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CVS: Narrative of A Brand

You’ve seen the news that CVS, the national drug store chain, will stop selling cigarettes and other tobacco products by October 1.  The move was lauded by health officials in and out of government, and has been the source of discussion on news shows this week: was it a principled decision or a shrewd business […]

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IBM Makes A Big Move On A Blue Ocean Opportunity

IBM announced this week the launching of the IBM Customer Experience Lab in Yorkville, NY. The Lab will bring together 100 researchers and consultants into what sounds like a center of excellence to help clients with “front office integration” around three general ideas: Customer insights Customer engagement Employee engagement The first–customer insights–isn’t new ground for […]

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OMS Summit: Todd Wilms of SAP makes change by embracing customers–and executives

Todd Wilms has an interesting perspective on the effect of social media on corporations.  As a Senior Director in SAP’s 35-person social media team, he sees both the incredible velocity of change in communications and marketing that he says makes “you feel like the ground is shifting out from underneath you—because it is.” Wilms spoke […]

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The Paradox of Hiring An Experienced Agency In A Time of Disruption

It’s hard to hire an agency for innovation. The answer is to look for partners who can help you be lean in the planning process and agile in development.

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