Nora DePalma, President of of Dialogue Marketing on AI and new Martech

The founder of Dialogue Marketing talks about the explosive developments in AI in marketing—what it will mean for customer service, client relationships and marketing agencies. 

Rudy Fernandez:           Hey everyone. This is Rudy Fernandez from Creative Outhouse. I had a great time speaking with Nora DePalma from Dialogue Marketing. She and I connect on several levels. We both own businesses, we're both very curious at a sort of nerd like level. So our talk about artificial intelligence and marketing was fun. We talked about how AI is changing the way we do our jobs and which of us will still have jobs in the future. AI is here, and it's being used more and more in marketing. So I think you're going to get a lot out of this episode. My guest is Nora DePalma, president and CEO of Dialogue Marketing. Dialogue helps clients create two way communications with their audience, whether it's a small audience or a big audience. One tool that's becoming fundamental to engaging with customers is artificial intelligence, so we're going to talk about that and her company. Thank you for joining me Nora.

Nora DePalma:              Thank you.

Rudy Fernandez:           One of the biggest changes overall in marketing has to be this idea that brands can no longer be pushed out to audiences. And I love that whole aspect of your company. It's a dialogue.

Nora DePalma:              It's a dialogue. Yes.

Rudy Fernandez:           Yeah. And there has to be a back and forth for customers because now customers have allowed a republic voice. So how have you seen your clients adjust to this?

Nora DePalma:              The clients we see that are really doing it well think about branding throughout their organization. So the branding is not just the purview of the advertising team, it's your customer service, it's how you answer the phone, it's every experience and touch point that your customers have with you. And thinking through what that experience is. Companies that have that mindset and communicate that mindset to employees are the ones that are doing really well.

Rudy Fernandez:           So how do you create that? And it's funny because I agree with you, I've always felt like the most important audience is your internal audience, because it doesn't matter what you tell the outside world if your people aren't supporting it. How do you create that sort of brand that's internal, external, everybody is on board?

Nora DePalma:              First of all, you have to be true to it. I think all of us have probably had an experience if we've been in the industry or been in our careers more than 20, 25 years, we've probably come across a situation where a company didn't walk the walk that they were talking. And everyone knows that. And that just starts to develop distrust between leadership and employees. And that is a very outdated and going away kind of top down view of leadership. The first job of any leader is to build trust in their organization, to be able to get their attention and their interest.

View images, show notes and complete transcript at: https://creativeouthouse.com/2019/10/02/nora-depalma-of-dialogue-marketing-on-ai-in-marketing/

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