I was on Twitter recently and saw a link to a page titled, “5 must-read Harvard Business Review articles” by The Enterprise Project. Then I noticed that it specifically referenced an article on “how to keep digital distractions from killing your creativity.” “That sounds familiar!” I thought. I was pleasantly surprised when I clicked through see that my article in HBR was selected and also created as a stand-alone PDF. I wanted to share it with you here… “There are…
EA Puts Customers and Data at the Center of its Innovative Marketing Organizational Model
EA CMO Chris Bruzzo sees the direct relationships between customer experience, data, user experience and marketing as a new operational mode. That’s what I call X. Marketers who prioritize customer data in their work will find new opportunities to deeply engage their customers on a personalized level. And that’s what customers are now expecting from their favorite brands. But, marketers who simply use new technology to be on trend will find themselves limited to the same old thinking and results….
Quantum Computing Will Solve the Problems We Only Dreamed of One Day Decoding
I was speaking with Mercedes Cardona recently as she prepared to write an article on Quantum Computing for Adobe’s CMO.com. Our conversation went beyond business and marketing and explored the possibilities (and realities) of the impact of Quantum Computing on our world. Her article is now live. I also wanted to share the deeper conversation we had that didn’t make the cut. Can Quantum Computing One Day Solve All Of Our Business Problems? Autonomous cars that can avoid traffic jams….
The End of Traditional Marketing and the Beginning of What’s Next
Congratulations to Carlos Gil on the release of his new book, “The End of Marketing: Humanizing your brand in the age of social media.” Carlos is a long-time friend and I was genuinely appreciative when he asked me to write the foreword for his first book. All I asked was that I could share the foreword with you upon the book’s release. I hope it helps you! This is the end of what was and the beginning of what’s next…
Your Online Behavior Funds a Social Currency and Creates a Digital Credit Score
The Black Mirror “Nosedive” episode is a very real depiction of a possible future of our digital and physical worlds. In fact, there are semblances of it forming in China right now. How you use social media can be collected into a social credit score. Your rating on Uber or Lyft aren’t the only systems tracking your digital behavior and transactions. What you create and curate, what you do, what you say, what you don’t say, who you know, can…
Trust in the Digital Age
“We do not see things as they are, we see them as we are.” – Source What is trust? According to Merriam-Webster, it is the assured reliance on the character, ability, strength, or truth of someone or something. Yet go on Facebook, Youtube, Twitter or pretty much any social network, with the exception of TikTok, on any given day, and you’ll see truth debated and facts disregarded among your own friends and family. Now, conspiracy theories, disinformation, #fakenews, bots, paid…
How I Help Business Audiences Embrace Innovation, Disruption and Change to Lead the Way Forward
We live in an era of #DigitalDarwinism. These are disruptive times and they challenge everyone…leaders and executives…employees, customers, and partners…and, you and me. AI, Crypto, Quantum Computing, Blockchain, AR/VR, facial recognition, wearables, IoT/IIoT, 5G, automation and 20 other disruptive technologies will only continue to change everything as we know it. Digital transformation, innovation, and new leadership are needed to survive and thrive. The future either happens to us or because of us. I’ve spent my entire career as a digital…
Marriott International Prioritizes Innovation in Guest Experience to Cultivate Brand Loyalty and Drive Growth
There’s an old adage in business: A happy customer is a loyal customer. Focus on driving loyalty, and you cultivate a customer relationship that is not only special, but also incredibly rewarding for the business over a longer period of time. By putting loyalty at the center of everything, loyal customers become proud stewards of the brand, advocating their experiences and going out of their way to spend more time and money with the brand. In any given category, their…
Riding the Next Wave of Digitally Driven Innovation
The cloud is a key enabler of business transformation. IT leaders, business executives and digital transformation architects are migrating to the cloud to modernize operations enterprise-wide. I was invited by IDG/CIO and Microsoft Azure to share my views on cloud-driven digital transformation across private and public-sector institutions. Some of the topics we discussed include: Big data/analytics – how companies can turn data into insights and revenue growth using the cloud, analytics and other tools Workplace transformation – how technology is…
Humanizing CX: Shifting from Customer Experience to the Customer’s Experience
Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…
