Jeanne Bliss

“You KNOW ME”: The high-tech / high-touch growth formula that makes business soar

AI, Platform economics, Real-time analytics

Do you remember the hoopla about a million years ago when The Ritz Carlton began saying, “Welcome back” to guests who had stayed at their properties before? At the time, this level of personalization was the pinnacle of customer service, magical even. In the digital age, it’s table stakes. Today, we expect the companies we ...read more


The role of technology in making your customer experience a respect-delivery machine

Platform economics

  Here’s what your customers want. They want options that respect their time, their preferred methods of communication, and their constantly changing mode for interacting and transacting with companies. Sometimes they want retail, sometimes they prefer to engage and buy using the internet.  Sometimes they will engage in retail and online or chat at the ...read more


Lemonade Insurance: Powering rapid growth through radical transparency and technology

AI, Mainframes, Platform economics...

A new way of doing business The most admired companies are reversing the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships in which both sides win. Customer and company alike are better off because they are in each other’s lives. These companies ...read more