Whether it’s Netflix’s recommendations or FedEx’s shipment tracking, many of the digital features and experiences you love are enabled by massive repositories of data with sophisticated algorithms running on top of them.

There are so many examples of long-standing companies that are doing a fantastic job of adapting to the digital world: Disney, Nike, Verizon, The New York Times, Federal Express.

Contact centers are more important than ever, but if you keep following the rules of the past you will waste money and annoy customers.

We can learn a lot about leading successful transformation from George Washington and Abraham Lincoln—two of the most respected leaders in US history.

Whenever you want to test an idea, whether it’s a website, a mobile application, a kiosk at a museum, or any new product that you’re developing, user testing is one of the best ways to get feedback.

There are a lot of brands that think of themselves as being B2C because they sell products or provide services for individual consumers who are the end users of their product.