For those who have been weathering the rampant pace of transformation these last few years, the emergence of the CIO as a leading player in bringing empathic experiences to scale should come as no surprise. As the push to use data to pivot from transactional relationships to service-oriented ones ensues, a human-led design approach is [...]
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In a recent piece on the rising need for more informed emotional intelligence (eQ) in customer experience (CX), Information Week nailed it by saying: “Humanizing the digital experience is much harder than it sounds because it involves much more than just putting a happy face on software.” I couldn’t agree more. Using a perfunctory smiley [...]
The topic of digital transformation has been top of mind throughout the pandemic, with the pace of it taking place at speeds never before seen. Some may think that wave is behind us, yet the reality is that transformation will only continue to accelerate in the years ahead. This is due to an increasing shift [...]
More than ever before, as marketing continues to be at the forefront of digital transformation, the function must work aggressively to pivot from being a cost center to a true driver of growth. To do this, many critical organizational shifts need to take place ranging from cultural changes, to insights infrastructure build outs that drive [...]
The topic of consumer data privacy is quickly reaching a tipping point. With companies like Google and Apple putting more stringent rules around data privacy, the bar has been raised on providing superior customer experiences that don’t cross the line from being welcomingly intimate, to creepily invasive. With the demise of third party data, brands [...]
One thing has become clear amidst the pandemic and that is that digital adoption rates have skyrocketed and DTC has become the new norm. The need for brands to continually innovate to bring consumers value in different ways, each and every day, only continues to escalate. In order to be successful, consistent online and offline [...]
More than ever before, marketing needs to aggressively move from being seen as a function or cost center, to a true enabler of unique customer understanding that can be directly correlated to growth. The path to doing this is riddled with challenges, particularly for those who have been weathering the rampant pace of transformation these […]
The age of direct to consumer is upon us and with it has come rising customer expectations and a need to consistently push to elevate the customer experience (CX). Consequently, the new strategic imperative is to improve 1:1 customer intimacy at all costs. This is quickly leading to rising consumer expectations and a need to […]
We are headed toward a market correction which will dial down breakneck speed transformation and in its place will emerge a disruptive era, where change occurs, but does so in a more measured way. It seems that after the pandemic accelerated the pace of transformation, while also ratcheting up consumer expectation, brands need to take […]
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