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Why you should care about the product ownership experience
For most brands, this is where the carefully orchestrated customer journey quietly dissolves into a generic support queue and a link to an FAQ page.
The complete file
All stories
Reporting, analysis, and human patterns, ordered by publication date and built to be read beyond the headline.
News
Premium pricing, revolutionary claims: The celebrity wellness contradiction
Partnering with Playground CEO Catherine Magee, Aguilera was on a mission to break down the deeply ingrained social expectations placed on women.
Culture
WhatsApp commerce reveals what e-commerce platforms misunderstand
Build a proper online store first, the advice went.
Digital
The evolution from ad-supported phones to surveillance infrastructure
Lock screen ads and Amazon widgets constantly delivering promotional messages.
Digital
When platforms make infrastructure your problem
In February 2006, Eric Thomas, CEO of email list management company L-Soft, published a commentary that would prove remarkably prescient.
Digital
When your IP address becomes a barrier to opportunity
Every website visit creates a numbered trail between your device and the server you're accessing.
News
When personalization becomes expectation: why more data doesn’t mean more…
Back in 2015, personalization was emerging as a competitive advantage.
Digital
What marketers revealed when they fought do-not-track
The marketing industry's reaction was swift and predictable.
News
Why omnichannel marketing requires reorganization, not just technology
A decade later, that finding remains uncomfortably relevant.
Digital
User-generated content campaigns work best when brands acknowledge what they’re…
In 2011, Disney Parks launched what became a template for modern user-generated content campaigns.
Digital
When knowing omnichannel matters wasn’t enough to make it happen
Back in 2016, marketers loved sharing omnichannel statistics.
News
When mobile shopping happens at home, advertising acceptance becomes irrelevant
In 2012, the Interactive Advertising Bureau published findings that seemed to validate the mobile advertising industry's most optimistic predictions.
News
CRM failure rates haven’t improved in a decade: here’s why
In 2016, a Merkle Group study found 63% of CRM initiatives failed.
Digital
Why marketing and IT still can’t agree on speed
More than a decade later, this disconnect has evolved but persists.
Digital
Why innovation lost the rideshare wars and capital won
A decade later, as Waymo expands to over 20 cities and targets one million rides weekly by end of 2026, that same dynamic resurfaces.
News
The graveyard shift problem: how scheduling masks discrimination in retail
In 1999, QVC was sued by two former employees alleging their dismissals were racially motivated.