Recap of Mastercard’s Excellence in Customer Engagement Summit

Last week, I participated in Mastercard’s Excellence in Customer Engagement Summit. Part of my day involved being in conversation with Angie Rieger, Chief Transformation Officer of Lands’ End, and Emilie Kroner, SVP of Retail & Commerce of Mastercard. We discussed how retail transformation is shaping the customer journey. But, there were other learnings from my […]

Try Putting a Rock in Your Shoe

Week three of the NFL season is coming and and it is a rather exciting time of the year. Moreso than the games, I’m interested in the business of the game and the personalities of the coaches and executives. Bill Parcells is one of them. A classic story about him is the one about the […]

The Best Way to Get to Know Your Customers. Hint: Not AI.

I was reading through The Globe and Mail and found a rather curious headline: “The demise of Jaguar is a sad reality for anyone who loves cars.” I’m not the biggest car enthusiast, but I read through the opinion piece. Turns out that Jaguar will axe all of its current models of cars and switch […]