In the Market
In the Market: Recent Work
We customize each engagement to meet the needs of our clients. To get a sense of what it might look like to work together, here are a few examples of recent collaborations:
- E-commerce strategy for successful luxury retail brand. Developed a differentiated e-commerce strategy to acquire new customers and deepen relationships with existing customers. We worked with leadership to embed digital as a capability in the organization, including hiring internal and external resources and co-developing metrics for tracking success. Revenue doubled in the first month after relaunch.
- Agency 3.0 Digital Transformation. Worked with 15 advertising and marketing services agencies at a major holding company to enable them to respond more effectively to the opportunities and threats of new media and digital technologies. Some agencies needed product and service innovation, while others addressed the realities of transitioning talent. We worked with CEOs and their executive teams to create and roll out systems for measuring growth against these new strategic objectives.
- Go-to-market strategy for software start-up. Supported consumer Internet start-up during pre-launch by refining offerings with our user-centric design approach. We applied our proprietary methodology, Customer Pathways, to develop a multi-channel marketing strategy, including identifying key customers, defining core messages, and determining budget allocations.
In the Market: Recent Events
Andrew Heyward and Michael Wolff discuss “The Future of Influence and Persuasion” at Thomson Reuters, moderated by Richard Tyson
New York, New York, May 9, 2011
Disruptive platforms, technologies and disciplines such as social networks, gaming and behavioral economics have forever changed the role information plays in the influence and persuasion of people and politics. As marketers, advertisers, public relations professionals, communicators and gatekeepers, we stand at the forefront of this profound reshaping. Tyson of Helsinki Group moderated the discussion conversation with Heyward and Wolff about this new world order and the impact it will have on our personal and professional lives.
Andrew Heyward moderating the The Fourth Estate in a Digital Democracy
New York, New York, March 4, 2011
As recent events in the Middle East demonstrate the dramatic impact of social media on journalism, the Media Council convened 20-25 leading journalists, news executives, and educators to discuss whether the news media are serving the public interest in our digital democracy. Andrew Heyward moderated the panel.
Andrew Heyward moderating the New York OMMA “Future of Media” Forum
New York, New York, September 29, 2010
Andrew Heyward moderated as prominent executives from all sides of the media business discussed and debated the industry’s future. Panelists included:
- Trevor Kaufman, CEO, Schematic
- Laura Lang, CEO, Digitas
- John Ross, IPG Emerging Media Lab
- Paul Rossi, Managing Director, The Americas, The Economist Group
- Hilary Schneider, EVP, Americas, Yahoo!
- Evan Williams, Co-Founder and CEO, Twitter
- Fred Wilson, Co-Founder, Union Square Ventures
- Michael Wolff, Columnist, Vanity Fair
- Lauren Zalaznick, President, NBC Universal Women and Lifestyle Entertainment Networks
Andrew Heyward moderating the San Francisco OMMA Global Conference Panel, “Free vs Paid: Big Media Bluff?”
San Francisco, California, March 17, 2010
Andrew Heyward moderated the debate about the viability of “pay walls” to supplement shrinking advertising revenues for online publishers. Panelists included:
- Merrill Brown, Senior Strategist, Press+ (Journalism Online, LLC)
- Greg Coleman, President and Chief Revenue Officer, The Huffington Post
- Laura Martin, Managing Director & Senior Analyst: Entertainment, Cable, Media, Needham and Company
- David Moore, Chairman and Founder, 24/7 Real Media, Inc.
- Brian Sugar, CEO & Publisher, Sugar, Inc.
Jeffrey Rayport at the nGenera SEC Summit
Bluffington, South Carolina, November 9, 2009
Jeffrey presented on “Customers 3.0: Winning in a Demand-Scarce World.” When you get beyond the hype about Facebook and Twitter and about digital and social media, an essential reality becomes clear. The customer has changed. In software lingo, you could call it a “new release” of the customer. Businesses are facing a “newly-configured” customer who is empowered by near-infinite choice among world class goods, services, and brands, accentuated by substantial overcapacity on the supply side (and a paucity of demand created by a global recession); near-infinite information about purchasing options and pricing through an expanding array of digital devices; and unprecedented levels of consumer control over media, messaging, and peer-to-peer communication. How to compete successfully in this new demand-scarce world requires a lot more than a “social media” strategy or a “digital guru” directing activities behind the scenes. Starting with an understanding of how the customer has changed, we believe business leaders must embrace a new set of strategic principles to drive customer (or consumer) engagement in a ubiquitously networked world.
Jeffrey Rayport at CTAM Europe: EuroSummit ’09, the Cable Marketing Conference
Lisbon, Portugal, September 24-25, 2009
Jeffrey F. Rayport argued that consumer experience of broadband video (on PCs and mobiles) is creating new challenges for pay-TV providers in competing for consumers in an attention-scare and ubiquitously networked world. He shared ideas about how Pay-TV operators and cable networks in Europe must move beyond a singular focus on providing better functionality (as distributors) or better shows (as content companies) to raise viewer engagement, satisfaction, and ultimately loyalty. Keeping pace with alternative delivery systems, like video over broadband, will require unique forms of collaboration between distributors and networks in the months to come.
Jeffrey Rayport on What Cable Companies Need to Do to Engage Customers
Boston, Massachusetts, November 10, 2008
Jeffrey Rayport was the keynote speaker at CTAMs 2008 conference, Cable’s Next Wave of Service Innovation: Why Context is King.
Consumers are no longer satisfied with just accessing cable company video content; they increasingly want control over the context in which they experience it. That’s according to Jeffrey Rayport, speaking at the Cable & Telecommunications Association for Marketing (CTAM) conference in Boston. The marketing consultant, textbook author and former Harvard Business School professor, told cable executives that they must reinvent their industry as “Cable 3.0″, and create the digital tools needed to empower its end users.
Scion’s Marketing Story: As You’ve Never Heard it Before
Jeffrey Rayport retold the story of Toyota’s successful launch of the Scion as a lesson in how companies can create deep, meaningful relationships with consumers by rethinking engagement at every level of the purchase and ownership experience.
Software & Information Industry Association, Executive FaceTime with Andrew Heyward
Webcast, November 19, 2008, 12pm-1pm
Executive FaceTime webinar series features one-on-one conversations with industry leaders, this time with our very own, Andrew Heyward.
Andrew Heyward at the AlwaysOn & STVP Summit at Stanford
Frances C. Arrilaga Alumni Center, Stanford University, Palo Alto, California, July 22-24, 2008
The AlwaysOn & STVP Summit at Stanford is a two-and-a-half-day executive gathering that highlights the significant economic, political and commercial trends affecting the global technology industries. The Summit features the most innovative companies, eminent technologists, influential investors and journalists in keynote presentations, panel debates and private company CEO showcases. The AlwaysOn & STVP Summit at Stanford’s goal is to identify the most promising entrepreneurial opportunities and investments in the global tech industry. Andrew Heyward moderated a panel discussion about the integration of citizen journalism into mainstream media.
View this video clip of Andrew Heyward, interviewed by Andy Plesser from Beet.TV, sharing his opinion on the future of online video.
American Association of Advertising Agencies, 2008 Account Planning Conference
Loews Miami Beach Hotel, Miami Beach, Florida, July 21-23, 2008
The 2008 Account Planning Conference is a continuation of the planning experience and the beginning of the next conversation and future of planning. Jeffrey Rayport is among the list of creative leaders and innovative thinkers who offered their unique perspectives on crafting concepts and content.
BSG Concours IT/HR/FEC Summit, Challenges and Levers of Contemporary Competition
The Resort at Squaw Creek, Olympic Valley, California, July 14, 2008
Jeffrey Rayport discusses how in today’s intensely competitive markets, companies compete increasingly on what they sell as much as on how they sell it. Offerings become commodities, pricing power erodes, and margins shrink. That puts a premium on a new frontier of competition that goes beyond specific offerings to achieve differentiation in how a firm manages interactions and relationships with its customers.
Harvard Business Conferences, Meet Customers 3.0 Executive Summit
The Metropolitan Club, New York, New York, June 18-19, 2008
Meet Customers 3.0 – they may look like the people to whom you’ve always marketed your offerings, but they are transforming their relationship to your business radically. Power has shifted: Customers 3.0 are dictating not only when, where, and how they buy but also how they want to interact with each and every brand and on what terms. Like it or not, they are changing the nature of the buying process – and that means they’re in control of how you will sell. Jeffrey Rayport and Andrew Heyward were the keynote speakers.
Lexus, 2008 Elite of Lexus
Park City, Utah, June 8-11, 2008
Jeffrey Rayport facilitated a discussion among top Lexus executives about the future of Lexus. Following that, Rayport engaged Richard Branson in a “fireside chat” about his experiences in the business world.
HSM Brasil, World Marketing and Sales Forum, Customer Experience as the Next Frontier of Competitive Advantage: Reconfiguring Services in a Networked World
Sao Paulo, Brazil, June 2, 2008
Jeffrey Rayport led a discussion on how drivers of relationship management such as customer and employee experience, innovative technologies, and operational excellence lead to greater sustainable value and advantage.
Argyle Executive Forum, 2008 Leadership in Media
Princeton Club, New York, New York, May 7, 2008
The Forum brought together around 150 CEOs & Board members of public and private large cap and mid cap media, publishing and interactive entertainment corporations, complementary areas of executive leadership (CFOs & COOs, etc), and select founders / senior managing partners of investment firms. Andrew Heyward was the keynote speaker.
T-Mobile Partner Summit, Managing in a Service-Dominated Economy
Loews Lake Las Vegas, Henderson, Nevada, April 8, 2008
Convergys Live Webinar with President Andrea Ayers and Jeffrey Rayport
April 1, 2008, 2pm-3pm
Jeffrey Rayport and Convergys President Andrea Ayers explored the concepts detailed in Rayport’s book Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers and link them to Convergys’ relationship management approach. This webinar offered ideas for strategically managing employee and customer relationships to maximize their value in a world where the customer is increasingly in control.
The McGraw-Hill Companies 2008 Media Summit
McGraw-Hill Building, 49th St. & 6th Ave., New York, New York, March 12-13, 2008
The International Conference on Media, Advertising, Television, Cable & Satellite, Broadband, Mobile, Publishing & Radio Magazines, News Media, Motion Pictures and Marketing. Andrew Heyward moderated a roundtable discussion about social media and user generated media.
Lexus Southern Dealer Meeting
Mandarin Oriental, Miami, Florida, March 6, 2008
iMedia Connection, Brand Summit Winter ’08
Hyatt Regency Coconut Point, Florida, February 10-13, 2008
The Brand Summit’s primary goal is to bring together brand marketing executives with peers and solution providers to share ideas and tackle hard issues surrounding the integration and application of interactive media in their overall marketing mix. Jeffrey Rayport presented the opening keynote.
Growth Worknet East Coast Chapter Meeting
The Financial Times Building, New York, New York, February 4, 2008
Jeffrey Rayport discussed how the current marketing landscape was evolving, how to manage integrating old channels with new channels, and what the internal change management requires to integrate new channels.
Vision Council of America Executive Summit, Thinking and Executing Strategically
Ritz-Carlton Golf Resort, Naples, Florida, January 23-25, 2008
Cline Davis & Mann, 2008 SSCG Vision Meeting, Competing on the Next Frontier of Advantage… Marketing in a Multi-Channel World
BB King Club, New York, New York, January 22, 2008
Rayport focused his talk on using technology as an advantage to marketing and competing in the healthcare industry.
Convergys Executive Forum at Sundance, The Future of Relationship Management
The Chateaux at Silver Lake, Park City, Utah, January 18, 2008
Jeffrey Rayport led a discussion on how drivers of relationship management such as customer and employee experience, innovative technologies, and operational excellence lead to greater sustainable value and advantage. Rayport also conducted an open panel discussion on these topics.
Young Presidents Organization, The Internet Event
UCLA Anderson School of Business, Los Angeles, California, January 16, 2008
Jeffrey Rayport led a discussion on the modern wired world of today and the future. He explored social and personal issues surrounding Internet sites like MySpace and Facebook and discussed how the evolution of the Internet affects each of us and our families.
WBZTV.com, Fulfilling The Promise Of The Web: MITX Fireside Chat With Jeffrey Rayport
WBZ, Cambridge, Massachusetts, January 15, 2008
Host Josh Bernoff of Forrester Research interviews some of the leading thinkers in digital media who reveal their insights and predictions into how changes in people’s behavior are rewiring the media world. In this series, Jeffrey Rayport and others shared perspectives on how technology has transformed the media landscape, how consumers are leading the charge with social media, and what the media world should do to stay on top.
iMedia Agency Summit, The New Rules of Engagement: Re-Inventing Content in a Networked World
La Quinta Resort & Club, La Quinta, California, December 3, 2007
The digital media revolution has dethroned much conventional wisdom of brand managers and agencies. Andrew Heyward toured the rapidly shifting landscape and vital strategies for survival and success.
Council of Public Relations Firms, 2007 Critical Issues Forum, The Consumer’s in Control: Now What?
Bridgewater, 11 Fulton Street, at the South Street Seaport, New York, New York, November 8, 2007
2007′s Critical Issues Forum explored what companies and brands need today and what role public relations can play. It examined the impact of consumer-generated content, word-of-mouth techniques, social network sites and transparency across multiple stakeholders. Jeffrey Rayport drew comments from the panelists and experienced public relations professionals in the audience to build a fast-paced feedback loop and a “wiki-perspective” on the future opportunities and challenges for the public relations discipline. New to the forum was Andrew Heyward, former president of CBS News.
* Jeffrey Rayport previews the November 8th Critical Issues Forum
Rompetrol, Senior Management Meeting, Putting Your Organization’s Best Face Forward
Mamaia, Romania, October 25, 2007
Jeffrey Rayport delved into the serious business of offering remarkable insight on how online business strategy works, how it differs from (or mirrors) the pre-Internet era and how information can be leveraged to build a successful 21st-century company.
GSI Commerce Annual Partner Summit, Meeting of the E-Commerce Minds
Atlantic City, New Jersey, October 9, 2007
Leading retailers, brands and industry experts explored strategies that will shape the next wave of e-commerce. Jeffrey Rayport began the session keynoting the intersection of retail and technology and presented solutions for deepening consumer engagement in the evolving digital frontier.
Concours Group IT-LC CIO Summit, Economic Realities and Business Opportunities: Envisioning the Next Frontier for CIOs – Or Why Your CMO Needs You Now More Than Ever
The Sanctuary at Kiawah Island, Kiawah Island, South Carolina, July 31, 2007
Jeffrey Rayport described a customer service “leap of faith” that involves putting long-term relationships ahead of short-term profits – something most firms are unwilling to do, but one that’s necessary in today’s market.
Lexus, 2007 Elite of Lexus
The Inn at Spanish Bay, Pebble Beach, California, April 23, 2007
Jeffrey Rayport facilitated a discussion among top Lexus executives about the future of Lexus. Following that, Rayport engaged Robert Redford in a “fireside chat” about his experiences in the business world.
Microsoft Alliance Partner Summit, Why Every Company Is A Media Company
The Westin Seattle Hotel, Seattle, Washington, April 18, 2007
Digital technology is famously roiling the media industry with the rise of consumer-generated media, social networking, peer production, virtual environments, and broadband video, not to mention a multiplicity of new delivery channels. Such proliferation of sources, formats, and platforms has turned media business models on their head; the resultant disruption is also rapidly becoming *every* company’s challenge. No longer are typical “go-to-market” strategies limited to the traditional elements of the marketing mix. Increasingly, firms compete for customers and consumers alike through the deployment of countless new strategic touch points — websites, kiosks, voice response units, mobiles, and interactive advertising — that are critically dependent on digital technology. For any company to win over customers in this new environment, someone must make sense of the complexity. Jeffrey Rayport was the keynote speaker.
Ford Management and Marketing Services, Inc., Growing Your Business in 2007
Townsend Hotel, Birmingham, Michigan, April 17, 2007
Microsoft Global Accounts Summit, Why Every Company Is A Media Company
Hong Kong, April 13, 2007
Digital technology is famously roiling the media industry with the rise of consumer-generated media, social networking, peer production, virtual environments, and broadband video, not to mention a multiplicity of new delivery channels. Such proliferation of sources, formats, and platforms has turned media business models on their head; the resultant disruption is also rapidly becoming *every* company’s challenge. No longer are typical “go-to-market” strategies limited to the traditional elements of the marketing mix. Increasingly, firms compete for customers and consumers alike through the deployment of countless new strategic touch points — websites, kiosks, voice response units, mobiles, and interactive advertising — that are critically dependent on digital technology. For any company to win over customers in this new environment, someone must make sense of the complexity. Jeffrey Rayport was the keynote speaker.
Consumer Healthcare Products Association, 2007 Annual Executive Conference, Managing in a Service Dominated Economy
Ritz Carlton, Naples, Florida, March 17, 2007
Today’s globalized world is characterized by an increasingly rapid cycle from innovation to commoditization. Jeffrey Rayport provided the audience with recommendations on how to survive and succeed in such a world.
Nationwide Financial Awards Conference, Managing in a Service Dominated Economy
The Broadmoor Resort, Colorado Springs, Colorado, March 15, 2007
Service automation is here. In a world of global information networks and myriad digital devices, firms are grappling with three simultaneous complications to realize these service productivity gains: substitution (of capital equipment for human labor), complementarity (of human and machine labor), and displacement (of human or machine labor from service delivery). The result is an ever clearer imperative – the need to redesign systematically how companies deliver services to their customers and, in so doing, perform an intelligent division of labor between people and machines.
Online Publishers Association 2007: Global Online Media Conference, Forum for the Future
The Landmark, London, March 7-9, 2007
OPA Forum for the Future brings together thought leaders from around the world to discuss topics of global import to the media business. Jeffrey Rayport moderated as the audience took the stage. Staying Competitive; what do you believe is the right strategy?
The Concours Group Senior Executive Summit, Managing in a Service Dominated Economy
The Lodge at Pebble Beach, California, February 27, 2007
This Senior Executive Summit explores actionable techniques for surviving and thriving in a service economy. Jeffrey Rayport described a customer service “leap of faith” that involves putting long-term relationships ahead of short-term profits.
SpeechTEK West 2007, Unleashing the Potential of Speech Technology. Speech Leads the Way: The New Frontier in Service Automation
Hilton, San Francisco, California, February 21-23, 2007
No longer is it enough to deploy automation to deliver functional efficiency and effectiveness. It’s crucial to design systems that appeal to customers on emotional dimensions and to build bonds between companies and customers that express their brands and build lasting relationships. It’s what great service people do, and technology today can do it, too. Jeffrey Rayport discussed the question of how.
VNU Fine Jewelry CEO Summit, Developing an Online Strategy
Grand Hyatt, Atlanta, Georgia, February 22, 2007
Like it or not, every company is competing as a multi-platform media company. For leading brands to win over customers in this new environment, executives must make sense of this high-stakes intersection where corporate strategy meets multi-channel media.
Fortune Innovation Forum, Innovative Experiences: Brand, Customer Experience, and Technology
New York, New York, November 29-30, 2006
As buyers’ tastes change, attention spans shorten, and levels of sophistication increase, businesses must lead or adapt. What experiences — online, in person, in every interaction — do you provide for your customers? Are you making best use of the tools and approaches available? How can you cut through the noise and differentiate yourself as a real innovator when everyone is making the same claim? Jeffrey Rayport moderated as such topics were discussed.
Online Publishers Association Summit, The Multiplatform Future
Biltmore, Phoenix, Arizona, November 1-3, 2006
Jeffrey Rayport spoke about competitive strategies for content sites — an updated report card. He discussed where progress has been made over the past ten months and what media companies need to do to remain competitive.
Microsoft Senior Information Technology Officer Summit 2006
Microsoft Corporate Conference Center, Redmond, Washington, November 1-3, 2006
In the spirit of our highly-regarded CEO Summit, SITO Summit brought together technology leaders from the world’s most powerful companies in an innovative and interactive format. We fostered sharing of cross-industry perspectives and best practices relating to challenges you and your CEO face by incorporating key learnings from the May 2006 CEO Summit.
Council of Public Relations Firms, 2006 Critical Issues Forum, Achieving Engagement in a Post Mass Media World
Princeton Club, New York, New York, November 2, 2006
As marketers grow frustrated with traditional ways of building relationships, there are new, alternative channels. The Council of Public Relations Firms will convene its first-ever immersion session which will define the opportunities, threats and strategies facing the public relations industry at this critical juncture. Jeffrey Rayport acted as moderator.
Nuance, Conversations 2006 and Conversations Mobile
October 22-25, 2006
Conversations 2006 and Conversations Mobile 2006 bring together thought leaders in speech applications and devices, content development, consumer research, and wireless communications for one spectacular event aimed at taking your organization to the next level.
Retail Council of Canada operates STORE, Marrying People and Machines, How to Automate Services Without Kissing Your Customers Goodbye
June 5-6, 2006
Canada’s Retail Conference delivers an innovative and interactive environment where retailers can come together to hear from their peers and industry experts, discuss issues of common concern, and exchange information and best practices. Over 700 retail executives, suppliers and vendors attend the two-day event. Jeffrey Rayport was the keynote speaker.
Archived version of AMA Webcast Featuring Dr. Jeffrey F. Rayport, Marketing Through People and Technology to Orchestrate Breakthrough Customer Experiences
February 2, 2006
View Jeffrey F. Rayport’s recent webseminar on Best Face Forward: Marketing Through People and Technology to Orchestrate Breakthrough Customer Experiences sponsored by Monitor Software and the American Marketing Association. This free, one hour seminar originally aired on February 2th, 2006. Jeffrey F. Rayport provided strategies for better understanding and serving your customers. He discussed case studies, highlighting the techniques that companies like ING Direct, QVC, and JC Penney use to drive satisfaction, loyalty, and profits.
Live Seminar, Improving Customer Experiences for Competitive Advantage: Winning Customers with People and Technology
The Metropolitan Club New York, New York, November 10, 2005
An Executive Symposium featuring Jeffrey Rayport, produced in collaboration with Harvard Business School Publishing Corporation, Nuance Communications, and Aspect.
Experian Vision Conference, Managing in a Service-Dominated Economy
Chandler, AZ, October 24, 2005
Co-author of Best Face Forward, Jeffrey Rayport delved into the serious business of offering remarkable insight on how online business strategy works, how it differs from (or mirrors) the pre-Internet era and how information can be leveraged to build a successful 21st-century company.
European Venture Capital Association Technology Conference, Best Face Forward- The Second Internet Revolution
Princess Sofia Hotel, Barcelona, Spain, October 19, 2005
This year’s second keynote speaker at the EVCA Technology Investment Conference was Jeffrey F. Rayport. In business and academic circles he is widely considered as one of the leading experts on the impact of new information technologies on companies’ service and marketing strategies.
Asia Business Leaders Forum 2005, Improving Customer Experiences for Competitive Advantage: Winning Customers with People and Technology
Pan Pacific Hotel, Singapore, October 17, 2005
Omnicom Media Division EMEA Conference, Best Face Forward
Malta, September 29, 2005
Improving Customer Experiences for Competitive Advantage: Winning Customers with People and Technology
University Club of Chicago, September 19, 2005
An Executive Symposium featuring Jeffrey Rayport produced in collaboration with Nuance Communications.
Google Book Club, Best Face Forward
Google Offices, Mountain View, California, July 25, 2005
Monitor CEO Dinner, Best Face Forward
Zurich, Switzerland, June 23, 2005
Monitor Thought Leadership Series, Best Face Forward, Why Companies Must Improve Their Service Interfaces With Customers
Frankfurt, Germany, June 2, 2005
CMO Webcasts, Innovative Influencers: Why Your Customer Interface Is Your Next Competitive Edge
June 2005
Jeffrey Rayport talked about why, in an age when products and services become commodities overnight, the way you touch your customers makes all the difference in the world.
Archived version of Jeffrey Rayport’s free Microsoft Web Seminar on Best Face Forward
View Jeffrey F. Rayport’s recent webseminar on Best Face Forward sponsored by Microsoft Office Live Meeting. This free, one hour seminar originally aired on May 24th, 2005. It provides an overview of consumer behavior changes and technology trends driving the front office revolution, key principles to build and sustain interface-based competitive advantage, and how some companies have met the challenge.
Navisys, Leveraging IT for Business Expansion
Ritz-Carlton Hotel, Naples, FL, May 19, 2005
Improving Customer Experiences for Competitive Advantage
Winning Customers with People and Technology
Ritz Carlton, San Francisco, April 12, 2005
An Executive symposium featuring Jeffrey Rayport Produced in collaboration with Nuance Communications and Harvard Business School Publishing.
