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What is Influence 2.0 and why is it important in the future of CX?
Before social media, before modern digital marketing and before DCX and digital transformation, I spent much of the late 90s and early 2000s studying and experimenting with online influence. In...
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Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance
I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one...
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The Key to Creativity and Innovation is Empathy
Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation. Although many would say that I technically live in a bubble,...
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Executives Don’t Live the Brand the Way Customers Do and This is Why CX is...
Looking over the horizon. (Image from swissre.com ad.) The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated...
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What Makes You a Thought Leader?
That was the question I was recently asked by my friend Vivienne Neale. I wasn’t sure how to reply. After all, we all have our “thought leaders” whom we follow. Me, I always wanted to be part of a...
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Techonomics: Disruptive Technologies and The Effect on Business and Humanity
My friend Jason Middleton hosts a fascinating program on KGO 810 in San Francisco/Silicon Valley…Techonomics. On the show, he interviews some of the most interesting minds in tech to explore the...
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Customer Experience Versus Just Experience: Why the difference is key to...
Customer experience aka CX is one of the most important trends changing business today. And, experts believe that it represents the next big competitive advantage for companies that invest in it. But...
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Is Your Marketing Strategy Aimed at the Present or the Future?
If you’ve designed your marketing strategy around what your market expects today, you may want to revisit it. Why? Your market will expect something different in the future. And that future is...
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Uber’s Very Bad Horrible String of Events
Uber is en route to a massive IPO. As the company gets closer to its destination, its once 5-star rating is rapidly diminishing. As a result, the company’s president, Jeff Jones, opened the Uber door...
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Dear Startups: Disrupt Yourself To Disrupt The Industry
Here’s something you may not know about me…Before I focused on studying digital transformation, innovation, culture and digital anthropology, I used to exclusively work with enterprise tech companies...
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Culture is Either the Roadblock or Highway to Innovation – We Need Leadership...
After studying customer experience, digital transformation and innovation for so many years, I’ve found that the next big thing in business (r)evolution is culture. The other most interesting thing...
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Facebook is Becoming a Social Operating System for Human Beings and Robots
At f8 2017, Facebook aims to become your social network for reality, augmented reality and virtual reality…really. In the heart of Silicon Valley, Facebook once again hosted its highly-anticipated...
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Customer Experience is the New Marketing and Customer Experiences are the New...
My friends Rob Cottingham, Gerard Francis Corbett and I have had some fun lately. One way to gain perspective on our modern reality is to do so through humor. So when a several big brands in the...
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10 Things Modern Digital Commerce Players are Doing To Thrive and Survive
The future of commerce is already unfolding. Even though everyone says, “yes we know the world is changing,” I don’t believe that executives have shifted their thinking or belief system to change how...
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Why tech companies are uniting to fight Trump’s immigration ban
In February 2017, My good friend Matt Kapko of CIO asked a few tech pundits, “Why tech companies are uniting to fight Trump’s immigration ban?” The result was published here. A group of 127 technology...
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Why the future of corporate marketing may hang on the personal brand
Guest post by Mark W. Schaefer (@markwschaefer) I hate the term “personal branding.” And yet, personal branding may be the salvation of corporate marketing. Allow me to explain today why both...
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Customer Experience Should Be Designed For And Measured By What Customer’s...
Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. Often in my research however, I find that...
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Why Disruptive Technology is Hijacking Your Customers
Disruptive technology is not just a commodity anymore; it has become a necessity. I recently met with Rilke Thomsen of Sleeknote to talk about how disruptive technology is shaping customer behaviors,...
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Innovation Begins with a Shift in Perspective; It’s Personal
The team at Ode Management asked me to introductory video for their audience of event planners, speaker bureaus and agents. The topic was innovation and my mission was to keep it casual and brief,...
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Would you make a decision to join or leave a company based on how you work?
Did you know that employees and employee prospects judge the immediate and long-term potential of a company by their reliance on desktop phones? To some it makes total sense. Why would any company...
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