In the coming weeks and months, I’ll be writing more about innovation — especially as it relates to the customer experience. There’s a pretty amazing equation happening right now: massive technological change + a global pandemic = exceptional changes in consumer behavior. How can I not want to talk about that?

A lot of that massive technological change is driven by mobile devices. Want to know what else is driven by mobile, the computer system processor market. You may not be aware, but a multi-billion dollar company we rely on every day is, for about the first time in its…


Photo from Nathan Dumlao on Unsplash

I failed recently. I’m disappointed by it because I this failure occurred with one of my favorite clients. These things happen, sure, and it caused me some discomfort, initially. On the other hand, it has caused me to reflect on my role in what went wrong and I’d like to share what I learned.

My client is in an interesting space and in a unique — and perhaps enviable — position. Where lots of companies are readying themselves to pursue investments in emerging technologies, this company is pretty well experienced with them. They’ve been using various forms of technologies like…


I wrote this post a few years ago and put it on Tumblr. I can’t imagine Tumblr is going to be around much longer and I didn’t want to the post to disappear as the idea presented still has merit. It’s far outside of what I generally write about so forgive that, please. Very much a topic worth addressing, though. I’m copying the original post verbatim and without updates.

I wrote something recently and decided not to share it. I figured it was a bit too controversial. Then, I came across this video from “What Would You Do?”. …


Sticker loot from the conference

A few years ago I fell in love with data. I learned Python and started playing around with machine learning algorithms — working to understand not just the technology but the math behind the various algorithms. As a physics major, the math was fascinating. As someone two decades past college, however, the math was also really hard. Thankfully, having a rock solid understanding of the math underpinning machine learning and artificial intelligence isn’t critical to applying the technologies to marketing and the customer experience. What matters is taking action and putting these technologies to work for you and your customers.


Have you ever met a marketer who didn’t want to know more about their customers? Me either. Marketing 101 teaches you the more you know about your customer the better able you’ll be to engage with and sell to them. That was true before we knew we should be concerned about the variety, velocity and volume (the 3Vs) of data. Marketers have always known there were nuggets of gold that could make or break their programs.

Knowing you need nuggets of gold, however, and actually doing the analysis to find those nuggets are two different things. Indeed, the hardest part…


“Stop what you’re doing cause I’m about to ruin the image and the style that you’re used to…” — Shock G as Humpty Hump

I keep coming across this online ad for a digital asset management (DAM) company reminding me that DAMs are one of the four core essential pieces of the marketing technology stack. The other three critical components (according to this company)? Marketing automation, content management systems (CMS) and customer relationship management (CRM).

I agree with those last three. I’d even concede that DAMs are very important in lots of corporate environments. …


Everything used to be so difficult. I’ve been doing this long enough to remember when launching an email and hosting a web site was overly complicated.

Times have changed. An ever increasing list of technology options have made the world a more efficient place. The thing is, they’re only valuable when marketers take advantage of them.

I had a conversation recently with a marketer who was preparing to launch a new site. There were some behaviors on the site they weren’t quite sure about. I suggested using Google Optimize to A/B test variants and learn what works best. …


Just One More and It Will Be Perfect…

Have you ever noticed how much people hate pill pusher doctors? The type of physician that prescribes a pill for every ailment? When all is said and done, patients have 15 medications and, for some reason, remain sick. It makes no sense.

Yet, that’s exactly what happens with marketing technology. Marketers rely on consultants who recommend (prescribe) a robust technology stack (medications). Trusting their gurus, marketers spend their capital with an expectation of relief (e.g., better performance, higher ROI, etc). Sometimes that happens but too often it doesn’t.

The truth is, marketing…

Talib Morgan

I am The Innovation Pro. I help enterprise teams innovate their customer experiences with emerging tech in an effort to drive customer commitment and growth.

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