Today’s brands are rushing to elevate their customer experiences as a point of differentiation. That’s the right call! But in many cases, we may be putting the cart before the horse. As customer service expert Shep Hyken once said: “The internal customer experience determines the external customer experience.” In other words, without invested, engaged, capable...

The term “disruption” when referring to the past 15 months probably wore out its welcome for everyone about 13 months ago. But it’s hard to think of a better way to describe the shakeup seen in marketing jobs during this time — how they’re performed, where they’re performed, and by whom. These changes will ripple forward for years to come. With an accelerated...

If there's one word that best summarizes the evolution of digital marketing from its early days to the current era, I think it would be: intent. When the internet was a shiny new object some 25 years ago, people were fascinated by the ability to reach spectacularly large quantities of folks – all around the world – with a message. In many cases, they didn't care...