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»

And then there was One

And then there was one. From a competitive standpoint, this phrase conjures up images of one champion left among the many fallen. One champion bold enough, strong enough, and resilient enough to outlast everyone else. The immortal words of Hall of Fame Green Bay Packers coach Vince Lombardi … 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»

Blog World LA: The State of the Blogosphere & the New Media Wisdom Void (#BWELA)

Last week, at the Los Angeles Convention Center, Blog World Expo appeared in its fifth incarnation.  I spent a couple of days watching, listening, and engaging with a dense concentration of experienced and enthusiastic new media evangelists. The keynotes were well done. Peter Shankman is … Read More»

In an era of crisis & revolution, is your company the next target?

We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them, the fact is that the very fabric of capitalism is being re-evaluated, and perhaps even rewoven. What we have assumed and known for at least 150 years is at … Read More»

Networks, Signals, Reputation and Delight

The era of mass marketing, sales driven information gathering and sharing, and being "just good enough to win" is being shattered by the rapid emergence of a smart, networked, and increasingly demanding generation of empowered customers. In the fragmented and fast moving world of concepts, … 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»

Social Media, Collaboration, and Customer Insights with an elite group of experts: April 4-6, 2011

When SugarCRM asked me to assemble the social track for SugarCon, the first thing that impressed me was the "spirit" of the track, and conference for that matter. It had little to do with touting Sugar; the company, or the products they make. Rather, it was all about creating a gathering of thought … Read More»

Social Business: May I try and simplify this?

Business is about creating value, and reaping a return from that creation. People (and/or groups of people) are responsible for: (1) Evaluating value offerings (2) Making decisions to exchange value with other people (and/or groups of people) for equal or greater value Social media is a … Read More»

March Madness: Timeless Business Lessons from the Greatest Coach of All Time

The Final Four tips off tomorrow to determine who will play in the NCAA Men's National Championship Game. Every March, 65 basketball teams are given an admission ticket for a chance to play their way into a dream - competing for a National Championship. It's my favorite time of year. It's a time … Read More»