Category: Multichannel

• Apple Convergence Financial Services Innovation Multichannel Technology

  Money 2020: The Future of Currency and Payments: Part 1 of 3

  I attended the Money 2020 conference in Las Vegas this November. It’s a gathering of over 7,500 financial and technology professionals from over 60 countries. Essentially we all talk about the innovation of money and payments, both of which are undergoing unprecedented disruption. It was the forum’s 4th year but my…

  November 25, 2014
• Brand Convergence Cross Channel Experience Culture Customer Engagement Customer Experience Customer Service Design Forrester Research Multichannel

  Outside In: Forrester Customer Experience Forum 2012

  Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…

  July 1, 2012
• Convergence Customer Engagement Customer Experience Customer Service Disney Multichannel Process Social Media Technology Twitter

  Say Goodbye to the Call Center

  Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but…

  May 13, 2011
• Convergence Cross Channel Experience Engagement Metrics Multichannel Social Media

  eMetrics Marketing Summit 2011 – Data Storytelling

  This was my first eMetrics Summit, and I must say I was quite impressed all around. I was asked to present and sit on a panel about social media metrics and so I arranged my schedule to specifically attend that Monday session. Fly in late Sunday and back out early…

  March 15, 2011
• Agency Forrester Research Multichannel

  Managing Multi-Channel Relationships

  Next week I will be on a panel with three distinguished industry professionals from Best Buy, Draftcb and imc2. The event is the Forrester Consumer Forum held by Forrester Research at the Fairmont hotel in Chicago. I get quite a few invitations to either speak or be on panels (not…

  October 23, 2009