2025 Proxy Season Review: Volatility, Evolving Tactics and New Expectations for Shareholder Engagement Summary The 2025 proxy season was highly volatile: strong early activity gave way to a slowdown after the April 2 tariff announcement and further disruption when the SEC revised guidance on 13D/13G engagement rules. Authors Dan Scorpio and Sheila Ennis (H/Advisors Abernathy) […]
Narrative Contradictions: The Invisible Governance Risk Summary Craig E. Carroll of the Observatory on Corporate Reputation argues that narrative contradictions — statements that are individually true but collectively inconsistent — have become a distinct and material governance risk. These contradictions typically stem from organisational complexity, shifting priorities and fragmented accountability rather than deliberate deceit. Yet […]
Do’s and Don’ts of Using AI: A Director’s Guide Summary This Harvard Law Forum piece gives practical guidance for company directors who are using AI tools in their corporate roles. It flags key risks — accidental disclosure of confidential information, discoverability of AI chats, lost privileges when transcribing counsel conversations, and the hazard of relying […]
Digital Experience Analytics Meets AI: Rethinking Operational Reporting Summary Static dashboards and monthly slide decks are failing executives who need clear, timely sight of digital experience performance. Reporting is often filtered, overloaded with irrelevant metrics, and out of date — which hides risk and buries opportunities. AI promises to change that by providing real-time, independent […]
10 Game-Changing Innovations Outside of AI That Should Inspire CMOs Summary This piece, framed around Scott D. Anthony’s book Epic Disruptions, argues CMOs must treat disruption as an engine of progress rather than a one-off crisis. The author positions CMOs as strategic orchestrators of digital transformation — responsible not only for brand and promotion but […]
Customer Retention > Customer Acquisition. Period. Summary This piece argues that retention is not a mindset or a campaign — it is infrastructure. The author outlines the operational gaps (data, staffing, process) that prevent firms from building behaviour-driven retention systems and shows how retention must be productised: lifecycle segmentation, trigger infrastructure, suppression logic, personalisation variables […]
Reimagining the Contact Center With Smarter, Human-Centered Experiences Summary Contact centres remain one of the most important customer touchpoints. This sponsored piece argues that the best outcomes come from combining smarter technology (notably AI and GenAI) with better agent support — knowledge management, contextual data and process improvements — so agents can focus on empathy […]
Cracker Barrel’s Logo Backlash: What Marketers Can Learn From a Rebranding Gone Wrong Summary Cracker Barrel unveiled a simplified, flat logo as part of its “ALL The More” refresh intended to modernise the brand and improve digital recognition. The redesign removed the Uncle Herschel character, a beloved figure tied to the chain’s heritage, which triggered […]
What the ManningCast Teaches Us About Conversational CX Summary The ManningCast — Peyton and Eli Manning’s informal, guest-filled alternative broadcast for Monday Night Football — is a live case study in how transparency, personality and community-driven conversation create loyal audiences. The show’s candid banter, rotating celebrity guests and relaxed format make hosts relatable and pull […]
Genesys Turns Up the Volume on Agentic AI in Music City Summary At Xperience 2025 in Nashville, Genesys pushed a broad set of updates that move customer experience orchestration beyond the contact centre. Key launches include Genesys Cloud Work Automation for end-to-end case orchestration, Genesys Cloud Associate to bring field and back-office staff into unified […]
