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Just press the easy button
“To trace something unknown back to something known is alleviating, soothing, gratifying and gives moreover a feeling of power. Danger, disquiet, anxiety attend the unknown – the first instinct is to...
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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...
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Rapid digital innovation fueling vast complexity and opportunity for customer...
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...
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A year in review: Top 12 Posts of 2012
Happy New Year! Thanks for taking the time to visit, read, comment on, and share some of my thoughts from the last year. 2012 was a great year and I look forward to building on it 2013. Below are the...
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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...
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Everybody’s talking about Customer Experience. Customers still not getting...
Lots of executives, marketers, customer service folks say they work for a customer focused organization. They say they care about the customer experience. According to a myriad of research reports,...
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What will CRM look like over the next 5 years? Software Advice Interview...
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...
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Is the customer always right?
If we truly believe in customer “relationships”, then the concept that the customer is always right is unfortunately flawed, because very few people are ALWAYS right. Customers can be irrational,...
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Learning from New Orleans: Microsoft’s opportunity for the future
New Orleans Storm by Deborah Hurd It takes nearly 15 minutes to walk from one end to the other of the over 1,000,000+ square foot Ernest N. Morial Convention Center in New Orleans. The conference...
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When our Neurons are Connected to the Net
Not too long ago, I was having a casual but meaningful digital conversation with a couple of gentlemen that I respect. They both have large networks, good street cred, and active digital profiles. I...
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The era of asking great questions
I’ll never forget meeting some people in a remote village of Laos (Southeast Asia) a few years ago. The village had no electricity. Not only was it a journey across culture and geography, but a...
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How to write copy that goes viral: Advice from Seth Godin
Seth Godin does a phenomenal job of providing insights. Below is something he wrote that I wish I did, but I’ll be saving this and committing it to memory. In many ways, it’s marketing 101, but the...
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Location Revisited: Marketing’s cornerstone takes on a new paradigm
Location, location, location. The concept immediately brings back to mind college marketing classes and textbooks; clear lessons from industrial age distribution models. The focus has slowly faded...
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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...
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Mary Meeker & KPCB Internet Trends 2013
This morning, Mary Meeker and Liang Wu of Kleiner Perkins Caufield & Byers released and presented the 2013 version of the always insightful Internet Trends report. Key takeaways: - China and India...
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Enterprise Software Chronicles: A synthesis of the rapidly evolving customer...
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...
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Ascending towards the Social Business Summit
There’s the Social Media Summit and the the Social Business Summit, the Social TV Summit, , and the Social Good Summit, but I’d like to present a different view on the Social Business Summit. Brian...
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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...
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Mindspark: The sharing economy in just over a tweet
Personally, the term ‘sharing economy’ implies that there are no transactions happening. But that’s not what the reality is. The Sharing Economy is the movement towards better allocation of collective...
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Mindspark: The lurking question at the core of everyone we interact with
Regardless of what segment they fall into, deep down at the core of their being, your customers, your employees, your peers, your execs, your partners, your prospects (and all those in your personal...
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