The automation mandate: even relationships
Have a process? Yes, then automate it, even relationships as the Japanese startup Vinclu is doing with the Gatebox, a…
Category: Change
“If content is digital’s soul, then a CMP is the church”
Planning, publishing, distributing and measuring content are collective, connected challenges that modern marketing teams must master. The proliferation of channels…
Consumer-grade experiences are essential B2B differentiators
The imperative for B2B brands to deliver consumer-quality experiences as essential differentiators was a prominent theme at Salesforce’s Connections 2018…
11 life lessons
Here are my 11 life lessons, delivered at Deakin University’s Arts and Education graduation ceremony on February 19 2018. It…
Netflix’s formidable customization engine
Netflix knows they have less than 90 seconds to get you watching a new show. Their algorithm is fine tuned…
Few are genuinely “customer obsessed”: Forrester
Experiences are the fundamental basis for how we compete and win. Whether in B2C or B2C, today differentiated experiences drive…
Customer first: why is it so hard to walk the talk?
It is amazing how little discipline companies have in their approach to their business technology, whilst at the same time…
From campaigns, to journeys, to commerce
Traditional IT (Information Technology) is over. Today’s conventional IT organisations spend far too much time in conflict with “the business”.…
What’s your platform strategy? Is it connected, collaborative and scalable?
All businesses either will be digital platform businesses or they will be out of business. As we transition from…
A differentiated, superior customer experience does pay dividends
Launched six years ago, Watermark Consulting’s annual Customer Experience ROI Study illustrates why, according to the firm’s founder Jon Picoult,…
