DEREK KOPEN

Contributed Articles

Digital Love: Hacking the System

DEREK KOPEN SapientNitro JULIE CAPRON Manifest Digital According to John Lennon, “All you need is love…” Do these words still hold true? What happens when society, family, or friends don’t approve? Or when cultural values make finding love feel awkward or taboo? Digital has forever changed what is accepted and expected in the world of dating; however, even online platforms do not always enable everyone’s expression of love. Despite these obstacles, in-love audiences are hacking societal constructs through social media to find love on their own terms. They are manipulating the intended uses of social media platforms in unique and unexpected ways to express love – especially when this need is unmet in real life. Derek Kopen and Julie Capron see an opportunity for brands to learn from these hacking behaviors by examining what these hacks tell us about people, their motivations, and what it truly means to build meaningful connections. Julie Capron A Director of Strategy at Manifest, Julie utilizes her experience and passion...

The Concierge Diaries: Research by Analogy

DEREK KOPENSapientNitro The Concierge has been a ubiquitous staple of the service industry for centuries. How has this industry stood the test of time, and what can we learn from the analog Concierge that might inform better digital experiences? Is there a ‘secret-sauce’ that can be applied to other channels? In today’s self-service world, customer service personnel are being marginalized. As these individuals disappear, brands are increasingly claiming they offer digital Concierges in an attempt to reestablish longed-for human connections. But can digital Concierges ever equal their human counterparts? Derek Kopen sees an opportunity to learn from the century-old craft of the hotel Concierge and examine how looking at analogies can inform digital strategy. Through his Concierge research, Derek presents a simple framework that can be used as a foundational model across any human service that digital is trying to enhance....