For years, customer centricity has been the gold standard in Retail and Brands have invested heavily in data analytics, personalization, and seamless omnichannel experiences to meet – and exceed – customer expectations; and for good reason: this approach drives satisfaction, boosts retention, and increases customer lifetime value. But in today’s hyper-competitive, experience-driven market, customer centricity...Read More

The historic exchange that revealed automation’s Achilles’ heel In the 1950s, as Ford Motor Company proudly displayed its automated assembly lines to Walter Reuther, the visionary leader of the United Automobile Workers (UAW), a Ford executive – allegedly Henry Ford II – posed a provocative question: “How are you going to collect union dues from...Read More