“It will be the same brand fulfilling the same promises, fulfilling that promise of full services that they will make available through digital entities with voice, text, and video. They’re going to have to have the same brain in the back, and the same strategy and brand identity, and that manifestation will need to be optimised to meet the specific channel and specific way of interaction.”
“Information is key. Have you ever been at an airport and the plane’s going to take off in three minutes, but the plane’s not even here yet? Nobody’s made an announcement that the plane is going to be late, but you know it’s going to be late! When you give somebody information, everything gets better.”