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 they make decisions to compete differently. The challenge is that many decision-makers are caught in a state of “future shock,” stuck in the past and unable to move in ways that matter to an incessantly evolving market. Why? Because they still operate in an ecosystem that prioritizes quarter-to-quarter performance while…
Customer Experience is the New Marketing and Customer Experiences are the New Brand
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 beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. As a result, we set out to build upon these unfortunate opportunities with a couple of pithy but poignant cartoons hoping to spark a bigger dialogue….
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 realityâŚreally. In the heart of Silicon Valley, Facebook once again hosted its highly-anticipated developer conference, which, for the record, appeals to anyone who follows, designs for, or uses the worldâs largest social network. Drawing an estimated 4,000 attendees from all around the world, Facebookâs news blurred the line between reality and virtual reality and human and robot engagement for users in their personal and…
Culture is Either the Roadblock or Highway to Innovation – We Need Leadership not Management
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 I’ve learned is that while businesses are readying or investing in change, the definition of meaningful culture is elusive or inconsequential. Yet, company culture is either the number one catalyst or inhibitor to progress. Culture needs a champion. As Peter Drucker once famously said, âCulture eats strategy for breakfastâŚâ Like most aspects in business, management…
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 and startups going back to the (gasp) early 90s. I’ve been through Web 1.0, 2.0, the rise of digital, social, mobile, cloud and every SW/HW/online/app consumer and enterprise trend in between. In all my years, I’ve probably helped launch/advise over 1,000 companies. I’ve even started and exited a few myself (note: I…
Uberâs Terrible, Horrible, No Good, Very Bad 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 and jumped out after only six months on the job. The list of recent offenses, not all incidents since its launch, just some of the events over the last several weeks, have been very public and damning. To name a few… Uber CEO Travis Kalanick joined…
Is Your Marketing Strategy Aimed at the Present or the Future?
If youâve 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 starting to arrive now. When I’m not deep in the weeds studying Digital Transformation, Innovation, Experience Design and Culture, I’m incessantly thinking about brands of tomorrow and what it takes to be relevant to an evolving society. I recently spent some time with Qlutch CEO Jim Sagar to explore…
Customer Experience Versus Just Experience: Why the difference is key to brand relevance
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 what is customer experience exactly? Itâs one of those terms (and movements) that is defined and interpreted differently depending on whoâs talking about it within the organization. But without a common appreciation for customer experience and what it represents to customers, not just our view of them, our…
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 latest trends and what’s on the horizon. Jason recently invited me to join the program and I jumped at the chance. I wanted to share our conversation with you here… In 9 action-packed minutes we discuss: – The need for changemakers and rainmakers – The importance of digital anthropology…
Top 11 Trends Shaping the Future of Retail
I took this picture in 2016 at Hillsdale Mall in San Mateo, California. This used to be a Sears department store. While Sears is still alive and kicking, it’s sad to see so many once celebrated brands slowly deteriorate and/or then suddenly crumble. I call this the new “Kodak Moment,” that moment when executives fail to see how customers and markets are shifting. All too often, there appears to be a pervasive “too big to fail,” shareholder-first attitude during what amounts to…
