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»
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»
Just press the easy button
"To trace something unknown back to something known is alleviating, soothing, gratifying and gives moreover a feeling of power. Danger, disquiet, anxiety attend the unknown – the first instinct is to eliminate these distressing states. First principle: any explanation is better than none…" – … Read More»