A successful digital business = smart machines + smart people

Have you noticed the steady increase in automation and smart machines being embedded into every aspect of your daily life? Uber uses a smartphone application to connect passengers with drivers, which has automated and replaced the traditional taxi dispatcher. The Yotel New York hotel in New York City has completely automated the check-in process with […]

Speaking Engagements: Confirmit Community Conference

Confirmit kicks off its global roadshow next month with CCC’14 Orlando, which takes place at the Ritz-Carlton, Grande Lakes on May 8-9. This year, the technology provider is adopting a ‘Be a Hero’ theme for the event and celebrating the people who are driving positive change in their organizations. “Whether you’re a customer experience, employee engagement […]

It’s time to rethink how we buy groceries

Recently I was asked by our president to organize an internal team building workshop for our staff inspired by the Institute of Design at Stanford University. I was more than happy to do it. The Institute, or d.school as it’s known, has become one of the most talked about institutions because of the methodology they […]

Achieving Customer Experience Harmony

Marketers want to ensure that their customers have a consistently good experience. They understand that it will go a long way to solve a key problem such as, “How can we sell more of product Y?” We like to look at things from a slightly different perspective: “What’s stopping the customer from buying more of […]

What is Omnichannel?

During the 2013 CMA National Convention, held last month, St. Joseph Communications interviewed a number of industry experts – including our President Steve Mast – to ask them how they define omnichannel. According to the company, no two experts expressed the same definition, but the over-arching sentiment was consistent. Here’s what Steve had to say. To view […]

Presentation Slides: Mapping Manulife’s Direct to Consumer Path to Purchase

Last week, our President Steve Mast was a guest speaker at the Canadian Marketing Association’s 2013 National Convention. Steve spoke about the need to map the customer journey to determine whether your business is connecting with today’s digitally empowered customer at the points that are most critical to them. Using examples from Delvinia’s work with […]