Digital Identity , Predictive Analytics, and Context at Center of Digital Transformation

Last week, I had the privilege to spend some time discussing some of the most important topics facing organizations today with Vala Afshar, Michael Krigsman, and Mitch Lieberman. During the course of the conversation, we riffed on what digital even means, the intersection between the digital … Read More»

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»

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 … Read More»