Mobile as an intermediate step towards the Internet of Everything

Faces down. Palms up. Mesmerized Stare. It's the position of humans at stoplights; In elevators; In lines; Just about everywhere and anytime that they're not engaged fully and directly with someone or something else. Even when they folks are watching one screen, they're increasingly using their … 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»

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»

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 … 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»

Divergence at Convergence? Is it a Resurgence?

This past week I had a chance to spend some time with Microsoft executives, customers, partners, and industry "influencers" at Microsoft Convergence 2012 in Houston, TX. Perhaps one of the largest announcements at the event was Microsoft's pending support of multiple platforms and multiple … Read More»

The Future of Customer Relationships: Where is all this heading?

Shifts in technology and human behavior are rapidly changing customer's expectations of companies. Things are moving so fast, that most executives are not only trying to catch up with the changes, but identify what some of the changes are. Understanding what those changes mean to each business is a … Read More»