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Dreaming of Experiences

Well apparently the Groundhog did NOT see his shadow, and we should expect Spring to arrive soon. Tell that to the wonderful people of the East Coast who are experiencing the Arctic tundra this week. But it’s Spring time here in the world of customer experiences, and our inboxes are full of predictions about what […]


If Experiences Fail in the Business, Do They Make a Noise?

If Experiences Fail in the Business, Do They Make a Noise? There’s a quote I love by Chicago Sun Times columnist Sydney Harris. He said people use “the words ‘information’ and ‘communication’ interchangeably, but they signify quite different things. Information is giving out; communication is getting through.” You could easily change out “customer experience” for […]


Is Backward the New Forward?

I’m at a pharma conference this week. I’m here because I was asked to talk about the way content is transforming customer experiences we are creating. Maybe 20% of the attendees are in marketing. The rest are in the regulatory and compliance departments in their companies. I’m hearing a lot of talk about the tension […]