The "reasons" that digital transformations fail are often just symptoms. Tech leaders need to connect the dots throughout user networks if digital CX transformation efforts are to succeed.  

In 1675, Isaac Newton was credited with bringing the phrase “standing on the shoulders of giants” to modern conversations. The idea is that progress is made faster and easier by leveraging the collective thinking of all those who came before. For me, the phrase symbolizes the great thinkers who took harder roads and solved more […]

Supply chain sustainability is a top priority. In Forrester’s analysis of the Fortune Global 200 companies, 61% of the surveyed enterprises have a named sustainability lead, and 51% have scope 1 and 2 carbon-neutral goals. But Forrester clients often ask which of the competing supply chain certifications is best for them, because there are so […]

The Volkswagen Group bet big on a new software division called Cariad, committing billions to building the software meant to power in-car experiences for Audi, Porsche, VW, and other group brands. Software delays hit the launch of new cars, and Cariad lost $2 billion in 2022. A “structural and personnel realignment” sees new leadership for […]

Unemployment rates hover near record lows even as GDP growth tightens. The result? A perplexing time for business leaders.

Learn the best practices for how you can build a future fit technology strategy in each of platforms, practices, partners, and people.

In the upcoming CX APAC 2023, I’m going to present on How To Embed Values-Driven Marketing In Customer Journeys. I’m excited to lay out the key concept of values-driven marketing and share a sneak peek of the new model and framework. But before we talk about values-driven marketing, let’s start with values-motivated consumers. Values-motivated consumers […]

A marketing transformation, which is a significant shift in an organisation’s marketing approach, often becomes necessary for companies striving to remain relevant and competitive in today’s rapidly changing market landscape. From evolving customer needs and preferences to emerging technologies and channels, businesses must continuously adapt their marketing capabilities to drive revenue growth and increase customer […]

From hybrid work to the meaning of EX, the people part of the business is facing soft and hard challenges.

The way in which buyers interpret and act on information is heavily colored by the source of the information. That has significant consequences for marketing and sales teams.

Learn the answer — and what’s driving the tremendous growth.

It’s easy to be dazzled by new ways to solve old problems. But technology still must play a supporting, not leading, role in enabling consumer experiences and marketing execution.

Inquiries about microsegmentation (also called Zero Trust segmentation) have been rising steadily, especially since the start of the year. This is great, because it means people are getting serious about Zero Trust (microsegmentation is the super-serious part). All these phone calls are prompting me to share my latest thoughts on the subject, so here we […]

With more than 300 million creators worldwide, the creator economy has grown exponentially over the last several years and shows no signs of slowing down. Creators — individuals who make and monetize social media content — matter to brands because they wield the power to make ideas, trends, songs, or products go mainstream overnight. They […]

By focusing on signals that illuminate customer preferences, perceptions, motivations, and influences, marketers can create more meaningful experiences and develop a more accurate assessment of value realization and propensity to buy.

Mergers and acquisitions (M&A), plus corporate venture capital (CVC), are shifting toward acquiring tech capabilities that give access to new markets.

Your organization’s brand matters — a lot — but marketing often fails to demonstrate how your brand contributes to revenue and growth. Frankly, it’s difficult to measure: Translating awareness, perception, and preference into solid metrics that excite and reassure other areas of the organization about marketing’s activity is challenging. Not surprisingly, non-marketing leaders often underestimate […]

As regulators, courts, and even the White House scrutinize generative AI ethics, learn five things your AI governance programs should be addressing today.

2023 is the year to deliver more with less in your B2B content engine. But this isn’t about more volume; it’s about more value with less content volume overall and fewer resources. Read these tips on the math of more with less when it comes to B2B content.