On today’s show, Brett hosts two renown tech stars- Keith Teare, a founding member of TechCrunch and Archimedes Labs; and Brian Solis, expert in technology and customer behaviors. They discuss AI, IOT, the changing nature of jobs due to technology, and the best ways to approach fake news. This is an episode you really do not want to miss!
Conversocial: The 30 Most Influential People in Social Customer Service
by: Tamar Frumkin, Conversocial We’ve opened the annals of Social Media stars from inception until now and compiled a list of the thought leaders, innovators and trailblazers who have had the greatest impact on Social Customer Service. What started as a platform for customers to to vent every qualm to an endless sea of fellow social users, social has now matured into a series of dedicated channels that are just as sophisticated and diverse as its users. Some of these…
Top 10 Retail Banking Trends and Predictions for 2017
Every year, my good friend Jim Marous organizes a “top trends and predictions in retail banking” for the annual Digital Banking Report. I do my best to support his efforts as its an important topic and it’s also a discussion that applies to almost every industry. The report features 99 global financial services leaders plus me ;). The crowdsourced panel includes bankers, credit union executives, industry analysts, advisors, authors and fintech followers from Asia, Africa, North America, South and Central America, Europe, the Middle East…
Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms
Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences they design and deliver consistently through the customer lifecycle. It’s not just any one thing, it’s everything. That’s the definition of customer experience after all. It’s not the technology company’s invest in, nor the touch points they modernize, nor the new policies and processes they introduce…
Google’s Autonomous Driving Group Spins Out as Waymo; Becomes the Android of Self-Driving Cars
This week, Google surprised the technology and automotive industries by announcing that it would spin-out its self-driving vehicle group as a formal business unit under the Alphabet umbrella. What does Waymo mean? Waymo CEO John Krafcik explained at its press conference that the company name stands for, “Way forward in Mobility.” After years of speculation as to whether or not Google (now Waymo) would introduce its own fleet of self-driving cars, its now clear that the company will become an enabling partner…
CustomerGauge: NPS and the Digital Transformation of CX
My hardline view about the digital transformation was changed when I came across a Forbes article written by Brian Solis called “Who Owns Digital Transformation? According To A New Survey, It’s Not The CIO”. In the article, he mentions the very same skepticism I had, but with an important distinction:
“The reality is though that pretty much every company is investing in digital transformation. The difference between them and companies paving the way forward comes down to whether or not change progresses holistically in a unified manner or through individual groups without the benefit of common vision.”
Self-Driving Cars Drive Closer To Reality and Uber Is or Isn’t Behind the Wheel
I spent the day at Mercedes Benz Research and Development North America (MBRDNA) in Sunnyvale, California getting a full briefing on the state of the company’s EV, machine learning/AI and autonomous work. More on that soon. By the time I arrived home later that evening, thank you Guy Kawasaki for the ride, I received an email from Uber that it was set to debut a bold new autonomous pilot in San Francisco effective immediately. Wait. What? Wow. Indeed. Uber is extending its…
Medium: Medium’s Best Design Writing of 2016
Creative, insightful, helpful, and actionable; we’ve curated and categorized 75 of Medium’s best design posts from the past year.
[including] What is the Purpose of a Logo? Why it’s more about purpose than design; by Brian Solis.
In Context: Fostering a better customer experience across the organization
As Solis states, “each group inadvertently contributes to a disconnected approach to CX because they’re attempting to solve one part of the customer’s journey and experience from their silo. Yet, customers don’t see departments, they see one brand.” He defines CX this way: “it’s the sum of all engagements a customer has with your brand in every touchpoint, in each moment of truth, throughout the customer lifecycle.” I think he has it exactly right.
What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’
Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year. Sometimes I offer my thoughts. Mostly, I spend my time curating emerging and disruptive technology trends. This year however, my dear friend Giselle Abramovich with CMO.com, reached out with an exceptional question and I couldn’t resist…especially since the answer was limited to 25 words. Digital transformation and becoming a “customer experience business” is clearly the future for marketing. What is the one thing CMOs…
