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… [read more]
Enterprise Software Chronicles: A synthesis of the rapidly evolving customer technology landscape
Over the past several weeks, I've had the privilege to have hundreds of conversations with technology vendor executives, resellers and system… [read more]
When our Neurons are Connected to the Net
Not too long ago, I was having a casual but meaningful digital conversation with a couple of gentlemen that I respect. They both have large networks,… [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… [read more]
Everybody’s talking about Customer Experience. Customers still not getting what they need.
Lots of executives, marketers, customer service folks say they work for a customer focused organization. They say they care about the customer… [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… [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.… [read more]
Leveraging Social Business & Gamification to achieve Organizational Flow
Between Arousal and Control lies Flow. We could probably stop there (but don't - read on). Think on that for just a minute. Lots of… [read more]
How Social Technologies Contribute to a Better Customer Experience
This post is on behalf of the CIO Collaboration Network and Avaya During each interaction with a brand, organization, or institution, the… [read more]
Featured Posts
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 for the conversation and [...]How Social Technologies Contribute to a Better Customer Experience
This post is on behalf of the CIO Collaboration Network and Avaya During each interaction with a brand, organization, or institution, the person on the other end of the interaction has a perception of how things went. Over time, the accumulation of these touch points deepen the customer’s perception of the organization. These perceptions influence [...]When our Neurons are Connected to the Net
Not too long ago, I was having a casual but meaningful digital conversation with a couple of gentlemen that I respect. They both have large networks, good street cred, and active digital profiles. I asked the question: “Who are the top 3 people you respect in “the space”? The response from one was thoughtful and [...]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 identified in [...]Leveraging Social Business & Gamification to achieve Organizational Flow
Between Arousal and Control lies Flow. We could probably stop there (but don’t – read on). Think on that for just a minute. Lots of Mindsparks emerge quickly for me. Between arousal and control lies ‘flow’ via @Mich8elwu at #digitslsurrey — guy stephens (@guy1067) May 26, 2011 When I first heard this quote, Guy Stephens [...]
The Digitization of Human Interactions: From Long Tail to Mass Disruption
Photo Credit: ceibs.edu “Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two, basic functions: Marketing and Innovation.” – Peter Drucker Last week I had the pleasure of spending some time at Online Marketing Summit at the Hilton San Diego Bayfront Hotel. Aaron Kahlow founded [...]
Global CEOs chart the course into unchartered waters for the Next Generation Enterprise
The average time that a company spends in the S&P 500 is 15 years, continuously trending downward over the past 80 years. In fact, as recent as 10 years ago, the average lifespan was 25 years. Perhaps a decade from now, the average lifespan could be as short as 10 or maybe even 5 years. [...]
Six Things Customers Want
Often, when asked a question by media, existing customers, or prospective customers, I find myself answering with some version of “It depends.” What’s the biggest priority in 2012? Should we begin a Social CRM initiative? What’s the first thing we should do? Which software solution should we buy and implement? Where should we spend our [...]
Trust: It matters (more than you think)
“Organizations are no longer built on force, but on trust” – Peter Drucker “Technique and technology are important, but adding trust is the issue of the decade” – Tom Peters “Mistrust doubles the cost of doing business” – Professor John Whitney, Columbia Business School “As you go to work, your top responsibility should be to [...]
