Critical Lessons: NFL focuses on a better customer experience – Next Gen marketing on display

I love the game of football. I've referenced parallels and correlations between football and business here and here and here, to name a few. Two of my primary areas of expertise are the "Digitization of Everything" and "Customer Experience", so it's little wonder that yesterday's announcement … Read More»

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»

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 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»

Seizing Opportunity in a Hyper-Dynamic Environment

This post is on behalf of the CIO Collaboration Network and Avaya Did you know that in the past 3 years, we've seen: Encyclopedia Brittanica go out of print after 244 years Newspaper Ad Revenue surpassed by Internet Advertising after 305 years Number of Landlines surpassed by Mobile … 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. 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 … 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 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 … 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 era in an interesting way. "More people own mobile phones than toothbrushes" - Bill McDermott, SAP CEO— Brian Vellmure (@BrianVellmure) May 14, … Read More»

Toothpaste, toilet paper, white matter, and jam: Clues for better decision making

Several years ago, my wife and I ran out of toothpaste in a remote part of small Southeast Asian country. We spent half the day trying to find a place that carried a halfway recognizable form of packaged toothpaste. It was more of an adventure than you might imagine. We ultimately found one unopened … Read More»