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Is your customer research giving you the full picture?

CSAT programs are one of the most effective ways to measure customer…
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When “What next?” finally arrives

For as long as I can remember life was measured in school years.…
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AI shouldn’t be your strategy. Your customers should be.

The big promise  Last week, someone told me, “AI is going…
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The story behind the numbers: Rethinking school absenteeism

I’d be lying if I said that my two teenagers are always on…
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What a doberman taught me about slowing down to go faster

Birdie, my rescue Doberman, has two speeds: slow and slower.…
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Customer service misses for premium brands – and how AI can help 

In the past few weeks, I have noticed a number of "customer service…
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The Cinderella effect: What underdog teams teach us about authentic brands

One of the most exciting parts of March Madness isn’t just…
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Is marketing becoming a joke?

One thing I’ve noticed about my generation is that almost everything…
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Synthetic audience data is getting smarter. Here’s why it’s not enough.

If you’ve been in a strategy meeting recently, someone has…

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