Keynote Recap: How technology is reshaping human behavior (and what you should be doing about it)
Earlier this week, I had the privilege to present the opening address keynote at Frost & Sullivan’s Executive MindXchange at the JW Marriott in Tucson, AZ to a group of more than 300 customer experience and contact center executives from organizations like American Express, Citigroup, Intuit, Eli … Read More»
Driving Customer Advocacy in a Social World: Reflections from #SocialShakeUp
We tapped on the window of a disinterested taxi driver and asked if he would take us to the stadium. He gave us “the tightlip”, and slowly accommodated us by opening each of the four doors. When asked how long it would take to get there, his thickly accented, Eeyore-like response was simply “We’ll … Read More»
Social CRM is dead.
In early 2010, Bob Thompson, CEO of Customer Think asked the question "Can you do "Social CRM" without Social Media/Networks?" I declared then (and prior) that Social CRM would soon go away and just go back to being called CRM. This week, Paul Greenberg, author of the Best Selling "CRM at the … Read More»
Fantasy Football, Big Data, and the narrowing of Information Assymetry
Tonight, the 2013-2014 NFL season kicks off. The popularity of the sport continues to grow beyond expectations. Along with it, the fantasy football season also begins. Trash talking, trades, billions of dollars in so-called "lost productivity" for corporations. It also continues to grow in … Read More»
Change: From Specialty to Core Competency
I'm amazed at the blistering pace of technological advancement. Yesterday, I saw that one person's brain controlled someone else's finger. What used to be a good value at $700 just a few years ago, is a significantly better free add on today. I can see where all my friends are at any time of day, … Read More»
Mindspark: The lurking question at the core of everyone we interact with
Regardless of what segment they fall into, deep down at the core of their being, your customers, your employees, your peers, your execs, your partners, your prospects (and all those in your personal life) all are asking one question. "Do I matter?". It drives a significant amount of their … Read More»
Mindspark: The sharing economy in just over a tweet
Personally, the term 'sharing economy' implies that there are no transactions happening. But that's not what the reality is. The Sharing Economy is the movement towards better allocation of collective material surpluses due to democratized exchange mechanisms. We see this movement currently … Read More»
Podcast: The Impact of Digital Innovation on the Customer Experience
I was recently honored to be a featured guest on IBM's Big Data Podcast with David Pittman. The "Digitization of Everything" is quickly changing how organizations find, engage, and respond to their customers, and we dug into some of the ways this is playing out, and how organizations should be … Read More»
Ascending towards the Social Business Summit
There's the Social Media Summit and the the Social Business Summit, the Social TV Summit, , and the Social Good Summit, but I'd like to present a different view on the Social Business Summit. In 1856, buzz grew as people first began to hear that the tallest peak in the world had been … Read More»
Enterprise Software Chronicles: A synthesis of the rapidly evolving customer technology landscape
Over the past several weeks, I've had the privilege to have hundreds of conversations with technology vendor executives, resellers and system integrators, consultants and companies of all sizes (enterprise, mid-sized, and SMBs) across a variety of industries; high tech, professional services, … Read More»
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