Do you see your website, CRM, social media, and other digital initiatives as a way to improve service levels, market your organization, or be a central part of your thought leadership strategy? While important, at best these are tactical approaches: too often the bigger opportunity of digital transformation is ignored. This isn't surprising, as digital [More]
Looking back, was there really a surprise that Donald Trump won the 2016 American election? Or that Justin Trudeau won the Canadian one both in 2015 and 2019? Or for that matter, that Brexit happened? These three results have much in common: Politicians and insiders who are perceived as privileged, and think that they [More]
How often do you research a product online, and then purchase it at the store? Or, check out the product at the store, and then use the internet to make the purchase? If so, you're not alone. These newer consumer behaviors are both the new reality for retailers - and [More]
I recently had the privilege of attending Book Expo America, the world's largest book convention. In attendance were thousands of booksellers, publishers, authors, distributors, and suppliers. There were panels with CEO's discussing the future of the industry. There were technical sessions, keynotes, and workshops. And there was an incredible reality-distortion [More]
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