Responding to Context: Using data to design experiences that care about customers  
2016, Talk, Social Media Week London

The digital landscape is in flux, we need to design and manage customer experiences to dynamically target audiences and respond in realtime.

Sadly, the avalanche of data available to brands who deliver products and services results most often in spam and hassle, when it genuinely offers a chance to cut through at the right moment, offer help, deliver a frictionless experience, respond in the moment with the right thing, and make the world a better place.