Can you give us a glimpse of your journey in the Sitecore ecosystem?

I first worked with Sitecore starting somewhere around 2010. I’ve deepened my knowledge of Sitecore over the years to the point that I was awarded the Sitecore MVP status in 2018 and have been lucky enough to retain it ever since. I explain more about my full Sitecore journey in this podcast if you’re eager to hear more: https://coresampler.fm/59.

How do you define 1:1 personalized, connected experiences? How does this approach influence your work?

To argue that a customer is wrong to expect personalised & connected experiences is like a ship’s captain complaining about the sea. Whether brands like it or not, this is what their customers now expect.

Before digital, business was all about managing scale, with standardized products, globalized process and mass marketing. That’s how industrial businesses made money. The internet changed everything by removing the constraints to personally servicing many people at once. As such, customers’ expectations have been realigned to expect personalised experiences that connect across all their moments of interaction. And they continuously vote with their wallets.

I have built my career on helping brands find their new competitive advantage through such customer experiences.

When it comes to connected experiences, what advantages do you provide clients with?

I’ve worked with brands in all different types of industries and even government organizations, and I don’t profess to be an expert in any of their internal production processes or products. The value that I add is understanding how to change the mind – and ultimately the actions – of the end customer by changing the way your customers feel about your brand and how they value your products.