Human-Led Insight in an AI-Driven World

As AI continues to reshape marketing, it’s hard to understand what it can't do. It seems like it can do anything these days. However, when it comes to gathering valuable feedback from customers, AI can’t capture what matters most: emotion. In…

Celebrating Pride and the Power of Being Heard

This past weekend, I celebrated Pride with my community in Denver, CO. The whole city showed up. Rainbow flags everywhere, local businesses offering specials, street festivals full of food, music, and joy. It was colorful and loud and proud…

Why Dedicated Event Planners Are a Smart Investment for 2026 Events

As companies begin to map out their 2026 priorities, corporate and internal events will once again play a critical role in driving culture, connection, and business goals. But with growing pressure to do more with less—while still delivering…

Are AI-powered searches finding your business?

Let’s think beyond AI tools from the end-user perspective. How effectively is content crawled and information curated related to your business? In the evolving digital landscape, traditional SEO is no longer sufficient. Users are increasingly…

Connecting with Customers, Mindfully

In today’s ever-connected, busy, online world, regular customer engagement is essential—but striking a balance between effective and overwhelming can prove to be a challenge. Over and over, we’ve seen how consistent, meaningful communication…

AI is great – if accuracy is optional

Significant players in tech seem to have adopted AI as a religion. Well-known tech titans insist AI can replace all human jobs while companies demand employees use it (presumably to replace themselves). It will solve the world’s problems,…

Emotion in Market Research

Are you confident your market insights are telling the full story? After more than a decade in market research, I’ve come to see that truly valuable insights are not only objective and actionable, but also capture the emotional context behind…

The Evolving Role of the CRO

Sales is hard! Many Sales leaders set new stretch goals year over year, sometimes without any shift in business fundamentals – increasingly relying on upselling and cross-selling to drive higher revenues. Turnover is high among salespeople…

The Power of Memorable Customer Service: Stories That Stick

When Jenna Whelan and I facilitate white-glove service trainings, one of my favorite parts comes right at the beginning. As we get started, we ask everyone to share the best customer service experience they’ve ever had, and to explain why…