The gap between client centricity as strategy and as an operating system shows up quickly. Leaders talk about putting clients ...

Founder and CEO at Theory+Practice — deploying AI tools in Retail and Finance to create intelligent customer engagements which drive value. Every AI journey is unique, and success depends on many ...

Customer-centricity is the discipline of attempting to see things from the customer’s viewpoint rather than from your own, including the essential understanding that those who are “in the business” ...

‘Build it and they will come’, they said. First, who exactly is ‘they’? Second, it looks like ‘they’ were wrong, at least in today’s highly competitive world of consumerism. Traditionally, companies ...

While I labor mightily over the Watchlist submissions (with a few surprises so far -- more than last year), I am continuing to keep you informed with weekly guest posts from prominent thinkers in ...

Words matter. In the pharma industry, “patient engagement” and “patient centricity” might seem like interchangeable bits of corporate jargon. But the difference between them is not like the choice ...

AI thrives on data but feeding it the right data is harder than it seems. As enterprises scale their AI initiatives, they face the challenge of managing diverse data pipelines, ensuring proximity to ...

One of the hottest topics shaping the world of pharmaceuticals and medicine is patient centricity. How can the industry better engage with the people who rely on its products and services? Will better ...