This collection of articles share a few common themes. The topics draw together observations about the way that digital technologies change the way people engage with business, the arts, government and the community, and identify the ways that emerging technologies will shape our digital future.

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Sales soar when staff know the difference they make

Want to increase sales or enrolments? Don’t rely on top-down leadership alone. Make sure that your contact staff understand the emotional needs of the prospect and see the difference that their efforts make. According to Fast Company, it’s all about ensuring that your...

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How H&M forgot 1.4 million Facebook fans

On the morning of Jan 6,2011 the New York Times New York edition ran an article claiming that the world’s 3rd largest fashion chain had intentionally and systematically damaged and dumped unsold stock outside its 34th street outlet. In a city where the economic crisis...

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The myth of the monogamous consumer

The blending of online and bricks and mortar operational models continues to gain momentum. In a previous post I wrote about Trendhunter's Top 12 trends for 2013 and the notable appearance of the emerging trend of Virtual - Physical at number 8. Whilst it is easy to...

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Ecommerce moves back into retail – where it belongs

The biggest and brightest online entities continue to trial new ways to blend the best aspects of the retail and online experience. This is particularly so for high touch or high risk products, such as education, prestige and luxury goods where the online experience...

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Sell by fear and you generate dread

I recently read an article in a leading business magazine about the perils of the supposedly brave new world of social media. Whilst the main article was interesting in itself, what grabbed my attention was a relatively small complementary piece running immediately...

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Social brand monitoring – Six considerations for DIY

Consumers calling into the social wilderness increasingly expect the brands that they interact with to answer back. More and more, our brand tracking uncovers evidence of growing frustration and a new kind of social consumer expectation. Increasingly, tweets ask if...

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