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]
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… [read more]
Connections, Channels, and Collaboration: New Imperatives for Today’s CIO
This post is on behalf of the CIO Collaboration Network and Avaya This week, I was reminded of an interesting stat that frames the current… [read more]
Featured Posts
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 [...]
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 [...]
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 [...]
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 [...]
Optimizing the Full Spectrum of Customer Interactions
This post is on behalf of the CIO Collaboration Network and Avaya Last weekend I had the pleasure of introducing a movie for the first time to my 5 year old son – a movie that incidentally, I first saw when I was 5 years old. In it, an iconic message was communicated via a [...]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 as [...]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 [...]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 companies. At the start of each [...]
Exploring new frontiers of real time customer feedback
This post is on behalf of the CIO Collaboration Network and Avaya Growing up, I spent much of my time playing competitive team sports. I played soccer, basketball, and (American) football. In each case, almost immediately after some level of effort, I knew how I had done. I got immediate feedback from my coach(es), other [...]
