Real Life Customer Service is the Benchmark for Digital (Or Just Don’t Piss People Off)

This week I enjoyed a few hours at a roundtable for marketing folks, organised by Marketing Week, the subject of the discussion was personalisation. As we went around the table, articulating our experience of personalisation, the good, bad and ugly, it seemed when describing the good, everyone was describing what we are looking for in..

Introducing the Web Engagement Capability Model

I originally posted this on the Gilbane blog back in October 2010 when I was an analyst there – as that blog has now changed hands and many posts removed, I wanted to preserve my writing here…   To support our research and analysis, Scott Liewehr and I have been working on a capability model to define..

Engaging Clouds

I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper – Marketing From The Cloud – How Digital Marketers Are Using Software As A Service. It’s a subject I’ve been thinking..