Demand for speed driving investment in customer analytics & marketing technology

The cabbie welcomed me and we started on our way to Dulles. The snow had been falling for hours, and his impression was that people would be trying to beat the weather. I was indeed leaving a bit early to make sure to catch my flight back to the West Coast. The email I received that morning from my … 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»

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»

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 integrators, consultants and companies of all sizes (enterprise, mid-sized, and SMBs) across a variety of industries; high tech, professional services, … Read More»

IBM Watson enters the realm of customer engagement

While I get to see and hear about hundreds of product announcements, this one is particularly interesting. The race to leverage computing power to synthesize incredibly huge amounts of disparate data in real time to meet the needs of customer demands is the next frontier of customer … Read More»

Location Revisited: Marketing’s cornerstone takes on a new paradigm

Location, location, location. The concept immediately brings back to mind college marketing classes and textbooks; clear lessons from industrial age distribution models. The focus has slowly faded away, however, over the past couple of decades with the invention and growth of a digitally … 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»

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»

What REALLY Matters Now? Beware of “Outlier Amplifiers”

Social Media, Big Data, Marketing Automation, and Mobile are the only things that matter now, and all the "cool kids" are heavily investing in gamification and customer experience initiatives. Of course none of the above are true, but if we are to believe the media around us, you'd think that if … 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»