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»
Triumph through the Blizzard: Conquering the unexpected
Last Saturday, my son played in his first flag football game. It was pouring rain. It was cold. It was awesome. Nervous and shivering at first, a little enthusiasm and the kids were loving it. It sparked a later conversation about whether I'd played in rain or snow. It was fun reliving the memories … 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»
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»
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»
Mary Meeker & KPCB Internet Trends 2013
This morning, Mary Meeker and Liang Wu of Kleiner Perkins Caufield & Byers released and presented the 2013 version of the always insightful Internet Trends report. Key takeaways: - China and India are far ahead in most added users to the internet over the past 5 years - China far in excess of … Read More»