While our lives continue to migrate online, the most engaging online content is that which is most similar to our offline lives: video-based, personalized, and real-time. We see this in the rise of consumer applications like TikTok, whose video-based social media platform zoomed past Instagram in user engagement per post (18% for TikTok compared to 4% for Instagram) and also prompted Instagram to build a fast-follow copycat video feature itself…

As the software industry has evolved from a perpetual license model to SaaS pricing models, companies have evolved in how they approach working with their customers. Delivering a wonderful customer experience is no longer limited to building a good product but extends to all customer touchpoints and ongoing customer engagement. For the best SaaS companies, these customer interactions are not a cost center but rather a critical component….

Trillions of dollars are spent annually to build, maintain, and service infrastructure globally, ranging from water treatment facilities to bridges to healthcare facilities…