"There’s no such thing as omni-channel ... It’s about understanding each channel’s role in the experience."
"I don’t care what industry you’re in, whether it’s B2B, whether it’s banking, whether it’s retail, whether you’re trying to sell an experience. It needs to be seamless for the consumer no matter what they’re trying to accomplish when they’re interacting with you."
"This is six years ago. Facebook didn’t exist, Twitter was a sound, the cloud was in the sky, 4G was a parking place, LinkedIn was a prison, and Skype was a typo. That all happened in the last six years. We have a social networking site of Facebook with one billion users and data flowing in between consumers all day. It’s up to us as marketers to use that data effectively and to use it for this life cycle so that we can deliver segmented messaging to consumers based on the channel they want, whether that’s mobile, social or e-mail."