Why every firm needs a chief experience officer
By integrating and aligning Client Experience and Employee Experience with a single Chief Experience Officer role, a firm can centralise...
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LMA 2019: The next big thing is 'Service 'Metamorphosis
I am fortunate to be at the Legal Marketing Association Conference in Atlanta again this year and just attended the 2019 edition of the '
Customer Value: A compass for Marketing Automation
Digital transformation should focus on improving client experience and value rather than reducing costs
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There’s no question that new digital technologies allow marketers to approach customers with surgical precision, unlike the blunter...…
Two New Commandments of Customer Engagement
The digital revolution is transforming the relationship between consumers and companies. Nearly all business functions are feeling the...
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