insights

We’ve all seen the glossy customer-first marketing campaigns. The mission statements that pledge to 'put the customer at the heart of everything we do.' The slick CX strategies rolled out with fanfare. But here’s the truth: you can’t deliver world-class customer...

I was chatting with a group of friends and colleagues recently when an interesting revelation emerged: We all admitted to saying ‘please’ and ‘thank you’ when interacting with AI—whether it’s ChatGPT, Siri, or Google Assistant. A few of us admitted to paying ChatGPT...

For the last few years, International Women's Day has made me feel deflated at best and nauseated at worst. Corporate events and lunches drenched in pink, featuring cupcakes and champagne, feel more like a marketing exercise than a movement for change. At its heart, I...

I’ve coined a new term, and it’s one you’re going to see more and more as a disruptive business model across almost every industry. The word is SUSTAINASCRIPT—a sustainability-driven brand, product, or service, marketed to consumers as a subscription model. Despite...

Last week I was in Boracay, in the Philippines, for our annual kickoff with our team there. We held our event at The Mövenpick—a stunning property right on the white, powdery sands of northern Boracay. With a two-hour time difference between Brisbane and Boracay, I...