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»
Mindspark: The sharing economy in just over a tweet
Personally, the term 'sharing economy' implies that there are no transactions happening. But that's not what the reality is. The Sharing Economy is the movement towards better allocation of collective material surpluses due to democratized exchange mechanisms. We see this movement currently … 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»
The era of asking great questions
I’ll never forget meeting some people in a remote village of Laos (Southeast Asia) a few years ago. The village had no electricity. Not only was it a journey across culture and geography, but a journey back in time. Our translator helped us to ask about how they lived. They told us how they farmed, … 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»
The truly networked world we still can’t quite grasp
This post is on behalf of the CIO Collaboration Network and Avaya As the world races to connect, share, interact, and learn, new pathways are opening up for value to be created along the way. Parallel to these connections happening, the lines between information, people, and things are blurring. … 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»
Improving the known, exploring the unknown, and innovating to be well-known
"The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency." - BILL GATES The statement by Gates underscores the importance … Read More»
Mary Meeker 2012: Mobile’s Hypertrajectory and the Re-imagining of Everything
Mary Meeker delivered her increasingly famous annual internet trends report and analysis this morning at the D10 Conference Below are the highlights. The impressive 112 page deck is below. Mobile's Hyper Trajectory - still with room to grow - Tablet Growth Exponential - iPhone set new … 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»