SITE: Jordan Kanter URL: https://jordankanter.com DESCRIPTION: AI, Data, and Product AUTHOR: {"name" => "Jordan Kanter", "avatar" => "/assets/images/JordanKanter-color.jpg", "title" => "AI, Strategy, Product", "bio" => "Jordan Kanter is a Vice President of Artificial Intelligence, \nand is responsible for AI, Data, and Product \nfor omni-channel Artificial Intelligence, including mobile, Internet of Things, and embedded devices. \nWith over a 20 years of experience in technology, he has helped leading brands such as Kaiser Permanente, \nTD Ameritrade, Fossil, The Hartford, United Airlines, Qualcomm, Intercontinental Hotels Group, and Hyundai to optimize their presence using \ndata across channels. 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With over a 20 years of experience in technology, he has helped leading brands such as Kaiser Permanente, TD Ameritrade, Fossil, The Hartford, United Airlines, Qualcomm, Intercontinental Hotels Group, and Hyundai to optimize their presence using data across channels. Jordan’s experience includes leading technology efforts for some of the largest brands in the industry, including Financial Services, Retail, Healthcare, and Technology verticals. Follow Email LinkedIn Twitter Custom Social Profile Link --> ---------------------------------------- PAGE: /feed.xml Jordan Kanter AI, Data, and Product https://jordankanter.com/ Tue, 16 Sep 2025 17:22:15 -0500 Tue, 16 Sep 2025 17:22:15 -0500 Jekyll v4.4.1 Measuring New User Interactions Types: How Touch is Changing Marketing <h3 id="the-why">The Why</h3> <p>Customers are beginning to interact with brands in new and interesting ways. Clicks are giving way to touch, and touch is giving way to eye movements, voice, and biometrics. In a 2018 <a href="http://totalaccess.emarketer.com/chart.aspx?r=217562">eMarketer survey</a>, ‘voice interaction’, ‘multidevice interaction’, ‘Virtual reality/Augmented reality’, ‘Wearable Tech’, and ‘Gesture-based interaction’ were among the most perceived impactful visible marketing trends, with greater than 100% of respondents believing one of those trends will affect Customer Experience worldwide. Therefore, understanding these new interaction modalities and how to leverage them is critical to brand success.</p> <p>While marketers expect these technologies to impact results, teams... Tue, 16 Sep 2025 14:59:07 -0500 https://jordankanter.com/strategy/interaction/analysis/2025/09/16/analyzing-new-interaction-models.html https://jordankanter.com/strategy/interaction/analysis/2025/09/16/analyzing-new-interaction-models.html strategy interaction analysis JavaScript as a Strategy <figure class="highlight"><pre><code class="language-javascript" data-lang="javascript"><span class="kd">let</span> <span class="nx">MachineLearning</span> <span class="o">=</span> <span class="k">new</span> <span class="nc">ReinforcementLearner</span><span class="p">()</span></code></pre></figure> <p>This afternoon, I stumbled upon Jeff Atwood’s <a href="https://blog.codinghorror.com/the-principle-of-least-power/">“Principle of Least Power”</a>, and it occurred to me that perhaps some of the machine learning strategies I have been helping clients with could be implemented in javascript.</p> <h3 id="why-javascript">Why Javascript?</h3> <p>The short answer is popularity, and the long answer is flexibility, speed, and short learning curve (I guess it is not so long). Which leads me to the idea that</p> <h3 id="javascript-is-a-strategy">Javascript is a Strategy</h3> <p>In the near future, coding will be a requisite skill for employees.... Tue, 16 Sep 2025 14:49:59 -0500 https://jordankanter.com/technical/javascript/programming/machine-learning/2025/09/16/javascript-as-a-strategy.html https://jordankanter.com/technical/javascript/programming/machine-learning/2025/09/16/javascript-as-a-strategy.html technical javascript programming machine-learning How to find the perfect balance between Marketing, Sales, and Customer Service <h2 id="why-find-a-balance">Why find a balance?</h2> <p>Even a perfect product needs sales and Marketing. Contrary to what some in Silicon Valley would have you believe, products do not sell themselves. Every product needs the following:</p> <ol> <li>Integrated and Omni-Channel Marketing to educate the public about your product and/or service</li> <li>Sales and Account Management to deliver your organizations story and negotiate deals</li> <li>A robust data-driven evaluation (analytics) on how Sales and Marketing are performing at the above two efforts.</li> </ol> <p>As someone who works in sales and marketing, I can tell you that about 90% of businesses do not measure enough or... Tue, 16 Sep 2025 14:42:00 -0500 https://jordankanter.com/product/marketing/customer-experience/2025/09/16/how-to-find-the-perfect-balance-between-marketing-sales-and-customer-service.html https://jordankanter.com/product/marketing/customer-experience/2025/09/16/how-to-find-the-perfect-balance-between-marketing-sales-and-customer-service.html product marketing customer-experience Artificial Intelligence - Rules of Engagement and the Customer Journey <h3 id="artificial-intelligence---rules-of-engagement-and-the-customer-journey">Artificial Intelligence - Rules of Engagement and the Customer Journey</h3> <p>AI has changed how we relate to the customer and the customer journey. Specifically, deep machine learning will impact the landscape in the next year. In 2018, I suspect forward-looking marketers will begin to harness AI to engage larger and more targeted audiences. Decisions on AI will allow marketers to develop better campaigns delight our customers, and as such earn repeat business and drive brand loyalty. Therefore, understanding and leveraging AI is critical to a brand’s success in 2018.</p> <h3 id="what-is-ai">What is AI?</h3> <p&... [TRUNCATED] ---------------------------------------- PAGE: / LAYOUT: splash About Me Jordan Kanter is a Vice President of Artificial Intelligence, and is responsible for AI, Data, and Product for omni-channel Artificial Intelligence, including mobile, Internet of Things, and embedded devices. With over a 20 years of experience in technology, he has helped leading brands such as Kaiser Permanente, TD Ameritrade, Fossil, The Hartford, United Airlines, Qualcomm, Intercontinental Hotels Group, and Hyundai to optimize their presence using data across channels. 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With over a 20 years of experience in technology, he has helped leading brands such as Kaiser Permanente, TD Ameritrade, Fossil, The Hartford, United Airlines, Qualcomm, Intercontinental Hotels Group, and Hyundai to optimize their presence using data across channels. Jordan’s experience includes leading technology efforts for some of the largest brands in the industry, including Financial Services, Retail, Healthcare, and Technology verticals. Follow Email LinkedIn Twitter Custom Social Profile Link --> ---------------------------------------- PAGE: /feed.xml Jordan Kanter AI, Data, and Product https://jordankanter.com/ Tue, 16 Sep 2025 17:21:58 -0500 Tue, 16 Sep 2025 17:21:58 -0500 Jekyll v4.4.1 Measuring New User Interactions Types: How Touch is Changing Marketing <h3 id="the-why">The Why</h3> <p>Customers are beginning to interact with brands in new and interesting ways. Clicks are giving way to touch, and touch is giving way to eye movements, voice, and biometrics. In a 2018 <a href="http://totalaccess.emarketer.com/chart.aspx?r=217562">eMarketer survey</a>, ‘voice interaction’, ‘multidevice interaction’, ‘Virtual reality/Augmented reality’, ‘Wearable Tech’, and ‘Gesture-based interaction’ were among the most perceived impactful visible marketing trends, with greater than 100% of respondents believing one of those trends will affect Customer Experience worldwide. Therefore, understanding these new interaction modalities and how to leverage them is critical to brand success.</p> <p>While marketers expect these technologies to impact results, teams... Tue, 16 Sep 2025 14:59:07 -0500 https://jordankanter.com/strategy/interaction/analysis/2025/09/16/analyzing-new-interaction-models.html https://jordankanter.com/strategy/interaction/analysis/2025/09/16/analyzing-new-interaction-models.html strategy interaction analysis JavaScript as a Strategy <figure class="highlight"><pre><code class="language-javascript" data-lang="javascript"><span class="kd">l... 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[TRUNCATED] ---------------------------------------- ================================================================================ POSTS ================================================================================ POST: /strategy/interaction/analysis/2025/09/16/analyzing-new-interaction-models.html TITLE: Measuring New User Interactions Types: How Touch is Changing Marketing DATE: 2025-09-16 CATEGORIES: strategy, interaction, analysis TAGS: The Why Customers are beginning to interact with brands in new and interesting ways. Clicks are giving way to touch, and touch is giving way to eye movements, voice, and biometrics. In a 2018 eMarketer survey , ‘voice interaction’, ‘multidevice interaction’, ‘Virtual reality/Augmented reality’, ‘Wearable Tech’, and ‘Gesture-based interaction’ were among the most perceived impactful visible marketing trends, with greater than 100% of respondents believing one of those trends will affect Customer Experience worldwide. Therefore, understanding these new interaction modalities and how to leverage them is critical to brand success. While marketers expect these technologies to impact results, teams have struggled to leverage these new technologies. The reason is twofold. First, specialty hardware and software is required to build such experiences. Second, software may be difficult, hard-to-use, or not designed for marketer. Therefore, make sure to experiment with platforms to understand the team’s comfort with the technology. Thorough experimentation will enable your team to learn, as well as begin to expose new insights immediately. Thorough experimentation will also generate new ideas for elucidating such behavior. For example, a VR racing game can embed branded visuals or interactive content embedded in gameplay, such as virtual billboards or custom car paint jobs. Measuring eye-tracking movements or gestures enabled by those interactions could answer questions like “What colors did the user select in the color-slider before settling on the final color?” or “did the user look at the branded content and if so, how long?”. The How From a metrics standpoint, such metrics can provide better viewability for ads. Using the above racing example, rather than typical PPC or PPM pricing structures, a marketing department could negotiate a rate based on ‘pay per seconds of gaze’, in which the purchaser only pays when the user looks at the branded visual on screen. One could easily imagine these interactions broken down into ‘quick scan’ (looks under .5 second), by ‘eye’ (right or left), as well as ‘attenuated glance’ (any look with both eyes over a particular threshold). Such interactions tell a different story than a simple click, hover, or scroll. While eye-tracking metrics represent a fascinating ideal for advertisers, behaviors such as touch represent unique and no less rich sources of data for brands. New constructs such as ‘tap’, ‘swipe’, ‘multi-touch’ (touch of interface with more than one digit), ‘pinch’, and ‘twist’, represent fascinating insights and tell much richer stories on their own than a click, and a set of these interactions tell a much different story about the customer experience than a series of clicks. One options is to score the alternate gestures along with clicks, generating aggregate scores and with each of the above interactions adding points to the aggregate score. For example, a ‘click’ or a ‘tap’ worth 1, a pinch worth 2, and a ‘twist’ worth 7. Thus, the score for a screen in which the user clicked 4 times would be equal to two pinches on the same screen. Add in conversion funnel optimization and it becomes increasingly clear that these new interactions are often a lost piece of feedback to brands, and generating such metrics will be critical to future brand success. ---------------------------------------- POST: /technical/javascript/programming/machine-learning/2025/09/16/javascript-as-a-strategy.html TITLE: JavaScript as a Strategy DATE: 2025-09-16 CATEGORIES: technical, javascript, programming, machine-learning TAGS: let MachineLearning = new ReinforcementLearner () This afternoon, I stumbled upon Jeff Atwood’s “Principle of Least Power” , and it occurred to me that perhaps some of the machine learning strategies I have been helping clients with could be implemented in javascript. Why Javascript? The short answer is popularity, and the long answer is flexibility, speed, and short learning curve (I guess it is not so long). Which leads me to the idea that Javascript is a Strategy In the near future, coding will be a requisite skill for employees. But choosing a first programming language can be tough, in that understanding a programming languages strength and weaknesses are typically topics for more seasoned programmers. Therefore, I recommend you find a project that interests you, and the learn the language that people working on those projects are learning. For example: Interested in the web or building something visual? Javascript is a great first choice. Interested in data analysis? Maybe try Python , then SQL , then R . Python, being designed for ease of learning, makes for a great first language. Interested in high-performance computing or computer architecture? Try C++. Interested in distributed computing? Try Elixir Interested in symbolic computation or the study of computer languages themselves? Try LISP or Scheme and so on… But, then why do I say Javascript is a strategy if you can do so much with so many different languages? It turns out that everything but writing code is a hassle. Installing, configuring, and getting packages for different languages tends to suck up time. But, good news, you are most likely set up to code with javascript already Happy coding. follow me @jikanter for more. ---------------------------------------- POST: /product/marketing/customer-experience/2025/09/16/how-to-find-the-perfect-balance-between-marketing-sales-and-customer-service.html TITLE: How to find the perfect balance between Marketing, Sales, and Customer Service DATE: 2025-09-16 CATEGORIES: product, marketing, customer-experience TAGS: Why find a balance? Even a perfect product needs sales and Marketing. Contrary to what some in Silicon Valley would have you believe, products do not sell themselves. Every product needs the following: Integrated and Omni-Channel Marketing to educate the public about your product and/or service Sales and Account Management to deliver your organizations story and negotiate deals A robust data-driven evaluation (analytics) on how Sales and Marketing are performing at the above two efforts. As someone who works in sales and marketing, I can tell you that about 90% of businesses do not measure enough or measure the right metrics. But what about the other 10%? The 10% who obsess about sales and marketing metrics and fight tooth and nail for every conversion? The 10% who put an overlay on every page with an offer, the 10% that send unsolicited mail or emails, calling phones at every hour, or aggressively buying digital ad space to get every ad on every site you browse showing you their product. This is the same company that has sales and account management up at all hours of the night updating thousands of fields manually in salesforce after a call, and obsessively tracks every dollar spent in favor of those sweet, sweet conversion. This company is a data-driven marketer’s dream, right? This is the type of company that gets it, right? Enter Customer Experience (CX) Metrics For that 10%, What if conversion matters less then the organization thinks? After decades of consulting, examining the data of organizations large and small, I have noticed a pattern that transcends organizational size, sector, and model. This pervasive pattern is that the 10% of organizations with outsized investment in Sales, Marketing, and metrics therein experience diminishing conversion returns once they hit 6%  lift. I’ll say it again for the kids in the back: After 6% improvement metrics are reached, investing more money in sales and marketing experimentation (a/b testing and conversion optimization) is a bad idea (in a vacuum). To those not millennials or younger, this makes no sense. How could that be? Traditionally (say before the year 2000), a CEO investing in Sales and Marketing could consider that money well spent. But as my colleague Brian Flanagan likes to say, today’s customer touchpoints are “a complex pinball of events” some which are unintuitive, hidden, or post-conversion. But what about that white whale metric? The Wonka’s golden ticket metric that puts great businesses on top and keeps them on top? Before I get there, I will propose that all good metrics have a foundational OKR or strategy that the metric attempts to measure. And that magic OKR is: Deliver a great product or service that your customers love, and provide industry leading customer service atop said industry leading product. In other words “Deliver Excellence”. And the corresponding metric that indicates the business is indeed delivering excellence: Perficient Platinum Performance(tm) Score = (Customer Satisfaction Score) * (Customer Lifetime Value) For those who have been working in Digital Analytics or Customer Data for a bit, the above idea is anything but earth shattering. But for Growth hackers, product marketers, and old-school CEOs chasing vanity metrics, the above metric is a north star needed to This number tells business leaders how well their business is performing without having to worry about confounding variables. In fact, I would argue any business more focused on net new revenue or cost reduction or sales efficiency or Multi-Channel Attribution or whatever predictive potion the data science team cooks up in favor of the above score is doomed to fail. Let’s break down the Perficient Platinum Performance (PPP) score: Customer Satisfaction Score (CSAT): A value, between 1 and 10 and defaulting to zero (in case a customer has never reported their satisfaction) that is measured by asking a customer (either via digital survey or directly) about their experience. This number can be NPS or some other metric, but it always starts with an explicitly reported value and then blends more data in from there For example, it could include a metric of willingness to try new features or complete in-product or post-purchase offers. It could include some level of content consumption or affinity and sentimentality metric. But at the end of the day the following does just fine as a starting point: “On a scale of 1 to 10 (from 1 being never to 10 being incredibly likely)  please rate how likely you are to recommend product and services to a friend” Or “On a scale of 1 to 10 (1 being awful and 10 being the most incredible experience) please rate your overall satisfaction with your service from as it relates to your recent purchase” Customer Lifetime Value (CLTV): The sum total of all transactions over the entirety of the customers lifetime. This sub-metric is simple. Take all the money the individual has spent on your organization and sum it up. The interplay between... [TRUNCATED] ---------------------------------------- POST: /product/strategy/artificial-intelligence/machine-learning/customer-experience/2018/02/19/artificial-intelligence.html TITLE: Artificial Intelligence - Rules of Engagement and the Customer Journey DATE: 2018-02-19 CATEGORIES: product, strategy, artificial-intelligence, machine-learning, customer-experience TAGS: Artificial Intelligence - Rules of Engagement and the Customer Journey AI has changed how we relate to the customer and the customer journey. Specifically, deep machine learning will impact the landscape in the next year. In 2018, I suspect forward-looking marketers will begin to harness AI to engage larger and more targeted audiences. Decisions on AI will allow marketers to develop better campaigns delight our customers, and as such earn repeat business and drive brand loyalty. Therefore, understanding and leveraging AI is critical to a brand’s success in 2018. What is AI? In general, AI is simple. Rather than giving our software the set of rules to execute tasks, we provide fuzzier rules by which it must abide, and run our software in this “world”. In other words, rather than providing strict input to our software, we allow our software to acquire input from the ‘world’, and then derive from that input how it could and should behave. To better illustrate, imagine trying to tell some software how to “make a peanut butter and jelly sandwich”. We would provide rules to take two slices of bread, take a knife out of the drawer, spread the peanut butter and jelly, and place the two slices together. In contrast, if we were to “teach” an AI to do the same task, we might provide some basic functionality explicitly, but attempt to “teach” the system to make the sandwich by abiding by a certain set of generic rules, as well as an ‘understanding’ of how the system should calculate responses to input. It is those calculations that provide the ‘Intelligence’ to the system. In other words, it is these calculations that give the system the ability to actually make the sandwich. How do I use it as a marketer? Today, the most forward-thinking Companies rely on AI to optimize marketing initiatives. For example, companies use AI to automatically bid on ad-space, learning hidden rules to optimize visibility. Companies use AI to better serve customers, driving struggling customers to customer service representatives or online chat. Companies use AI to run and design optimizations, developing new features by allowing software to choose when and how to run experiments. Companies use AI to sift through mountains of data, automatically generating visuals, prose, and analyses. Companies can use AI to decide the content and timing of campaigns and given historical data can use AI to decide what type of campaigns will generate the most lift in the future. Should I use AI? While AI is powerful, organizations should not invest in AI to solve all problems. While simpler problems with straight-forward rules can be solved with AI, the complexity of constructing AI increases costs, and simpler problems do not merit such an investment. To go back to the peanut butter and jelly sandwich, teaching an AI such a simple task could be an immense undertaking, and therefore organizations would be wise to simply input the rules themselves rather than utilize AI. Responsible AI AI is powerful. Like any powerful technology, the potential to misuse AI should give organizations pause before employing them to solve problems. Some of the risks include malevolent modifications of existing AI systems, job displacement in favor of AI, and privacy concerns as a result of the large number of data sets input into an AI. Organizations would do well to engage an expert to design, assess, construct, measure, and evaluate their AI strategy. ----------------------------------------