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»
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»
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»
Movements, Mashups, and Metamorphosis: The Rewiring of Institutions
Corporation. Non-Profit. Community. Business. Cause. Platform. Government. The clearly defined borders that have traditionally enveloped the institutions above are blurring and we're trying to make sense of it all. The music industry is still trying to figure out what … Read More»