Leveraging the Internet of Everything to Create a Better Customer Experience

The other day I received a letter in the mail. What was in the letter left me feeling depressed. It left me feeling inadequate, unprepared, incapable of mustering the mental and emotional energy to complete it's request. You see it wasn't asking me to do something that I'd never done before. It … Read More»

This weeks best content – Jan 19 thru 24, 2014

Hello and a happy Friday to you. Please find the best articles from the past week. Please feel free to share and comment. To your success, Brian Storify by Brian VellmureFri, Jan 24 2014 12:14:02This weeks best - Jan 19 thru 24 Hello and a happy Friday to you. Please find the best … 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»

Tech vendors Microsoft and Verint bolster knowledge and customer interaction capabilities

2104 got off to a bang today as Verint acquired Kana, and Microsoft is acquiring Parature. Both Kana and Parature enable companies to have better interactions with their customers by providing relevant answers to customer needs across channels with speed and accuracy. Verint is an … Read More»

How the Digitization of Everything is Impacting the Customer’s Journey

For nearly a century, the buyer’s journey was relatively linear. Advertising messages distributed across a few mass media outlets were the primary method of spreading awareness. Purchase consideration generally occurred by reading product brochures and conversing with salespeople, friends and … Read More»

The Digitization of Everything and It’s Impact on Customer Experience

It’s 10:30 in the morning, and her Jawbone buzzes. Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up from her booth at the coffee shop, bids her associate good bye, and walks through the mall towards the parking lot. Her device reminds her that she’s … Read More»

Keynote Recap: How technology is reshaping human behavior (and what you should be doing about it)

Earlier this week, I had the privilege to present the opening address keynote at Frost & Sullivan’s Executive MindXchange at the JW Marriott in Tucson, AZ to a group of more than 300 customer experience and contact center executives from organizations like American Express, Citigroup, Intuit, Eli … 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»