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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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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