Why do companies so often “ask for a solution” before they know how they will use it?
Two weeks ago, I sat in a board meeting. For the first 12 minutes, we watched a CRM demo: ...
Loyalty programs: are you paying for purchases you’d get anyway?
For the past year, we’ve been up to our necks in one of those projects where the word ...
The model is just the engine. Who’s holding the steering wheel?
Caller: “I wanted an implant, but my dentist told me I don’t have enough bone. Is that ...
Kafka Resort: I Need a Physiotherapist. They Need a CRM.
A few days ago, I called the rehab resort where I'd been scheduled for post-surgery ...
AI Act in Practice: Don’t Panic, But Don’t Wait Either
I’ll admit it—when I first came across the term "AI Act," my gut reaction was to groan. ...
Who draws your picture of reality?
No doubt you’ve experienced that unpleasant situation when you realized after a ...
Overkill? Or the biggest missed opportunity for brick-and-click retailers
Last week I spent three days in Skopje. I was there for the Bankassurance Summit, but ...
Your chatbot is driving customers away (and you probably don't even know it)
There's this weird chatbot craze happening right now. Every company seems to think they ...
Loop isn’t new. What is new is that people and AI are finally pulling in the same direction—for the customer
A few days ago, Andrej and I hosted two webinars on HubSpot’s latest announcements from ...
Loyalty Programs: Do We Really Need Another Mobile App?
A few months ago, during the debate over government-issued computers for underprivileged ...
How do you know business isn't the pharmacy's top priority?
Given how many people connected with my recent story about trying to arrange a rehab ...
Consumers are only loyal to themselves!
Every time I receive an invitation to a meeting with a client that wants to ...