David Stallsmith

I doubt you’d be surprised to hear that the US healthcare system is not in great shape. News reports remind us often that the $3.5 trillion behemoth is the world’s largest and most costly—and yet far from the most effective. The US spends twice per capita on healthcare compared to other leading economies, even as […]

Does your company share a single, objective view of your customers? Are teams adept at sharing customer insight across the organization and encouraged to do so? Does your brand present a consistent, unified face in all channels? If you said anything other than “yes,” your silos may be showing. Over the weekend I dug into Gillian Tett’s The […]

What’s the biggest issue preventing your organization from starting a digital transformation program? Last week, my colleague Michael Porter and I hosted a webinar in which we posed that question to our audience. From choices like attaining funding, securing executive buy-in, staffing the right team and others, we learned that demonstrating return on investment (ROI) was their top challenge. Not surprising, considering the time and […]

Who’s the most important marketing person at your company? Your CMO? Someone on her team? Maybe your CEO? What about your CIO? While your Chief Information Officer isn’t likely to craft your next campaign, the impact he or she has on customer experience is becoming more direct and more critical every day. The reason is […]

Last week, I ventured to Anaheim, CA, for Forrester Research’s Why Good Is Not Good Enough conference. I wanted to find out how, in a world of same-day e-commerce, self-driving cars and ubiquitous Wi-Fi, the stewards of the world’s top brands were managing to keep their customers happy. Across the two days, mic’ed-up presenters and tweeting […]