Eric Berridge, CEO, Bluewolf

Today, the power of shaping brand experiences has shifted to the customer — they drive the sales process and dictate when, where, and on which channels to interact with your brand. Leadership needs to shift with this change, as digital disruption and increasing customer expectations are forcing organizations to compete on the basis of customer engagement to scale. If companies want to accelerate growth and achieve business outcomes, they need to know their customers as people, not transactions, and work to develop a culture that empowers employees to drive deeper engagement.