“My job is making sure the customer is at the heart of everything we’re doing across all our initiatives,” Robyn Duda, VP of brand strategy & experience design for event-giant UBM, told us Monday on Day 1 of SIIA’s Business Information & Media Summit (BIMS) here in warm and friendly Fort Lauderdale, where winds of change swirled outside and in. That means focusing on instant gratification, Duda said. “It’s the biggest disruptor we have in business now, especially in B2B.” After describing her own such coming-out party with House of Cards—“The next one starts automatically in 20 seconds! I watched every episode in a week.”—Duda said, “that’s the expectation of society now. ‘I want it now. I can do it now. I can watch it now. I can eat it now.’ That has been B2C but it has transformed to the B2B side too now.” In this cruise-ship driven locale, a few themes clearly floated to ...

Today’s guest post is contributed by Waterstone Management Group. Waterstone is a boutique management consulting firm that helps technology companies and investors create measurable value by identifying and capitalizing on disruptive growth opportunities and by driving excellence in Services, Cloud and Customer Success. Follow Waterstone on twitter @WaterstoneMG, or sign-up for their quarterly newsletter to receive visionary insight. more