11 days ago

Augmenting Employee Performance With AI And Other Technologies

In a major new research report, The Technology-Augmented Employee, I take on a problem that’s vexing CIOs and government leaders alike. In aggregate, US companies face a productivity paradox: Despite billions of dollars invested in technology, gr…

29 days ago

Observations on NRF 2018. Making Retail Great Again

The National Retail Federation’s Big Show attracted tens of thousands of attendees . Far from resigning themselves to conquest by market places they are determined to make the right investments to thrive and survive. Three years ago we found retail CIO…

1 month, 2 days ago

Why Carl Jung Would Criticize Today’s Value-Based Marketing

GUEST BLOG POST, FROM DREW GREEN As a voracious media consumer, I’m exposed to a mind-numbing amount of advertising. Enough that trends start to emerge. One recent trend standing out more than others is an influx of “cause marketing” tactics, where bra…

2 months, 6 days ago

As CVS Goes Post-Digital, Walgreens Reverts to Pre-Digital

For a case study on how marketing must break from past practices, one needn’t look further than two recent announcements, one from CVS and the other from Walgreens. One company is pushing the boundaries of retail healthcare; the other is looking back a…

2 months, 16 days ago

TV Industry: It’s Time For A Round of “Stop, Keep, Change”

I’m obsessed with the future of television. A couple years ago, I pursued it largely as a research exercise. Today, I’m up in arms based on my own experience as a TV consumer. The rumors are true: empowered consumers are real and I am one. And of late,…

2 months, 19 days ago

Consumer Good Unclear in CVS/Aetna Merger

CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensur…

3 months, 24 days ago

A Lesson from the Bruce Springsteen/Richard Thaler School of Marketing

What do consumers, Bruce Springsteen, and a Nobel Prize laureate have in common? They all understand the concept of fairness. And they understand that consumers reward and punish companies based on perceived fairness. Nobel Prize winner Richard Thaler …

4 months, 6 days ago

CEO Conviction In CX – Why You Overestimate It And How To Get It at CX Europe 2017

Seems like it’s good news when only 5% of CX pros say lack of support by the CEO is among their top 3 challenges. A successful CX transformation needs a CEO who leads by example and rallies the organization around CX. When committed CEOs leave, CX efforts die. But is this really good news? No. […]

4 months, 6 days ago

CXEurope 2017: Introducing the Values Based Customer

More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy,  identifying the […]