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Facebook Messenger Becomes a Platform Following F8, Facebook’s semi-annual developer conference in 2014, I suggested that Facebook was evolving from a social network into a bona fide social ecosystem. In 2015, we can see that Facebook is thinking beyond the unbundling of its popular features but also turning them into independent and connected platforms. Following […]

All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must first define what a relationship with your customer looks and feels like and in turn, how they would describe it to […]

When I was in London, I visited the Smart Focus HQ to shoot a series of videos, host a webinar and also sign books for local marketing professionals (videos and webinar accessible here.)  While there, something unplanned and very cool began to surface and I’m excited to share the result with you here. We assembled […]

Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale. Often times, change agents focus first on transforming their approach to mobile customer experience (CX) design, in order to make the case for overhauling the company’s […]

Customer experience is meant to be evocative not reactive… We are entering an era of customer-centricity, mostly because we have to. But also, because employing a customer focus is the right thing to do. I guess businesses lost their way at some point. Blame quarterly earnings. Blame technology. Blame politics. But over the years, we […]