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A Brand’s Guide for 2023



A Brand’s Guide for 2023

If you’ve been caught up in a goofy dance challenge, know what a negroni sbagliato is, or recently rediscovered your love for corn, you probably have TikTok to thank (or blame?) for it. Despite proposed and actual restrictions in the US, TikTok was the most downloaded app in the world last year and has woven itself into the very center of pop culture.

Contrary to its early reputation as the former and the spiritual heir to Vine, TikTok isn’t just for teens. Its 1 billion monthly active users span all demographics, with 35-64-year-olds among the fastest-growing age groups (though Gen Z is still dominant on the platform). This makes it a vital advertising marketplace for companies across industries and sectors. And as the first US Independent Agency to receive the TikTok Campaign Management Agency Partner badge, Tinuiti knows a thing or two about how to help brands create engaging and successful TikTok advertising and marketing campaigns.

Here’s a look at how to advertise on TikTok, some of the platform’s key features and best practices, and how you can get started with TikTok ads.

“TikTok is the #1 downloaded platform across mobile. It’s no longer the best-kept secret for advertisers, but the platform is spreading its wings against wider demographics, and we expect this to continue.”

– Avi Ben-Zvi, VP of Social at Tinuiti


Table of Contents

  • How does TikTok work?
  • Is TikTok’s audience a good fit for your brand?
  • TikTok Ad Types for Your Campaigns
  • How to Start Advertising on TikTok: Step-by-Step
  • How Much Do TikTok Ads Cost?
  • 7 Creative Best Practices for Your TikTok Advertising Initiative
  • 6 Successful TikTok Ad Campaign Examples
  • Final Takeaway


How does TikTok work?

TikTok is a channel designed for short-form video content. Users can choose from thousands of audio clips and record videos of themselves lip-syncing, dancing, or acting along to the sound bites. Videos can also be edited, sped up, or slowed down, and users can add stickers, activate a special effect, or use filters to change the video’s look. When you log in, a recommended video on your For You Page (FYP) will start playing right away, as determined by the TikTok algorithm.

You can also follow other users to stay up to date on their content or use the search function to look up specific challenges, keywords, hashtags, and more. There’s also a trending area to find up-and-coming videos.

TikTok logo


The TikTok app isn’t just for individual users, though. Companies use TikTok ads to boost their brand awareness, promote new products or sell directly to TikTok users. But to advertise on TikTok effectively, brands must understand the platform’s audience, ad formats and the process of creating a TikTok ad that will resonate.

“What I love most about working on this platform is how advertisers are rewarded for enhancing the user experience rather than disrupting it. We see much stronger engagement and touchpoints to purchases when we embrace TikTok trends and the native content experience that the consumer leads,” said Haley Kimmen, Senior Specialist, Paid Social at Tinuiti.

Is TikTok’s Audience a Good Fit for Your Brand?



TikTok, in some version or another, is currently available in 150 markets worldwide and 75 unique languages. Its most popular posters have millions of followers and billions of views per month.

graphic showing multiple examples of TikTok creative
TikTok has become popular with all age groups. Though teens were the original cohort to catch on, TikTok videos are now a part of the mainstream social media diet for people worldwide, including 138 million Americans from all walks of life.

Interesting Statistics About TikTok’s Audiences, Reach and Impact

TikTok has extraordinary potential to reach young people while they’re highly engaged. We’ll let these statistics speak for themselves:


  • Of TikTok’s 1 billion monthly active users (MAUs) across the globe, over 63% of users in the US are between the ages of 10 and 29, and nearly 60% are female. 
  • TikTok (37.3 million) recently surpassed Instagram (33.3 million) in popularity among Gen Z users.
  • TikTok has the second-most engaged user base when compared to its competitors, with 29 percent of its active worldwide users opening the app every single day each month in Q2 2022 and spending nearly 1.5 hours per session when they do.
  • For brands, TikTok is one of the fastest-growing channels for product discovery. According to TikTok’s research, nearly 15% of product discoveries began on TikTok in 2022, up from 4% in 2021.
  • Some retail brands estimate that advertising and marketing on TikTok is responsible for 30% to 40% of their offline sales lift.
  • TikTok is expanding into social commerce at a rapid pace, including partnering with Shopify to make purchasing via the platform more seamless.


Given that reach and impact, it’s hard to think of a brand for which TikTok’s audience isn’t a good fit. To borrow a phrase popular on the app, TikTok can offer a huge W for marketers if their content aligns with what users are looking for.

TikTok Ad Types for Your Campaigns

Today, TikTok offers a variety of robust ad types ranging from simple in-feed ads to complex video shopping ads. Let’s dive into how each type of ad works and what your brand may need to get started.



In-Feed Ads

As the name suggests, in-feed ads appear in the feed as part of the FYP video queue and redirect to your website or app. Each in-feed ad video can be 5 to 60 seconds long, and a profile photo, brand name, and text description accompany each video. Users can also interact with these ads, liking or sharing them or leaving comments. Each in-stream video ad can use one of three available action models: CPC (cost per click), CPM (cost per mille), and CPV (cost per view). To count for CPV, a user has to watch your ad for more than 6 seconds.


Spark Ads


Spark Ads enable brands to leverage existing organic videos that align with their campaign aims by amplifying them. Spark Ads use posts from real TikTok accounts (either the brand’s or another creator’s, used with permission), which ensures that all views, comments, shares, likes, and follows gained from boosting the video during the promotion are attributed to the organic posts.


Search Ads



In 2022, TikTok began testing search ads or sponsored in-feed or spark ads that appear in the first few search page results. This allows brands to toggle on search placements for existing campaigns, helping them target users with high interest or purchase intent. However, this placement isn’t available to the general public yet. For now, you’ll need to work with one of TikTok’s marketing partners (like Tinuiti!) to run these ads. 


Brand Takeover

A brand takeover is when your ad appears immediately after a user opens the app, “taking over” the opening screen. Once opened, the brand can bring users somewhere else, whether it’s a TikTok profile or an external site.

example of a TikTok brand takeover ad by Vans

Source: TikTok

This TikTok ad type has a high barrier to entry, as it’s more expensive than in-feed or spark ads, and the fact that only one advertiser can leverage this ad per day.

TopView Ads

Similar to Brand Takeover, this ad appears when the app is opened. However, TopView allows videos such as In-Feed Video to be used as advertising material.



Branded Hashtag Challenge

TikTok’s user-generated content is unique, clever, and remarkably shareable, and the Hashtag Challenge ad format takes full advantage of this. Users are asked to participate in a challenge campaign that will last for six days, where they post their own videos based on the suggested theme. This is an easy way to make your brand go viral if you leverage your ad creative correctly.

TikTok also offers a subset of the Hashtag Challenge called Hashtag Challenge Plus, which allows users to shop for products featured in a Hashtag Challenge without leaving the app. This will help your Hashtag Challenge generate sales and brand awareness at the same time.

“TikTok hashtag challenges leverage a user’s tendency to create and share content around unified themes. Brands can build affinity by turning users into co-creators. TikTok understands the ripple effect one challenge can have, so incorporating brands elevates the idea even more!”

Kiana Corpus, Senior Digital Marketing Specialist at Tinuiti

Portrait of Kiana Corpus

Branded Effects


Brands can create sponsored augmented reality effects, filters, lenses or stickers that users are free to use on their own organic content. A product or logo is often incorporated into these effects, meaning your brand will appear on each video, encouraging users to interact. If your branded effects add enough value to user’s posts, you can expect to see your brand featured in troves of user generated content.



Video Shopping Ads

In the beginning of 2023, TikTok retired Dynamic Showcase Ads and Collection Ads, and reincorporated them into a new format called Video Shopping Ads. This ad type requires brands to create a catalog within TikTok and populate it with products, allowing users to shop and purchase within the ad itself. This also allows brands to automatically retarget people with products according to their online behaviors.

User-Generated Content

Getting your audience to post videos of them interacting with your brand or product will go a long way to making your branding goals a reality. You can encourage this through your profile and videos or partner with influencers with a large following that may fit your target audience. Many brands have had success with this through “unboxings” or “hauls,” where a user explains, tries on or demonstrates a variety of items bought from or provided by a single brand.

Influencer Marketing

Just like other platforms, influencer marketing is a powerful tool. As long as there are influencers with a following similar to your target audience, you can partner with them to create content promoting your brand to the right users. 

You’ll have to choose the right influencers and communicate effectively for influencer campaigns to be successful. They need to maintain their personal style and be trusted to make content that appears authentic to their followers.



How to Start Advertising on TikTok: Step-by-Step


Setting up your TikTok advertising campaign and running TikTok ads is a straightforward process that allows advertisers plenty of options for reaching their desired audience and driving engagement. Here’s a step-by-step guide to setting up a TikTok advertising campaign.


1. Start a TikTok Ad Account


To get started, create a user account through the TikTok for Business website by clicking “create an ad.” Then, submit the following information to TikTok:


  • A business name that matches the information you supply TikTok
  • A link to your business’s website that displays product or service information
  • Additional business information, such as your industry, street address, state/province, postal code, and contact information
  • Tax and payment information
  • Assurance that you’re not promoting prohibited products or services


After verifying the account and agreeing to TikTok’s terms of service, a TikTok ad campaign can be created.

For some campaigns, brands may benefit from setting up a TikTok pixel on their owned platforms. The pixel is a small piece of code that you place on your website to help you track visitor actions, like page views or purchases, and create audience segments to re-engage previous site visitors or model lookalikes to find new customers. TikTok’s tracking pixel is also key if you’d like to run conversion-focused campaigns.


2. Create a TikTok Ad Campaign


Once you have an account, you can begin to build a campaign. Choose “Campaign” from the top tab of the TikTok Ad Manager to start the process. Then select “Create,” and provide details regarding your objectives and budget. Let’s take a closer look:



Setting Objectives


As the first step in the campaign creation process, you’ll be prompted to choose from three objectives: Awareness, Consideration, or Conversion. Awareness will maximize the number of TikTok users who see your ad, helping new brands develop brand awareness. TikTok’s metric for this is Reach. Consideration is better for established brands, as it encourages users to seek more information and cultivates interest in their offerings. TikTok offers five sub-objectives to Consideration, including:


  • Traffic: drives users to a specific URL
  • App Installs: encourages users to download your app
  • Video Views: gets more users to view your video content
  • Lead Generation: collects contact information from potential clients
  • Community Interaction: getts more users to interact with your brand’s TikTok account


Conversion is designed to help organizations improve sales through their TikTok ads and requires brands to install a tracking pixel on their owned properties. Once a pixel is in place, brands can choose from one of three sub-objectives:


  • Product Sales: encourages sales of products from your TikTok catalog, website or app
  • Website Conversions: encourages users to take specific actions on your website, like adding items to a cart or completing a registration form. 
  • App Promotion: drives new app downloads or existing user log-ins 


The right objective for your brand will depend on your internal business goals and what your team hopes to gain from advertising on TikTok.



Setting a Budget


When setting up the budget for an ad campaign, there are three choices: No Limit, Daily budget and Lifetime budget. No Limit is essentially an unlimited ad budget; the Daily and Lifetime budgets are the maximum amounts set to be spent daily or on an entire campaign. If you’d like to target your budget on a more granular level, you can set a Daily or Lifetime budget for specific ad groups, too.

Keep in mind that TikTok ads have a minimum budget requirement depending on the user’s choices. The minimum for both daily and lifetime budgets is 50 USD, but ad groups can run on a daily minimum of 20 USD.


3. Create an Ad Group & Choose Placements



After setting a budget for the campaign, the TikTok Ad Manager guides you through creating ad groups. Each campaign can contain one or more ad groups. Ad groups consist of:


  • Placements
  • ​Creative Type
  • ​Target Audience
  • ​Budget & Schedule
  • ​Bidding Method & Optimization


The first set of choices to make is about ad placement. Advertisers can choose to advertise directly on the TikTok app, or place ads on one of TikTok’s affiliated properties. These include BuzzVideo, TopBuzz and Babe, for example. TikTok also offers a feature allowing the app to choose ad placement on its own, running ads where they would likely perform better.


4. Identifying Your Target Audience


Every campaign and ad group has a particular customer or set of customers in mind, and the app allows the advertiser to target specifically based on specific characteristics. Typical demographic options available include:



  • Age
  • Gender
  • Language
  • Location 


Advertisers can also target their audience by what devices they use and their interests. For more specific targeting and retargeting, TikTok allows advertisers to upload the IDs of existing TikTok users from previous engagement through ZIP, CSV, and TXT files.

TikTok also provides advanced targeting options that dynamically optimize target audiences to lower cost or maximize conversions (Automatic targeting), automatically expand the target audience if the selected targets are predicted to be too hard to reach (Targeting expansion) or recommend interests and behaviors to include in the ad group (Targeting recommendations).


5. Finalize Campaign Details


The final step before pushing your ad live is to set your campaign’s bidding strategy and optimization goal. Optimization goals are straightforward. You can optimize your campaign for conversions, clicks or reach, and depending on the objective you set when creating your campaign, your optimization setting may be preset by default. 


The bidding strategy on TikTok is similar to other social media platforms. Here’s a quick overview:

  • Bid Cap: Brands enter the maximum cost per result based on their chosen objective or billing event. Then, TikTok will deliver ads that do not exceed your desired cost.
  • Cost Cap: Advertisers can set an average cost per result they’d like to spend for a given objective. This acts as a more flexible version of bid cap, since costs may be higher or lower than your desired bid.
  • Lowest Cost: Instead of setting a bid, this option will place your ad as often as possible at the lowest feasible cost. While this is great for maximizing reach, it may result in a high cost per action depending on your target audience.


Whichever bidding strategy you select, you can choose either standard or accelerated delivery. Standard delivery means your ad budget will be spent evenly during the scheduled campaign time. Accelerated means your budget will be spent as quickly as possible, and your ad will be exposed to your target audience in the shortest time frame. 


6. Create and Ship Your Ads


Now for the fun part – creating your ad. First, choose a video or spark ad (or if you’ve selected TikTok’s affiliated regional feeds for placement, image ads are also an option). For video ads, simply add your photos or video, or create a video within the Ads Manager using the variety of video creation tools TikTok makes available. For spark ads, you’ll have to contact the creator whose content you want to leverage, and TikTok has a mechanism for doing that. 

TikTok will review each ad to ensure it complies with its guidelines, including the caption or text, images or visual content, audio content and the targeted region and age group. You’ll be prompted to upload or create a thumbnail and to insert any relevant links, and you’ll be able to preview your ad before submitting it for approval. Once approved, your ad will ship according to the schedule and volume dictated by your campaign set-up and budget.



7. Increase Visibility with TikTok Promote


Dedicated ads aren’t the only videos TikTok can amplify for a fee. You can also boost your brand’s existing organic TikTok content to a broader or more relevant audience using TikTok Promote, similar to how you can boost organic content on other social media platforms.

Here’s how to use TikTok Promote:


  1. Find Creator tools on your TikTok profile under settings
  2. Select Promote 
  3. Choose the video you’d like to promote
  4. Pick an objective: More views, more web visits, or more followers
  5. Select your audience, budget, and the amount of time you’d like your video promoted
  6. Enter your payment information
  7. Select “Start Promotion”


TikTok Promote can help drive traffic to your website, reach more TikTok users, or accelerate your conversion rate. If your brand is already active on TikTok, the Promote feature is like a shortcut through the ad-building process. You’re using your own content as a Spark ad.



8. Continuously Measure and Optimize Ad Performance


As with all social media advertising strategies, it’s absolutely crucial to test, measure and iterate your TikTok ads to optimize performance. The TikTok Ad Manager provides many tools to help you track key metrics like views, interactions and click-through rates, and the TikTok pixel will help you track off-platform activity. Adjust your content strategy if you’re not seeing the engagement and results you expect. 


How Much Do TikTok Ads Cost?


Because of the bidding and budget process, the cost of any individual TikTok ad or campaign will vary. However, there are minimum budgets at the campaign and ad group levels. For campaigns, the minimum daily budget and lifetime budget are $50. For ad groups, the minimum daily budget is $20.


TikTok offers its own set of recommendations for beginning budget sizes, generally, at least $100 and around 20x what you think the cost per action (a click, conversion or sale) should be. For example, if spending $10 for each additional widget you sell through a TikTok ad is reasonable, then the simplified recommendation would be to budget $200.

TikTok also shares some real-world examples of how much their ads cost specific brands, including:



7 Creative Best Practices for Your TikTok Advertising Initiative

The most successful ads on TikTok don’t look like ads. The more fun you have making your TikTok ad, the more successful it will be. Forget stuffy corporate branding for a minute. Channel your inner performer, and you’ll have a better chance of connecting with your TikTok audience.



1. Use trending sounds


Use commercially licensed tracks to make music an essential part of the storytelling. One of every five ads with the highest view-through rates leverage popular trends, effects, or music. And according to TikTok, 93% of top-performing videos overall use audio.


2. Use captions for accessibility and sound-off users


While audio is what makes TikTok TikTok, the text is important too. Text overlays or captions are considered best practices for multiple reasons. Text can help improve accessibility, allow users with silenced phones to better understand your post, and help every user better internalize your messaging. On top of that, TikTok claims that 40% of auction ads with the highest view-through rate have text overlays or captions.



3. Use text overlays to highlight main takeaways


Just as an attention-grabbing headline will catch a reader’s eye, punchy, to-the-point text on top of your TikTok ad video will immediately alert the user to your intent. Using text overlays for your call to action is the best practice here.

4. Get the brand message out early


Again from TikTok itself: “… over 63% of all videos with the highest click-through rate (CTR) highlight their key message or product within the first 3 seconds.” So get to the point… and keep it short. Shorter videos – 21 to 34 seconds – are best for boosting conversions.


5. Think like a creator



Users and content creators are the ultimate drivers of TikTok culture and trends. As an advertiser, consider yourself a guest in their home. Before you post, spend some time on TikTok and get a feel for the place. Use the native interface to find the right balance between authentic-looking content that fits in with user-generated content and the look of polished advertising.


6. Update your creative often


While it’s important to mix up your content styles and formats (within reason!) on other platforms, it’s downright critical on TikTok, where repetitive content quickly becomes boring and skippable. Use a variety of scenes, subjects and colors, and update your creative often. TikTok ads with varied scenes see a 40.6% lift in impressions.


7. Test and learn



Always measure, track and adjust. Use the tools TikTok makes available and conduct your own A/B testing on ads. Don’t be afraid to move on from content if it’s not performing well, and be consistent with your metrics.

6 Successful TikTok Ad Campaign Examples

Many brands are finding success advertising on TikTok using video ads, spark ads, video shopping, influencer marketing and hashtag challenges. Let’s take a look at a few examples:

1. e.l.f’s #eyeslipsface Campaign

Animation of E.l.f’s #eyelipsface TikTok ad using a music video


“Elf’s music video went viral on TikTok, and since it became so known on TikTok, it brought significantly strong performance when incorporating it across other channels, specifically Instagram,” says Corpus


2. Chipotle’s #Boorito Challenge

Chipotle has been capitalizing on Hashtag challenges for a while now, using holiday promotions like the #Boorito challenge during Halloween and celebrating national Avocado day with the #Guacdance challenge.

Example of TikTok Boorito branded hashtag challenge for Chipotle



While some may find it silly, these challenges grab attention and get users involved in their brand persona.

3. Kool-Aid’s #ohyeahchristmas Challenge

Like Chipotle, Kool-Aid used hashtag challenges to their advantage during a holiday, launching the OhYEAHChristmas challenge.


example of Kool-Aid TikTok ad for #OhYEAHChristmas challenge


They took a well-known part of their previous traditional ad campaigns and made it into something their audience could directly participate in. Influencers also brought in millions of views when they participated in the challenge themselves.

4. Walmart’s #Dealdropdance Challenge

Like many retail giants, Walmart looked to social media to promote Black Friday deals with influencer marketing and a hashtag challenge called the #DealDropDance.



Walmart TikTok ad example with Terry Crews reading #DealDropDance


They worked with six influencers, including Terry Crews, to reach more of their audience to get a combined 17 million users.

5. The NBA’s TikTok Ad Campaign

When sports organizations advertise, they often display player stats, highlight reels, or gameday predictions; the NBA has used TikTok to show the organization’s more human side.

graphic reading “NBA teams on TikTok” highlighting NBA TikTok advertising

Music-backed clips of inspirational messages from players or funny clips of mascots help engage their audience in more endearing ways and make the brand more relatable.

6. The Washington Post’s TikTok Campaign

While it started as and still is, a part of printed media, the Washington Post has not ignored the digital landscape. After creating their TikTok account, they began to post funny behind-the-scenes videos of their journalists in the newsroom.



tiktok washington post ads


While this isn’t the hard-hitting journalism that the Post is known for, it’s funny and engaging, fitting perfectly into the social media landscape. Not only does it help to drive awareness, but it also allows them to keep in touch with the younger demographics.

Final Takeaway

TikTok has grown from its origins as a short-form video app for teenagers into a genuine juggernaut of a social media platform. Its global reach and growth rate alone make it a lucrative opportunity for advertisers, but its unique audience and a particular set of ad formats make it an especially high-potential space to explore. 

While Facebook has historically been the king of direct response, each social channel has a unique offering that aligns with real business goals. TikTok should be considered when pulling together a holistic paid social strategy.

Ready to fuel your TikTok advertising strategy? Download our guide today!


Editor’s Note: This post was originally published in August 2021 and has been updated for freshness, accuracy, and comprehensiveness.

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The Role of Enterprise Mobility Management in Modern Businesses



The Role of Enterprise Mobility Management in Modern Businesses

In today’s fast-paced business environment, Enterprise Mobility Management (EMM) has emerged as a critical facilitator for enhancing operational efficiency and competitiveness. EMM solutions streamline workflows, ensuring that enterprises can adapt to the rapidly changing digital landscape. This blog discusses the indispensable role of EMM in modern businesses, focusing on how it revolutionizes workflows and positions businesses for success.

EMM solutions act as the backbone for securely managing mobile devices, applications, and content that facilitate remote work and on-the-go access to company resources. With a robust EMM platform, businesses can ensure data protection and compliance with regulatory requirements, even in highly dynamic environments. This not only minimizes the risk of data breaches but also reinforces the company’s reputation for reliability and security.

Seamless Integration Across Devices

In today’s digital era, seamless integration across devices is not just a luxury; it’s a necessity for maintaining operational fluency within any organization. Our EMM solutions are designed to ensure that employees have secure and efficient access to the necessary resources, irrespective of the device being used. This cross-platform compatibility significantly enhances productivity by allowing for a unified user experience that supports both the agility and dynamism required in modern business operations. Leveraging cutting-edge technology, our solutions provide a cohesive ecosystem where data flows securely and effortlessly across mobile phones, tablets, and laptops, ensuring that your workforce remains connected and productive, regardless of their physical location. The adoption of our EMM solutions speaks volumes about an organization’s commitment to fostering a technologically forward and secure working environment, echoing its dedication to innovation and excellence.

Enhanced Productivity

EMM facilitates the seamless integration of mobile devices into the corporate environment, enabling employees to access corporate resources from anywhere. This flexibility significantly enhances productivity by allowing tasks to be completed outside of traditional office settings.

Unified Endpoint Management

The incorporation of Unified Endpoint Management (UEM) within EMM solutions ensures that both mobile and fixed devices can be managed from a single console, simplifying IT operations and enhancing security.


Advanced Security Protocols

Where cyber threats loom larger than ever, our EMM solutions incorporate cutting-edge security protocols designed to shield your organization’s data from unauthorized access and breaches. By consistently updating and refining our security measures, we ensure your assets are protected by the most advanced defenses available. This commitment to security not only safeguards your information but also reinforces your company’s reputation as a secure and trustworthy enterprise.

Data Protection

EMM solutions implement robust security measures to protect sensitive corporate data across all mobile devices. This includes encryption, secure VPN connections, and the ability to remotely wipe data from lost or stolen devices, thereby mitigating potential data breaches.

Compliance Management

By enforcing security policies and ensuring compliance with regulatory standards, EMM helps businesses avoid costly fines and reputational damage associated with data breaches.

Driving Operational Efficiency

In the quest to drive operational efficiency, our solutions streamline processes, reduce redundancies, and automate routine tasks. By leveraging cutting-edge technologies, we empower businesses to optimize their workflows, resulting in significant time and cost savings. Our approach not only enhances operational agility but also positions your organization at the forefront of innovation, setting a new standard in your industry.

Automated Workflows

By automating repetitive tasks, EMM reduces manual efforts, increases accuracy, and speeds up business processes. This automation supports operational efficiency and allows employees to focus on more strategic tasks.

Real-time Communication and Collaboration

EMM enhances communication and collaboration among team members by providing tools that facilitate real-time interactions. This immediate exchange of information accelerates decision-making processes and improves project outcomes.


Testimonials from Industry Leaders

Leaders in various industries have witnessed tangible benefits from implementing EMM solutions, including increased productivity, improved security, and enhanced operational efficiency. Testimonials from these leaders underscore the transformative impact of EMM on their businesses, solidifying its vital role in modern operational strategies.

Our commitment to innovation and excellence propels us to continually refine our EMM solutions, ensuring they remain at the cutting edge of technology. This dedication not only solidifies our standing as industry leaders but also guarantees that our clients receive the most advanced and effective operational tools available, tailored specifically to meet their unique business challenges.

Looking Ahead

The evolution of EMM solutions continues at a rapid pace, with advancements in technology such as Artificial Intelligence (AI), Machine Learning (ML), and the Internet of Things (IoT) further enhancing their capabilities. These developments promise even greater efficiencies, security measures, and competitive advantages for businesses willing to invest in the future of mobility management.

Our proactive approach to integrating emerging technologies with EMM solutions positions our clients at the forefront of their industries. By leveraging our deep technical expertise and industry insights, we empower businesses to not only adapt to but also lead in an increasingly digital world, ensuring they remain competitive and resilient amidst rapid technological shifts.

In conclusion, the role of Enterprise Mobility Management in modern businesses cannot be overstated. Its ability to revolutionize workflows, enhance security, and drive operational efficiency positions it as a foundational element of digital transformation strategies. We invite businesses to explore the potential of EMM solutions and partner with us to achieve unprecedented levels of success and innovation in the digital era. Together, we can redefine the boundaries of what is possible in business operations and set new benchmarks for excellence in the industry.

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Lessons From Air Canada’s Chatbot Fail



Lessons From Air Canada’s Chatbot Fail

Air Canada tried to throw its chatbot under the AI bus.

It didn’t work.

A Canadian court recently ruled Air Canada must compensate a customer who bought a full-price ticket after receiving inaccurate information from the airline’s chatbot.

Air Canada had argued its chatbot made up the answer, so it shouldn’t be liable. As Pepper Brooks from the movie Dodgeball might say, “That’s a bold strategy, Cotton. Let’s see if it pays off for ’em.” 

But what does that chatbot mistake mean for you as your brands add these conversational tools to their websites? What does it mean for the future of search and the impact on you when consumers use tools like Google’s Gemini and OpenAI’s ChatGPT to research your brand?


AI disrupts Air Canada

AI seems like the only topic of conversation these days. Clients expect their agencies to use it as long as they accompany that use with a big discount on their services. “It’s so easy,” they say. “You must be so happy.”

Boards at startup companies pressure their management teams about it. “Where are we on an AI strategy,” they ask. “It’s so easy. Everybody is doing it.” Even Hollywood artists are hedging their bets by looking at the newest generative AI developments and saying, “Hmmm … Do we really want to invest more in humans?  

Let’s all take a breath. Humans are not going anywhere. Let me be super clear, “AI is NOT a strategy. It’s an innovation looking for a strategy.” Last week’s Air Canada decision may be the first real-world distinction of that.

The story starts with a man asking Air Canada’s chatbot if he could get a retroactive refund for a bereavement fare as long as he provided the proper paperwork. The chatbot encouraged him to book his flight to his grandmother’s funeral and then request a refund for the difference between the full-price and bereavement fair within 90 days. The passenger did what the chatbot suggested.


Air Canada refused to give a refund, citing its policy that explicitly states it will not provide refunds for travel after the flight is booked.

When the passenger sued, Air Canada’s refusal to pay got more interesting. It argued it should not be responsible because the chatbot was a “separate legal entity” and, therefore, Air Canada shouldn’t be responsible for its actions.

I remember a similar defense in childhood: “I’m not responsible. My friends made me do it.” To which my mom would respond, “Well, if they told you to jump off a bridge, would you?”

My favorite part of the case was when a member of the tribunal said what my mom would have said, “Air Canada does not explain why it believes …. why its webpage titled ‘bereavement travel’ was inherently more trustworthy than its chatbot.”

The BIG mistake in human thinking about AI

That is the interesting thing as you deal with this AI challenge of the moment. Companies mistake AI as a strategy to deploy rather than an innovation to a strategy that should be deployed. AI is not the answer for your content strategy. AI is simply a way to help an existing strategy be better.

Generative AI is only as good as the content — the data and the training — fed to it.  Generative AI is a fantastic recognizer of patterns and understanding of the probable next word choice. But it’s not doing any critical thinking. It cannot discern what is real and what is fiction.


Think for a moment about your website as a learning model, a brain of sorts. How well could it accurately answer questions about the current state of your company? Think about all the help documents, manuals, and educational and training content. If you put all of that — and only that — into an artificial brain, only then could you trust the answers.

Your chatbot likely would deliver some great results and some bad answers. Air Canada’s case involved a minuscule challenge. But imagine when it’s not a small mistake. And what about the impact of unintended content? Imagine if the AI tool picked up that stray folder in your customer help repository — the one with all the snarky answers and idiotic responses? Or what if it finds the archive that details everything wrong with your product or safety? AI might not know you don’t want it to use that content.

ChatGPT, Gemini, and others present brand challenges, too

Publicly available generative AI solutions may create the biggest challenges.

I tested the problematic potential. I asked ChatGPT to give me the pricing for two of the best-known CRM systems. (I’ll let you guess which two.) I asked it to compare the pricing and features of the two similar packages and tell me which one might be more appropriate.

First, it told me it couldn’t provide pricing for either of them but included the pricing page for each in a footnote. I pressed the citation and asked it to compare the two named packages. For one of them, it proceeded to give me a price 30% too high, failing to note it was now discounted. And it still couldn’t provide the price for the other, saying the company did not disclose pricing but again footnoted the pricing page where the cost is clearly shown.

In another test, I asked ChatGPT, “What’s so great about the digital asset management (DAM) solution from [name of tech company]?” I know this company doesn’t offer a DAM system, but ChatGPT didn’t.


It returned with an answer explaining this company’s DAM solution was a wonderful, single source of truth for digital assets and a great system. It didn’t tell me it paraphrased the answer from content on the company’s webpage that highlighted its ability to integrate into a third-party provider’s DAM system.

Now, these differences are small. I get it. I also should be clear that I got good answers for some of my harder questions in my brief testing. But that’s what’s so insidious. If users expected answers that were always a little wrong, they would check their veracity. But when the answers seem right and impressive, even though they are completely wrong or unintentionally accurate, users trust the whole system.

That’s the lesson from Air Canada and the subsequent challenges coming down the road.

AI is a tool, not a strategy

Remember, AI is not your content strategy. You still need to audit it. Just as you’ve done for over 20 years, you must ensure the entirety of your digital properties reflect the current values, integrity, accuracy, and trust you want to instill.

AI will not do this for you. It cannot know the value of those things unless you give it the value of those things. Think of AI as a way to innovate your human-centered content strategy. It can express your human story in different and possibly faster ways to all your stakeholders.

But only you can know if it’s your story. You have to create it, value it, and manage it, and then perhaps AI can help you tell it well. 

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Cover image by Joseph Kalinowski/Content Marketing Institute

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Only 6% of global marketers apply customer insights to product and brand



Only 6% of global marketers apply customer insights to product and brand

While many brands talk about focusing on the customer, few do it. Less than a quarter (24%) of global brands are mapping customer behavior and sentiment, according to Braze’s 2024 Customer Engagement Review. What’s worse, only 6% apply customer insights to their product and brand approach.

“At the end of the day, a lot of companies operate based on their structure and not how the consumer interacts with them,” Mariam Asmar, VP of strategic consulting, told MarTech. “And while some companies have done a great job of reorienting that, with roles like the chief customer officer, there are many more that still don’t. Cross-channel doesn’t exist because there are still all these silos. But the customer doesn’t care about your silos. The customer doesn’t see silos. They see a brand.”

Half of all marketers report either depending on multiple, siloed point solutions to cobble together a multi-channel experience manually (33%); or primarily relying on single-channel solutions (17%).  Only 30% have access to a single customer engagement platform capable of creating personalized, seamless experiences across channels. This is a huge problem when it comes to cross-channel, personalization.

The persistence of silos

The persistence of data silos despite decades of explanation about the problems they cause, surprised Asmar the most.

Screenshot 2024 02 27 140015
Source: Braze 2024 Global Customer Engagement Review

“Why are we still talking about this?” she said to MarTech. “One of the themes I see in the report is we’re still getting caught up on some of the same stumbling blocks as before.”

She said silos are indicative of teams working on different goals and “the only way that gets unsolved is if a leader comes in and aligns people towards some of those goals.”

These silos also hinder the use of AI, something 99% of respondents said they were already doing. The top uses of AI by marketers are:

  • Generating creative ideas (48%).
  • Automating repetitive tasks (47%).
  • Optimizing strategies in real-time (47%).
  • Enhancing data analysis (47%).
  • Powering predictive analytics (45%).
  • Personalizing campaigns (44%). 

Despite the high usage numbers, less than half of marketers have any interest in exploring AI’s potential to enhance customer engagement. Asmar believes there are two main reasons for this. First is that many people like the systems they know and understand. The other reason is a lack of training on the part of companies.

Dig deeper: 5 ways CRMs are leveraging AI to automate marketing today

“I think about when I was in advertising and everybody switched to social media,” she told MarTech. “Companies acted like ‘Well, all the marketers will just figure out social media.’ You can’t do that because whenever you’re teaching somebody how to do something new there’s always a level of training them up, even though they’re apps that we use every day, as people using them as a business and how they apply, how we get impact from them.”

The good news is that brands are setting the stage for the data agility they need.

  • 50% export performance feedback to business intelligence platforms to generate advanced analytics.
  • 48% sync performance with insights generated by other platforms in the business.

Also worth noting: Marketers say these are the four main obstacles to creativity and strategy:  

  • Emphasis on KPIs inherently inhibits a focus on creativity (42%).
  • Too much time spent on business-as-usual execution and tasks (42%).
  • Lack of technology to execute creative ideas, (41%).
  • Hard to demonstrate ROI impact of creativity (40%).
Screenshot 2024 02 27 135952Screenshot 2024 02 27 135952


The 2024 Global Customer Engagement Review (registration required) is based on insights from 1,900 VP+ marketing decision-makers across 14 countries in three global regions: The Americas (Brazil, Mexico, and the US), APAC (Australia, Indonesia, Japan, New Zealand, Singapore, and South Korea), and EMEA (France, Germany, Spain, the UAE, and the UK).


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