What’s the correct balance between sticking to your digital strategy and changing based on factors you can’t control? And can we learn anything from the way Amazon thinks about strategy?

What’s the correct balance between sticking to your digital strategy and changing based on factors you can’t control? And can we learn anything from the way Amazon thinks about strategy?

In a slightly terrifying, slightly fascinating window into the future, we hear a conversation Andy has with Hume, a human-voiced chatbot that understands whether you’re sad, happy, annoyed or whatever and responds accordingly.

When we asked executives recently where customer experience should live in the organization, answers were all over the map. In this episode we discuss where we think customer experience SHOULD live in an org and why.

The CEOs of many companies choose to be pretty hands-off when it comes to digital transformation. But what if the CEO is involved at every step of the way? Is that the best way to ensure transformation is a success?

Pricing is always an incredibly delicate topic – both for companies and for consumers. Is there a way to use dynamic pricing that’s beneficial to everyone? Or will consumers always revolt?

Manufacturers who think that they can change customer behavior to get them to buy where the manufacturer would prefer are playing a fool’s game. The key to avoiding channel conflict starts with being where your customer wants you to be.

With all of the changes in the eCommerce market, many practitioners are finding themselves in a career transition. If you find yourself in that situation, what are the best ways that people are actually finding jobs today?

Now that B2B companies have been using generative AI for content creation and marketing, we’re seeing the first moves into using the technology to improve the customer experience. What are the pros and cons of that?

What’s the best way to prove that your online business is not simply cannibalizing your traditional offline business? Instead of “lift” or “shift” it’s “lifting AND shifting” revenue from your competitors.