Strategy

The Human Touch: Evolving the AI-Driven Customer Experience
September 14, 2020 at 11:27 am

The use of AI has accelerated in the months since COVID-19 first gripped the world. With consumers seeking contactless or non-touch interfaces and AI tools expanding their capabilities, it’s clear that AI has a growing impact on customer experience and our daily lives. According to Capgemini’s new report, The Art of Customer-Centric Artificial Intelligence, more…

Remote Education Realities: Challenges Faced by Students, Academic Institutions – and Employers
August 17, 2020 at 8:50 am

Watching COVID-19 infection rates spread around the country – with record infection rates now predominantly in the Southern and Western Tiers – only underscores how hard a decision it is for public officials to resist science and public health experts and reopen their schools later this month. Colleges and universities, both public and private, also…

6 Ways COVID-19 Has Changed Omnichannel Marketing
August 11, 2020 at 8:28 am

Since the start of the pandemic, we have been tracking how our clients have been adjusting to capitalize on the massive shift to digital channels, drive better engagement with their audiences, and create higher levels of trust and loyalty. Here are six big takeaways.

The Value of Brand Communications During Chapter 11 Bankruptcy
August 5, 2020 at 8:59 am

Corporate bankruptcy does not mean a brand will become extinct or that it's time to halt all marketing and communications. Instead, a Chapter 11 filing is an opportunity for a business to restructure debt and remain in operation. A strategic approach to brand communications leading up to, during, and following a Chapter 11 filing is…

Messaging to Cautious Customers as Coronavirus Cases Surge Again
July 27, 2020 at 9:23 am

For retailers, it's important to have a plan for keeping customers informed and everyone safe as rules and store experiences continue to evolve. This plan requires communication across three parts of the customer journey — what they should know before, during, and after their visit to a store.

Why Localizing National Campaigns Is Critical as Economies Reopen
July 21, 2020 at 9:04 am

As the country continues to reopen in staggered stages, the rules and regulations vary greatly by state – in some places even by region and county. This situation has restored the need to localize large national campaigns, and highlighted the importance of attribution and granular geographic targeting.