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Did You Get Buy-In or All-in?
What question are you asking and what answer are you looking for when you ask for executive buy-in? You’ve no ...
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Diverse Voices Strengthen Brand Character
Fun question: What character appears in the most films and television programs? Dracula? God? Santa Claus? All of those make ...
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CX in the age of privacy and trust, Part 3: Can we (re)build trust?
This is the third in a series of articles on creating, maintaining, and optimizing great customer experiences in the context ...
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Content That’s More Than a Collection of Things
We have a lot of things. Our homes are filled with things we’ve made or acquired: bags, books, clothes, toys, ...
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Transplant Yourself for Growth
Qui transtulit sustinet. He who transplanted still sustains. While researching the idea of change, I learned this bit of Latin, ...
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Are You Too Special?
The Princess Bride is one of the best movies of all time. Fight me. In one many classic scenes, Princess ...
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Being Bored Isn’t Boring
When was the last time you did absolutely nothing? More importantly, when was the last time you purposely dedicated your ...
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Two Days. Two Fines. $352 million. Does Data Privacy Have Your Attention Now?
And you thought Google's €50 million data privacy fine was "massive." (See my analysis here.) Now the ICO (the UK ...
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The Art of Content
What qualifies as “great business content?” If you ask a movie studio head, a television executive, or many content ...
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Jony Ives, Apple Watch, and the need for system thinking in CXM
On the occasion of Jony Ives' departure from Apple, I revive my 2015 piece on the lessons customer experience management ...
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How Long Should It Last?
Things sure don’t last like they used to. Remember your grandmother’s refrigerator? It lasted 25 years. You might have inherited ...
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Come back to the GDPR, RTB, RTB: New data authority report will disrupt far more than real-time bidding
It's been called a "damning report," a "knock-out blow," and an "unmitigated slap-down of the adtech industry." On a positive ...
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