Marketing & Strategy Innovation blog

Transforming the Customer Experience with Big Data

I originally wrote today's post for Intradiem. It appeared on their blog on March 17, 2014.

What is big data? and how is it used to deliver a great customer experience?

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The Logic of Code

Some months ago, I downloaded the Kodable app for my 4 year-old, which boasts that it can teach toddlers how to code before they can read. My programming skills are pretty basic, but I like the idea of giving my child a head start.

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McKinsey on Marketing

A McKinsey Quarterly blog post on The Changing Face of Marketing contains the following:

“Change is the dominant fact of life in every business today. And the ability to master and exploit change has become one of the most sought-after management skills. This is particularly true in marketing, where the very tempo of change is constantly quickening.”

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The Beauty of Apple

I wonder if you have noticed something about the world of business? You may have not noticed it as this feature of business life is pervasive, so enduring, that lies in the background. I found myself reawakened to this feature recently.

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With Great Power Comes Great Responsibility

Who has the responsibility?

Voltaire said it first: With great power comes great responsibility. Others prefer a more-recent attribution, citing Peter Parker's Uncle Ben in Spiderman.

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Even in an Age of Uncertainty, Managers Still Must Decide

Most managers take it for granted that the world has become much more volatile and complex and that we need to constantly adapt. The days when we could simply plan and execute a strategy and hope to effectively compete are long gone.

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What’s the Future of Feedback? Stay Tuned…

Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing  the concept of Customer Feedback Systems.

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41 Customer Experiences To Learn From

Brand Experience Week wrapped up last week, but there are plenty of Brand Experience Briefs for you to learn from. Check out these 41 videos that audit and analyze new or interesting restaurant and retail brands to learn the do’s and don’ts of customer experience design:

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Is Disruption Dead?

In 1997, a little known Harvard professor named Clayton Christensen published a surprise bestseller called The Innovator’s Dilemma, where he coined the term disruptive technology, which later evolved into disruptive innovation and became a mantra for the digital age.

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