Why New York Life's CMO Built a Data Foundation Before Deploying AI
New York Life's CMO Amy Hu invested three years in data infrastructure and measurement before AI. Here's why capability-first sequencing drives better outcomes.
Strategy
The Outside-In CX Playbook: How to Create Remarkable Experiences Without Buying Another Platform
Most CX failures trace back to inside-out thinking, not missing technology. Three expert-backed strategies for creating remarkable customer experiences without buying another platform.
Why Personalization Fails: The Consumer Promise Was Always Wrong and Your Stack Made It Worse
Gartner research shows personalization harms 53% of customers. Cart abandonment hasn't budged in five years. 70% of CMOs admit they can't scale it. Here's what the data says about the consumer promise, the execution reality, and what would work instead.
Your Martech Stack Is Becoming Someone Else's Architecture
The martech stack is dissolving into company-wide AI architecture. That's a forecast, not today's reality. Here's what CMOs and ops pros should do Monday morning.
Your Company Mandated AI. Nobody's Coming to Help.
Companies mandate AI without training or enablement. Practitioners who build their own capability deliver better work for employers, customers, and careers.
AI ROI Is an Operating Model Problem
Microsoft's 20,000-user study found organizational factors account for 67% of AI performance variance. Your AI ROI problem is an operating model problem.
Feature Utilization Is Two Problems, Not One
Low martech platform utilization isn't one problem. It's two: a capability gap requiring investment or a rightsizing opportunity requiring divestment.
The Agentic Marketing Organization Won't Work Without a Capability Plan
The agentic marketing model solves for architecture when the real problem is capability. Why these operating frameworks fail and what's needed first.
Your Vendor Says You'll Need It Later. Here's How to Know.
56% of tech plans become obsolete before implementation. Use this 3-part timeline test to separate legitimate martech strategic bets from expensive hope.