Capitalizing on the Brand Content Opportunity

Five years ago, I stood up at Social Media Week in Copenhagen and made a prediction: that by the year 2020, brand content would always be highly informed by personal, transactional, behavioral and contextual data. I’m hoping there isn’t a video of that event floating around because, embarrassingly, that hasn’t really happened. Think about it: How […]

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Value-Based Care in Life Sciences: What’s It Worth to You?

Just one of the many changes rippling through the life sciences industry is the gradual but inexorable shift of value-based care (VBC) becoming a leading means of healthcare insurance reimbursement. According to our recently sponsored research, as many as 150 biopharmaceutical drugs  are covered by value-based contracts, with a projected growth rate of 15% to […]

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Healthcare Data Interoperability: A Force for Good

Name one issue on which both Republicans and Democrats agree. No, seriously. I only know of one right now: the ability for consumers to access their own healthcare information and use it to make decisions. For the last year, I’ve been traveling the country evangelizing on healthcare data interoperability, explaining the proposed federal interoperability requirements […]

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Consumer Experience in the AI Age

In the experience economy, breakthrough brands are taking a human-first view. Somewhat paradoxically, they use artificial intelligence (AI) to interact with consumers in ways that create greater empathy and relevance across all contexts. Another paradox is that AI won’t do the work for us. Although it seems counter-intuitive, the deeper customer engagement enabled by AI […]

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Three Must-Do’s for P&C Insurers to Realize Business Outcomes from AI

While more P&C insurers are embracing data, artificial intelligence (AI) and machine learning as part of their digital strategy, we often hear them voice frustration about generating business outcomes from these investments. Many find it difficult to tie their AI initiatives to key performance indicators (KPI) and profitable growth. As they gear up to implement […]

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As Chatbots Infiltrate the Workplace, Start with the IT Service Desk

In the coming year, millennials and the Gen Z generation will account for almost 60% of the global workforce. And if there’s one thing we know about this cohort, it’s that they like to communicate via technology, whether through text, collaboration portals, videoconferencing or some other digital channel. So why are we seeing so few […]

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GUEST POST

Don’t Strategize for Digital Disruption When You’re Actually Facing Financial Disruption

Many years ago, I had the privilege of interviewing the noted CEO of a major, successful airline. At the end of the interview, I asked if he thought the then-new, innovative, low-cost startup People Express Airlines would survive. “That’s a totally stupid, irrelevant question – it doesn’t matter whether they survive or not,” he responded. […]

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App-First Care Points the Way to the On-Demand Healthcare Economy

Providers, look to your business models: The “app-first” approach to on-demand healthcare delivery is now under way. Digital tools are punching holes in the rapidly emptying moat around many healthcare delivery services. Take Amazon Care, a pilot program launched by Amazon for its Seattle-based employees last autumn. Enrolled employees may use chat or video to […]

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WEF 2020 Post-Mortem: Contradictions at the Heart of Davos and the Future of Our Work

The World Economic Forum’s annual event is over for another year. Once again, Davos was a fascinating and frustrating few days, providing a snapshot of what the global elite hive mind is currently thinking. Beyond the obvious highlights – that POTUS and Greta are probably not on each other’s Christmas card lists, that “big tech” […]

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