I saw three apps come sailing in, on Christmas Day on Christmas Day… This Christmas Day marked yet another major milestone in the consumers move to mobile. According to data from mobile analytics firm Flurry, mobile app downloads increased 11% from Christmas Day 2012. This is considerably slower growth from 2012 when we saw a

Read more…

I’m often questioned about the emerging chief digital officer “CDO” role. The debate is on as to where the role reports, and how well the CDO is aligned to the CMO and CIO. The key question to ask though, is not where the role reports, but rather how important digital is to your customer base.

Read more…

All too often new corporate trends like the “customer experience” get organizations fired up to improve their interactions and engagements with customers.  But the customer experience is real – and a lack of leadership and strategy can lead to mismatched expectations and lack of consistency in the brand value delivered. Case in point: I recently

Read more…