Personalization at Scale: An Interview with Mark Abraham, Global Leader, Boston Consulting Group
Release Date: 04/24/2025
Fixing CX: An Interview with Michael Lowenstein, Founding Principal, The Linkage Group
Customer First Thinking
Most companies today still give lip service to the idea of putting customers first. They resist making the transformational changes required to truly improve CX quality. Until they are willing to become more stakeholder centric, argues renowned CX expert Michael Lowenstein, they will struggle to win greater customer trust.
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Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and “Pocket CCO”
Customer First Thinking
Brands still operate today as though media coverage and reach are all that matter, even as customers make every effort to evade their messaging. A new playbook is needed, according to CX expert Christina Garnett, which fosters communal spaces called “brandoms” where relationship building and brand building intersect.
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Digital Campfires: An Interview with Sara Wilson, Founder and Principal, SW Projects
Customer First Thinking
Suffering from social fatigue, people are increasingly turning to private spaces online where they are free to be more themselves. Community marketing expert Sara Wilson calls them “digital campfires” where brands are shut out of the conversation.
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Why New Products Fail: An Interview with Tony Ulwick, Founder and CEO, Strategyn
Customer First Thinking
For most companies new product innovation is a game of chance, resulting in many more misses than hits. The reason, according to innovation expert Tony Ulwick, is that they don’t take the time to figure out what customers actually need.
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The Power of Points: An Interview with Richard Schenker, Founder, Loyal Strategy Consulting
Customer First Thinking
Loyalty points programs are more popular than ever. The problem is they lead to transactional relationships where customers are more loyal to the program than the brand. To build true loyalty, advises loyalty expert Richard Schenker, companies must encourage ongoing engagement beyond point collection and redemption.
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Frictionless Growth: An Interview with Ryan Hamilton, Associate Professor of Marketing at Emory University, Goizueta Business School
Customer First Thinking
Rapid brand growth can sometimes lead to incompatibility between new and existing customer segments due to differing needs and expectations. Brand managers can minimize the possibility of segment conflict by anticipating and then carefully managing the relationship between them, according to leading marketing academic Ryan Hamilton.
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Customer Portfolio Management: An Interview with Michael D. Johnson, Marketing Department Chair, Wisconsin School of Business
Customer First Thinking
Marketers tend to overinvest in acquiring new buyers while trying to keep the most valuable customers from leaving. That leaves a lot of customers feeling left out. To correct this imbalance, marketers need a more systematic framework for selective investment in the most promising relationship segments based on growth potential, according to the renowned marketing academic Michael Johnson.
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The New MarTech Landscape: An Interview with Frans Riemersma, Founder, Martech Tribe
Customer First Thinking
The Martech industry is going through a radical new era of technological transformation which is changing the contours of the marketing technology landscape. A burst of AI-driven growth and innovation is not only making marketing automation tools easier to use, says Martech expert Frans Riemersma, but the evolving “marchitecture” will liberate marketers from the onerous challenges of platform integration and workflow management.
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The Future of Customer Data Management: An Interview with Chris O’Hara, Global Product Marketing Lead, SAP Data and Analytics
Customer First Thinking
Businesses today finally recognize the strategic urgency of unifying all customer data in an increasingly AI-driven world of personalized engagement. And now the data technology has matured to the point where that goal is more achievable than ever, according to SAP data expert Chris O’Hara.
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Personalization at Scale: An Interview with Mark Abraham, Global Leader, Boston Consulting Group
Customer First Thinking
Personalization at scale has long been a dream of marketers. But until recently it has been more superficial than helpful, constrained by legacy technology and processes. Today, however, AI makes it easier to do than ever before. Now the only thing holding marketers back, according to personalization expert Mark Abraham, is their campaign mindset.
info_outlinePersonalization at scale has long been a dream of marketers. But until recently it has been more superficial than helpful, constrained by legacy technology and processes. Today, however, AI makes it easier to do than ever before. Now the only thing holding marketers back, according to personalization expert Mark Abraham, is their campaign mindset.