In a world of distraction, listeners make the best experience and engagement architects. In a mobile-first world, experiences must be reimagined for the small screen. The best experiences will break the fourth wall of digital to deliver real human-to-human engagement. Like software, mobile has eaten the world. But mobile is more than a next-generation platform. Mobile is a powerful unifier. It has evolved into a digital hub for humanity, business and society. It brings us together while connecting us to…
The Future Needs a Hero
My friend Nick Davis leads innovation and customer experience at Reaching the Future Faster and faculty chair for corporate innovation at Singularity University. Late in 2019, Nick and I were talking about his upcoming book, “Future Ready: A Changemaker’s Guide to the Exponential Revolution.” When I read the draft, I immediately had an idea for a foreword. We agreed. My request was that I could share it here with upon release. Future Ready is a how-to guide for changemakers who are…
The Humanization Of CX In An Era Of AI
AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as we’ve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services. In this special session at PegaWorld 2019, I…
2020 Enterprise Technology Trends: Digital Transformation, AI, Cognitive Automation and Quantum Computing
Karen Roby is a veteran reporter for TechRepublic and ZDNet. Every so often, we get together to talk the latest tech trends and explore how organizations can successfully navigate their path forward. In our latest conversation, we talk about the state of digital transformation, quantum computing, customer experience, and enterprise innovation. Please watch the video here. Full article here. Analyst Brian Solis explains why he is also excited about quantum computing, cognitive automation, and robotic process automation. Karen Roby: You…
Top Digital Transformation Trends in the Enterprise
Frost & Sullivan released its latest analysis, “Top End User Priorities in Digital Transformation, Global, 2019.” Key findings include: The retail (44%) and transportation (43%) sectors are ahead of others in their digital transformation. More than two-thirds of companies feel that the sales and marketing department will be the most impacted department by their digital transformation. Enhancing customer experience, digital presence, and sales and marketing effectiveness are the three major drivers for IT/telecom investment over the next two years. Improving…
The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation
My friend Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience as a catalyst for change. I…
2020 Prediction Series: Digital Transformation Becomes a Strategic Enabler of Business Modernization and Innovation Strategies
Thinkers360 assembled B2B thought leaders to share their 2020 predictions for digital transformation as part of its annual prediction series. The series is intended to help provide actionable insights for business and technology executives. There are some great thoughts included. I wanted to share my contribution with you here. Digital Transformation = Business Modernization + Innovation In 2020, digital transformation will start to become synonymous with business modernization and innovation. Companies are still investing in the “digital” side of digital transformation,…
The 11 Digital Trends Shaping CX and Marketing in 2020
Each year, I help kick-off Brand Innovators Mega-Trends event during CES. In the opening keynote, I share the trends (and hopes) I would love brand executives to embrace in the new year. In 2020, the presentation focused on “11 Digital Trends Shaping CX and Marketing.” There are certainly more than 11 trends to follow, but in the context of this conversation, I focused on the convergence of AI, customer empathy, digital distractions and intentions, and the technology that connects the…
Align Digital Transformation with Business Modernization to Compete for the Future
Digital transformation is more important now than ever, but some organizations are more difficult to change than others. I love it whenI get to join Karen Roby on her TechRepublic show. Each time, we discuss leading business technology news and trends and I honestly geek out each time. In our latest episode, we explore the hurdles facing organizations and how to overcome them as they go through digital transformation. We also explore some highlights from the Salesforce Dreamforce 2019 event….
The Digital Change Agent’s Manifesto; Empowering Tomorrow’s Leaders from Within
In a world where digital technology is evolving faster than organizations can adapt, it’s no secret that companies are investing in digital transformation and corporate innovation. But who is leading the charge? Often, it’s the individuals who share a deep expertise and passion for digital. And while these “digital change agents” are striving to bring change from within their respective group in the organization, they aren’t necessarily seasoned or trained at navigating the cultural dynamics that drive change throughout an…
