What Do We Mean When We Say We Want Netflix?

  • 13-Jun-2019

CX leaders frequently tell me they want "Netflix-like" experiences.  What does that really mean?

I offered some thoughts on LinkedIn today...

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What Is a Real Quadrant?

  • July 16, 2019

Customers have a love-hate relationship with marketplace "quadrant" diagrams. You suspect there's something not right in the arbitrary positioning...and you're correct!...

MD