Almost everyone I know can describe the future of their industry. In this future, brands know their customers. They personalize their experience. They reward their loyalty. Brands create smarter products that use connectivity and sensors to mold themselves to our lives and inspire us to be at our best. They are powerful tribal leaders of the digital and physical communities that rally behind them. They have managed to create seamless fluid experiences that meet every expectation and desire, no matter how minor or personal. Read more

I had one of the most pleasant digital encounters with a brand last week. It was with Bergdorf Goodman. Read more