Connection brings Opportunity at Exponential Scale
The kids were sleeping in the backseats as our loaded down Sequoia traversed the winding road over the sheer cliffs that drop down into the vast and rugged Pacific coastline. I asked my wife in a whisper to do a little bit of research for our pending arrival in San Francisco. After punching on her … 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»
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»
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»
What REALLY Matters Now? Beware of “Outlier Amplifiers”
Social Media, Big Data, Marketing Automation, and Mobile are the only things that matter now, and all the "cool kids" are heavily investing in gamification and customer experience initiatives. Of course none of the above are true, but if we are to believe the media around us, you'd think that if … 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»
And then there was One
And then there was one. From a competitive standpoint, this phrase conjures up images of one champion left among the many fallen. One champion bold enough, strong enough, and resilient enough to outlast everyone else. The immortal words of Hall of Fame Green Bay Packers coach Vince Lombardi … Read More»
Seizing Opportunity in a Hyper-Dynamic Environment
This post is on behalf of the CIO Collaboration Network and Avaya Did you know that in the past 3 years, we've seen: Encyclopedia Brittanica go out of print after 244 years Newspaper Ad Revenue surpassed by Internet Advertising after 305 years Number of Landlines surpassed by Mobile … Read More»
Creating Measurable Business Value through Social Collaboration
This post is on behalf of the CIO Collaboration Network and Avaya Well, it's only taken us 3,000 years, but we're finally getting back together. You may be familiar with this story from Genesis. But the Lord came down to see the city and the tower the people were building. The Lord said, “If … Read More»
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