Strategy / Customer experience / AI / Leadership

Human insight.
Business impact.

Perspectives on the people, experiences, and technology that help brands grow — written for marketing leaders navigating change.

Explore the writing See my experience

Featured perspective

Why Emotion is the Most Important Customer Experience Metric

Why customer sentiment and the emotional moments in a journey deserve a central place in how brands design and measure experience — and how they connect to loyalty and performance.

Topic: Customer Experience
Published by: Retail TouchPoints
Date: January 21, 2025

Read the perspective Read at Retail TouchPoints

Selected writing

Ideas for a changing business.

All writing & research

A ninja, a grey-bearded executive and a robot around a client-meeting table, with mugs labelled Adaptability, Judgment and Scale

01AI & Leadership

The Grey Beard, The Ninja, and The Robot Walk Into a Client Meeting

Experienced judgment, adaptable multidisciplinary talent, and AI each bring something the others lack. Together, in one team, they make an agency that learns faster.

LinkedInJune 12, 2026By Eddie Gonzalez

A team stands in front of whiteboards covered in sketches and diagrams during a working session

02Growth & Technology

Love the Problem, Not the Platform: How to Make Smarter Tech Investments

Evaluate technology through the business challenge and the outcomes you need — then judge it on utilization, integration, and ownership.

Advertising Week / AW360By Eddie Gonzalez

A woman lit by her phone screen at dusk beside a lake

03Data & Trust

The Data Privacy Paradox

People want personalized experiences and they want boundaries. Research on how brands can balance personalization with trust and transparency.

RazorfishMarch 2023By Eddie Gonzalez, Sam Hoffer, and Nicolas Chidiac

Selected brand experience

Brands I’ve worked with across my career.

A selection from work spanning agency roles and teams — from financial services and travel to food, retail, and technology.

Explore the full roster

Experience

Strategy that connects business, marketing, technology, experience, and commerce.

More than 20 years of marketing transformation experience. Today I lead strategy, media, analytics, and social at GlueIQ.

See my experience

Current
GlueIQ
Chief Strategy Officer
Overseeing strategy, media, analytics, and social.
Previously
Razorfish
Chief Strategy Officer, Experience and Performance
Previously
Publicis Sapient
More than a decade building and leading teams across marketing science, performance strategy, and digital transformation.

Advisory & speaking

A conversation worth having.

Exploring a challenge in brand growth, customer experience, AI, or marketing transformation? Let’s start with a conversation.

Human insight.Business impact.