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We’ve entered the conversational era of marketing. Unfortunately, too many marketers are stuck in the broadcast world of mass email blasts and anonymous ads. It’s time to change, and we can start by taking a cue from comedians. Yes, comedians. They happen to be brilliant communicators who have mastered the …more

It’s an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn’t what they say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and I talk about the three …more

There’s never been a better time to be a marketer. We’re experiencing the merging of mass reach with 1:1 engagement to create an unprecedented mass 1:1 capability that’s like nothing we’ve ever seen before. In this special episode from the Mediaweek Virtual Summit, I’ll step you through the Mass 1:1 …more

Organizational silos hurt your business, and disrupt your customer experience. Ryan Bonnici, CMO at Whereby, talks with me about how crystal clear alignment can prevent problems before they arise, ultimately driving growth and smoothing out those customer experience bumps. Ryan is a passionate senior executive leader with fortified marketing and …more

Now that you’ve discovered the billions of conversations, and used AI to classify them into something you can act on — it’s time to respond appropriately. This is the “management” piece of customer experience management. And if you’re not doing this, you’re not really doing CXM. We wrap up our …more

We start out with a few important corrections from recent episodes. Then a quick happy birthday greeting to Nicolaus Copernicus, the father of the scientific revolution and inspiration of the Copernican shift — the idea of mapping perception to reality. And finally, we dig into mass 1:1 marketing. It’s a …more

Our penultimate Digital Customer-First Transformation System episode. Today we explore the Operations Model. It’s a nuts and bolts deep dive into the five critical elements (the 5 Cs) of engagement management: conversation, community, collaboration, campaign, and content. Together, they create a unified, customer-first workflow that connects you with your customers …more

Change is hard. Which is why one of the biggest challenges in digital transformation is getting the various teams working together toward a common goal. In part 2 of our deep dive into a Digital Customer-First Transformation System, we look at how the Value Model can help you visualize use …more

We’re living in an age where buyers (both B2B and B2C) want a personal relationship with brands. And more than that, they expect those brands to share their values. Katie Martell, unapologetic marketing truth-teller, joins me today for Part 1 of a rollicking discussion about “woke washing.” It’s the collision …more