About the Authors

Nick Worth & Dave Frankland

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Nick is a marketing expert whose varied career has given him unique insights into the ascendance of digital consumer engagement. He’s worked in market research, board-level strategy, marketing technology, as a startup advisor, and, most notably, as a founder of one of the world’s first and most successful digital agencies.

With his partner, he took Schematic from a handful of people sitting at a booth in a Santa Monica coffee shop to 350 digital professionals serving some of the world’s largest companies from six offices in three countries. Schematic brought the Olympics to the web as a live and on-demand experience for NBC, took the world’s mu-seums online for Google Art Project, and designed the UI of Sony’s PS4, among many achievements. After WPP acquired Schematic, it became the foundation of the global digital agency POSSIBLE.

Marketing need not be the enemy of good customer experience Nick Worth

Nick’s other random achievements include groundbreaking voter education research prior to the first democratic elections in Mozambique and creating the first reliable public opinion polls in the Dominican Republic. His writing and production work for NBC at the 2002 Winter Olympic Games won an Emmy. He once alienated the entire city of Duluth, Minnesota, with an inflammatory article in his college newspaper. A graduate of Harvard Col-lege and Oxford University, Nick lives in London.

Dave is an independent writer, consultant, and thought leader. His research and opinions have been featured in media outlets from the New York Times and Economist to Ad Age and 1to1 Magazine. His TV appearances include CNN’s The Situation Room. He is a highly rated public speaker, having keynoted conferences around the world, and is equally comfortable addressing boardrooms and auditoriums.

TREAT EVERY CUSTOMER INTERACTION AS AN OPPORTUNITY TO KNOW AND SERVE THE CUSTOMER BETTER. Dave Frankland

Before the term Big Data existed, Dave saw the trend and cofounded the customer intelligence (CI) practice at Forrester Research. He and his team helped establish the CI role as one of Forrester’s most successful practices. He has helped executives at hundreds of companies to define their customer relationship strategy and has worked directly with many of the companies whose case studies are featured in this book.

Previously, Dave served as the chief strategy officer at Selligent, as well as in various roles at DoubleClick (acquired by Google), NRW, and Hill & Knowlton. He grew up in Dublin, Ireland, and holds degrees from the National University of Ireland, Galway; Trinity College Dublin; and the University of Stirling in Scotland. He lives in Florida with his wife and two children.