Insights · Deep dives from real rollouts
Architecture, releases and patterns – explained properly.
What I see in enterprise omnichannel projects across pharma, medical and finance – from Adobe and Salesforce releases to identity, consent and orchestration patterns.
Start here · Fundamentals
What Omnichannel Really Means – for Four Roles in the Company
Marketing, analytics, leadership and architecture each mean something different by omnichannel. What each role gets from it, where it fails and what they need from each other – backed by vendor documentation and peer-reviewed studies. Read the article →
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Could this happen to us? When sensitive customer data reaches the wrong department – and how Salesforce Data 360 governance prevents it
Four examples from pharma and banking where sensitive data reaches the wrong person — and the Salesforce Data 360 rules that stop it: tags, access policies, masking, row-level…
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MarTech under the hood, part 3: the governance box ships switched off
Part 3 of three: governance, measurement, the warehouse question and what AI agents actually see — starting with the sentence Adobe publishes twice, that every data usage policy…
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What happens to a Salesforce prompt sent to OpenAI – and how the answer is checked
How Salesforce sends prompts to OpenAI, Claude and Gemini: the seven steps of the Einstein Trust Layer, what data masking covers, and why it is off for Agentforce…
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MarTech under the hood, part 2: real time is a property of the rule, not the platform
Part 2 of three: the unified profile, segmentation, decisioning and activation — where “real time” turns out to be decided by the shape of one rule, with the…
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Most of What Your Platform Can Do, Nobody Ever Showed You
Journey Dry run, Simulation and Holdout: three documented tools that are rarely part of a campaign process. Why that is, and what the architecture layer can do about…
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MarTech under the hood, part 1: nothing works until the data is one person
Part 1 of three: collection, the data model and identity resolution — the three stations that decide whether you have a customer at all, with the documented limits…
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Veeva 26R2: AI joins pharma content review – and where the human sits is now a configuration decision
Vault AI reached general availability in 26R2. Agent Workflow Task Completion lets AI agents close single-item workflow tasks inside the MLR gate — contract-gated, hourly, human on the…
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Claudeforce: What Changes When Salesforce Stops Being a Screen
Claudeforce puts Salesforce inside Claude and Claude inside Salesforce – under the permissions you already have. What shipped, the architecture, a five-level rollout, and how to train the…
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HCP portal, part 2: the HCP sees one seamless portal. The data walks a permission chain
Same HCP portal journey, two layers: what the physician experiences and what has to be true in Adobe Experience Platform underneath – ECID, identity namespaces, streamed consent, access…
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AJO now attaches the documents customers actually open
Since August 12, Journey Optimizer attaches up to five recipient-specific PDFs in API-triggered campaigns – fetched from Data Landing Zone at send time. What that changes for banks…
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AJO quiet hours now cover everything – and the 2 a.m. text becomes a leadership decision
Since August 18, quiet hours in Adobe Journey Optimizer also cover Orchestrated Campaigns. What shipped, the architecture behind it, the fine print – and six questions to settle…
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HCP portal, part 1: the portal is no longer a website project. It is an orchestration project
One authenticated HCP portal, two brands: how Journey Optimizer’s web channel, MLR-governed content, the Service Console in the Life Sciences org and the Data 360 bridge turn a…