The Anatomy of Growth: Five pillars to fuel dynamic growth in your organization
Running a successful business is hard. According to a recent survey, 59% of small business owners believe that it’s actually harder to do business today than it was 5 years ago. That number seems small to me. It’s no wonder. According the the 2011 SHIFT index, competitive intensity has doubled … Read More»
How the Digitization of Everything is forcing CMOs and CIOs to evolve
We’ve talked in the first two posts about how the digitization of everything is disrupting marketing and changing the face of commerce. Organizations are having to change the way they operate, and that’s causing roles in the C-suite to evolve. The digitization of everything is doing three primary … Read More»
How the Digitization of Everything is Impacting the Customer’s Journey
For nearly a century, the buyer’s journey was relatively linear. Advertising messages distributed across a few mass media outlets were the primary method of spreading awareness. Purchase consideration generally occurred by reading product brochures and conversing with salespeople, friends and … Read More»
The Digitization of Everything and It’s Impact on Customer Experience
It’s 10:30 in the morning, and her Jawbone buzzes. Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up from her booth at the coffee shop, bids her associate good bye, and walks through the mall towards the parking lot. Her device reminds her that she’s … Read More»
From Analog to Digital: Becoming the Most Valuable Node
Leaders face an increasingly complex challenge, or series of challenges. Many of them have spent their entire lives understanding how the world works; honing and perfecting their trade. Now, they are confronted daily with an onslaught of new buzzwords, acronyms, and technologies which … Read More»
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»
What will CRM look like over the next 5 years? Software Advice Interview Highlights
Ashley Verrill – a expert with CRM reviewer SoftwareAdvice.com – interviewed me recently for the second edition of CRM's Next 5 in 5. This report was an update from predictions five of my industry cohorts made about technologies that will change CRM in the next five years. Special thanks to Ashley … Read More»
Everybody’s talking about Customer Experience. Customers still not getting what they need.
Lots of executives, marketers, customer service folks say they work for a customer focused organization. They say they care about the customer experience. According to a myriad of research reports, blogs, tweets, podcasts, and whitepapers, I see an increased focused on customer focus, customer … Read More»
Rapid digital innovation fueling vast complexity and opportunity for customer experience executives
I was recently invited to keynote a series of executive events hosted by NICE Systems. For those unaware, NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 … Read More»
Leveraging Social Business & Gamification to achieve Organizational Flow
Between Arousal and Control lies Flow. We could probably stop there (but don't - read on). Think on that for just a minute. Lots of Mindsparks emerge quickly for me. Between arousal and control lies 'flow' via @Mich8elwu at #digitslsurrey— guy stephens (@guy1067) May 26, … Read More»