great backdrop for a foreign policy speech — they generally avoid overt partisan attacks and campaign-style rhetoric. The soldiers, for their part, are expected to be studiously neutral, laughing at jokes and such, but remaining fully impassive during any policy conversation.That’s not what happened at Fort Bragg. Trump’s speech was a partisan tirade that targeted “radical left” opponents ranging from Joe Biden to Los Angeles Mayor Karen Bass. He celebrated his deployment of Marines to Los Angeles, proposed jailing people for burning the American flag, and called on soldiers to be “aggressive” toward the protesters they encountered.The soldiers, for their part, cheered Trump and booed his enemies — as they were seemingly expected to. Reporters at Military.com, a military news service, uncovered internal communications from 82nd Airborne leadership suggesting that the crowd was screened for their political opinions.“If soldiers have political views that are in opposition to the current administration and they don’t want to be in the audience then they need to speak with their leadership and get swapped out,” one note read.To call this unusual is an understatement. I spoke with four different experts on civil-military relations, two of whom teach at the Naval War College, about the speech and its implications. To a person, they said it was a step towards politicizing the military with no real precedent in modern American history.“That is, I think, a really big red flag because it means the military’s professional ethic is breaking down internally,” says Risa Brooks, a professor at Marquette University. “Its capacity to maintain that firewall against civilian politicization may be faltering.”This may sound alarmist — like an overreading of a one-off incident — but it’s part of a bigger pattern. The totality of Trump administration policies, ranging from the parade in Washington to the LA troop deployment to Secretary of Defense Pete Hegseth’s firing of high-ranking women and officers of color, suggests a concerted effort to erode the military’s professional ethos and turn it into an institution subservient to the Trump administration’s whims. This is a signal policy aim of would-be dictators, who wish to head off the risk of a coup and ensure the armed forces’ political reliability if they are needed to repress dissent in a crisis.Steve Saideman, a professor at Carleton University, put together a list of eight different signs that a military is being politicized in this fashion. The Trump administration has exhibited six out of the eight.“The biggest theme is that we are seeing a number of checks on the executive fail at the same time — and that’s what’s making individual events seem more alarming than they might otherwise,” says Jessica Blankshain, a professor at the Naval War College.That Trump is trying to politicize the military does not mean he has succeeded. There are several signs, including Trump’s handpicked chair of the Joint Chiefs repudiating the president’s claims of a migrant invasion during congressional testimony, that the US military is resisting Trump’s politicization.But the events in Fort Bragg and Washington suggest that we are in the midst of a quiet crisis in civil-military relations in the United States — one whose implications for American democracy’s future could well be profound.The Trump crisis in civil-military relations, explainedA military is, by sheer fact of its existence, a threat to any civilian government. If you have an institution that controls the overwhelming bulk of weaponry in a society, it always has the physical capacity to seize control of the government at gunpoint. A key question for any government is how to convince the armed forces that they cannot or should not take power for themselves.Democracies typically do this through a process called “professionalization.” Soldiers are rigorously taught to think of themselves as a class of public servants, people trained to perform a specific job within defined parameters. Their ultimate loyalty is not to their generals or even individual presidents, but rather to the people and the constitutional order.Samuel Huntington, the late Harvard political scientist, is the canonical theorist of a professional military. In his book The Soldier and the State, he described optimal professionalization as a system of “objective control”: one in which the military retains autonomy in how they fight and plan for wars while deferring to politicians on whether and why to fight in the first place. In effect, they stay out of the politicians’ affairs while the politicians stay out of theirs.The idea of such a system is to emphasize to the military that they are professionals: Their responsibility isn’t deciding when to use force, but only to conduct operations as effectively as possible once ordered to engage in them. There is thus a strict firewall between military affairs, on the one hand, and policy-political affairs on the other.Typically, the chief worry is that the military breaches this bargain: that, for example, a general starts speaking out against elected officials’ policies in ways that undermine civilian control. This is not a hypothetical fear in the United States, with the most famous such example being Gen. Douglas MacArthur’s insubordination during the Korean War. Thankfully, not even MacArthur attempted the worst-case version of military overstep — a coup.But in backsliding democracies like the modern United States, where the chief executive is attempting an anti-democratic power grab, the military poses a very different kind of threat to democracy — in fact, something akin to the exact opposite of the typical scenario.In such cases, the issue isn’t the military inserting itself into politics but rather the civilians dragging them into it in ways that upset the democratic political order. The worst-case scenario is that the military acts on presidential directives to use force against domestic dissenters, destroying democracy not by ignoring civilian orders, but by following them.There are two ways to arrive at such a worst-case scenario, both of which are in evidence in the early days of Trump 2.0.First is politicization: an intentional attack on the constraints against partisan activity inside the professional ranks.Many of Pete Hegseth’s major moves as secretary of defense fit this bill, including his decisions to fire nonwhite and female generals seen as politically unreliable and his effort to undermine the independence of the military’s lawyers. The breaches in protocol at Fort Bragg are both consequences and causes of politicization: They could only happen in an environment of loosened constraint, and they might encourage more overt political action if gone unpunished.The second pathway to breakdown is the weaponization of professionalism against itself. Here, Trump exploits the military’s deference to politicians by ordering it to engage in undemocraticactivities. In practice, this looks a lot like the LA deployments, and, more specifically, the lack of any visible military pushback. While the military readily agreeing to deployments is normally a good sign — that civilian control is holding — these aren’t normal times. And this isn’t a normal deployment, but rather one that comes uncomfortably close to the military being ordered to assist in repressing overwhelmingly peaceful demonstrations against executive abuses of power.“It’s really been pretty uncommon to use the military for law enforcement,” says David Burbach, another Naval War College professor. “This is really bringing the military into frontline law enforcement when. … these are really not huge disturbances.”This, then, is the crisis: an incremental and slow-rolling effort by the Trump administration to erode the norms and procedures designed to prevent the military from being used as a tool of domestic repression. Is it time to panic?Among the experts I spoke with, there was consensus that the military’s professional and nonpartisan ethos was weakening. This isn’t just because of Trump, but his terms — the first to a degree, and now the second acutely — are major stressors.Yet there was no consensus on just how much military nonpartisanship has eroded — that is, how close we are to a moment when the US military might be willing to follow obviously authoritarian orders.For all its faults, the US military’s professional ethos is a really important part of its identity and self-conception. While few soldiers may actually read Sam Huntington or similar scholars, the general idea that they serve the people and the republic is a bedrock principle among the ranks. There is a reason why the United States has never, in over 250 years of governance, experienced a military coup — or even come particularly close to one.In theory, this ethos should also galvanize resistance to Trump’s efforts at politicization. Soldiers are not unthinking automatons: While they are trained to follow commands, they are explicitly obligated to refuse illegal orders, even coming from the president. The more aggressive Trump’s efforts to use the military as a tool of repression gets, the more likely there is to be resistance.Or, at least theoretically.The truth is that we don’t really know how the US military will respond to a situation like this. Like so many of Trump’s second-term policies, their efforts to bend the military to their will are unprecedented — actions with no real parallel in the modern history of the American military. Experts can only make informed guesses, based on their sense of US military culture as well as comparisons to historical and foreign cases.For this reason, there are probably only two things we can say with confidence.First, what we’ve seen so far is not yet sufficient evidence to declare that the military is in Trump’s thrall. The signs of decay are too limited to ground any conclusions that the longstanding professional norm is entirely gone.“We have seen a few things that are potentially alarming about erosion of the military’s non-partisan norm. But not in a way that’s definitive at this point,” Blankshain says.Second, the stressors on this tradition are going to keep piling on. Trump’s record makes it exceptionally clear that he wants the military to serve him personally — and that he, and Hegseth, will keep working to make it so. This means we really are in the midst of a quiet crisis, and will likely remain so for the foreseeable future.“The fact that he’s getting the troops to cheer for booing Democratic leaders at a time when there’s actuallya blue city and a blue state…he is ordering the troops to take a side,” Saideman says. “There may not be a coherent plan behind this. But there are a lot of things going on that are all in the same direction.”See More: Politics #trumpampamp8217s #military #parade #warning