“You can’t engage without understanding engagement,” says Michael Taylor (or MT), Acoustic’s Chief Customer Officer, during a recent episode of One Amazing Thing hosted by Greg Kihlström.
It sounds obvious. But as Greg says in his conversation with MT, it’s “deceptively simple.”
Too many brands still chase clicks with broad campaigns that miss the mark, ignoring the behaviors that actually signal customer intent. In a world of fragmented tech stacks and fleeting attention spans, that approach isn’t just outdated, it’s ineffective.
In this episode, MT reveals the disconnect that’s holding most marketers back and how Acoustic Connect bridges it by turning overlooked signals into high-impact, real-time engagement.
From communication to connection
MT starts with a key insight: how, where, and when you connect with customers defines the depth of the relationship. Real loyalty is built on timely, relevant, and behavior-aware communication — not batch-and-blast messages.
That’s where Acoustic Connect comes in. It captures nuanced customer behaviors — like browsing a specific category, revisiting a product page, or abandoning a cart — and turns them into triggers for real-time personalized engagement.
There’s a ton of exhaust that comes from customer interactions that’s actionable, it’s just you don’t see it, you don’t capture it, you don’t use it. And to make things worse… many marketers rely on disjointed tech stacks.
By unifying data, insights, and execution in one platform, Acoustic Connect removes the fragmentation that slows teams down and dulls the customer experience. No more jumping between tools for customer data, insights, and execution. Instead, everything happens in one place allowing for dynamic, behavior-based personalization at scale.
Meet Kelly: The journey from browsing to booking
To bring the tech to life, MT introduces Kelly, a fictional traveler browsing luxury hotels. She views a location, checks availability, signs up for alerts — small signals that, together, show intent.
With Acoustic Connect, the brand uses those signals to guide her journey:
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A personalized offer nudges her to book.
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Smart follow-ups enhance her stay.
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Post-trip messaging encourages loyalty and repeat visits.
It’s seamless, data-driven, and customer-centric — everything modern marketing should be.
Predictive models, real-time decisions
Acoustic Connect also features predictive AI, including an “in-market” model that scores customer intent based on real behavior, not guesses.
Marketing’s next chapter is the three Ps: it’s persistent, it’s personalized, and it’s predictive. You’re moving from these broad campaigns to behavior-based engagements over time.
The platform helps marketers not just react but anticipate, shaping future journeys while strengthening real-time impact.
Why it matters
Brands today aren’t just competing in their category. They’re competing with every brand online for a slice of customer attention.
To win, marketers need to meet customers in the moment with messaging that feels personal, not programmed. That’s what Acoustic Connect makes possible.
🎥 Want to hear more from MT and see Acoustic Connect in action? Watch the full episode of One Amazing Thing.
