Insights Blog
The Right Approach to AI Concierges
In my last post you surely intuited that I have some reservations about the AI gold-rush. I do, but that applies primarily to the big infrastructure plays. At the retail-level, while there are right and wrong ways to go about it, I remain and am growing more bullish on the opportunity to apply AI in delivering more sustainable (and profitable) customer relationships at the retail level…
Crafting Relevant Consumer Experiences
Your brand possesses a treasure trove of consumer data. However, to forge meaningful connections, your brand must synthesize data with tailored, personalized content and experiences that cater to the unique needs of your consumers…
Consumer Engagement: The Intersection of Content, Data, and AI
With the rise of digital platforms and the proliferation of data, brands have unprecedented opportunities to understand, connect with, and delight their consumers. At the heart of this evolution lies the synergy between content, data, and AI…
Evolving to Hyper-Relevant Engagement
Clearly, generic mass marketing is no longer sufficient. Personalization has become standard practice for marketers today. However, the next horizon is individualization—treating each customer as an individual with unique interests, needs, and preferences…
Uber Requires Twice the Lyft, But That Might be OK.
A few weeks ago I logged into my Uber App to update my credit card info and noticed “Uber Rewards” as a new menu option. I didn’t recall receiving a notification informing me that Uber’s loyalty program was available in my area, but what the hay, I like surprises…
The Customer Rules Again in 2017
Happy New Year! We've noticed that 2017 is, once again, being touted as the "year of the customer." Well, "duh," so it should...
Apps Are Eating the Web
Once upon a time all products wanted to be web sites. Now all web sites want to be Apps. We think that soon all brand experiences will want to be App-enabled. Indeed, Apps may well be eating the Web, or at least a big part of it...