UX

The Art of Conversation Marketing

The Art of Conversation Marketing

When we think of a marketer, we often think of someone shouting from the rooftops. I talk through why conversation marketing is more important than ever (even as the art of conversation is dying).

Learning to Experiment

Learning to Experiment

No one walks around every day setting out to prove they're wrong. With the pressure on to perform better with less resources in every industry, there doesn't feel like room for failure. 

Or is there?

This is part of a series of reflections inspired by my courses at HBX, an online business school cohort powered by Harvard Business School. With Business Analytics, Economics for Managers, and Financial Accounting, I'm learning the fundamentals of business. Find the whole series here.

Ask KL: What is Self Service?

Ask KL: What is Self Service?

Regardless of what type of tool we're working on, chances are you need to teach people how to use it. Whether that's sales enablement tools like a playbook or marketing tools like a digital platform, there's always a case for self-service. Today, we all crave the simplest, low-touch experience possible. That's the beauty of the mobile age. But translating that into enablement isn't so easy.

So, how do we enable self service across the business? What does it really mean?