The Phygital Experience

 While working with medical transportation companies, I’m often asked: Is scaling our business possible? Should we consider becoming a nonprofit? How fast should we aim to grow? And, perhaps most critically, how do we acquire both vehicles and qualified drivers? These are complex questions, and the answers often hinge on a mix of creativity, strategic planning, and unwavering commitment to service. One example of an organization successfully navigating these challenges is the Center for Independent Living (CIL) in Berkeley, CA. CIL has become a beacon of hope for individuals with disabilities, blending advocacy and practical solutions to create a business model that transforms lives. Founded in 1972, this nonprofit has tackled the logistics of accessible transportation and community support with remarkable success. Their work proves that with a clear mission and a focus on inclusion, scaling to meet the needs of your community is absolutely achievable. A shining example of their e...

Imagine a world where your digital coworker doesn't just sit around waiting for your instructions—it takes the initiative to get things done. Picture it booking flights, resolving customer issues, or even optimizing your supply chain without needing a single nudge. Sounds like a sci-fi dream, right? Not anymore. This is the power of agentic AI, a game-changing technology that's set to transform the way businesses operate. Unlike generative AI, which wows us with creativity, agentic AI focuses on execution, bridging the gap between intention and action. Advantages of Agentic AI Adoption Enhanced Productivity Salesforce’s Agentforce suite is a perfect example of how agentic AI can free up valuable time. By automating routine tasks like sales follow-ups and customer interactions, teams can zero in on high-value work—closing deals and building relationships. Productivity goes through the roof, and burnout goes down. Cost Efficiency Klarna’s bold attempt to replace human customer se...

In a fast-paced digital world, small businesses face increasing pressure to connect with customers effectively while keeping costs under control. While assisting a client in the healthcare space, I had the opportunity to introduce and ramp Bird as part of a new marketing strategy. I was impressed by the capabilities and affordability of their tech stack—a perfect fit for businesses needing powerful communication tools without the hefty price tag. Bird, formerly known as MessageBird, has emerged as a transformative force in the realm of omnichannel communication, redefining how small businesses engage with their customers. Why Bird Matters for Small Businesses Small businesses often operate with tight budgets and limited resources, making finding cost-effective and easy-to-use tools crucial. Bird’s omnichannel communication platform checks all the boxes: Affordability: In 2024, Bird announced a groundbreaking 90% reduction in SMS pricing through its APIs, significantly lowering the bar...

In a world awash with digital ads, perfectly segmented email campaigns, and meticulously orchestrated account-based marketing (ABM) strategies, you might ask: Do industry conferences still have a place in a modern enterprise’s omnichannel marketing plan? The answer, in my experience, is a resounding “yes.” Conferences offer a one-of-a-kind level of authenticity and personal connection that’s nearly impossible to replicate online. They transform your brand from a static logo on a screen into a dynamic industry player—one that listens, responds, and engages in real time. In 2023, I crisscrossed the country to attend more than ten industry events. I won’t lie, the travel was grueling, and I carried a product so challenging to position that even a legendary salesperson—one who could sell raincoats in the Mojave Desert—would’ve struggled. However, those face-to-face meetings yielded insights and relationships that no digital channel could match, helping us adapt our messaging, refine our of...

Imagine a future where the new US government administration simultaneously trims Medicare and Medicaid funds but pours cash into blockchain tech. Ironically, that very blockchain investment could help Non-Emergency Medical Transportation (NEMT) services run smoother, smarter, and more securely—proving that even budget cuts can take a back seat when efficiency is behind the wheel. How Blockchain Could Improve Services in NEMT Non-Emergency Medical Transportation (NEMT) is a vital resource that helps ensure patients—particularly those with disabilities, chronic conditions, or limited mobility—can consistently access the care they need. Yet, if you’ve been involved in the NEMT space as a provider, insurer, or patient, you know the journey to a medical appointment can sometimes feel more complex than it should. Late pickups, paperwork mountains, billing discrepancies, and occasional data security concerns often slow down progress. But what if there was a technology that could simplify and ...

  Supercharging Omnichannel Platforms with AI: The Next Level of Advertising Performance Let’s face it, in today’s fast-paced digital ecosystem, advertising can feel like juggling while riding a unicycle—on a tightrope. More channels and devices translate into more complexity, often leading marketers down the path of simple multichannel strategies: a bit of video here, some display there, sprinkle in some CTV, and hope it all pans out. The problem is,  a hypercharged “spray-and-pray” approach won’t cut it. To stand out in this crowded marketplace, we need an orchestrated approach that does more than just cast a wide net—it must adapt, learn, and deliver relevant experiences at scale. And that’s where omnichannel platforms supercharged by artificial intelligence (AI) can make all the difference. From Fragmentation to Integration It’s no secret that consumers hop between devices, platforms, and apps like never before. With streaming video, podcasts, connected TV, social media...