Several years ago, I published research that I believe is actually more meaningful today. In a post-pandemic world where every company is accelerating digital transformation, executives cannot miss the opportunity to transform their business for a new economy. “Leaders must reassess how digital technologies and information can create new customer value. The alternative is to try to succeed in a digital economy with a pre-digital value proposition.” – Jeanne Ross, organizational theorist, principal research scientist at MIT Sloan School of…
Cirium Execs Reference Brian Solis in Article on Airlines and Airports’ Use of Data
Solis is mentioned at the tail end of a Future Travel Experience article titled “Why data analytics is a vital tool for unlocking new customer experience and revenue opportunities,” featuring new perspectives on the subject by Cirium’s Carrie Mamantov, Marketing Director, and Steve Lappenbusch, Principal Product Manager. The article was centered around Cirium’s involvement in FTE Global 2019, where the company would be leading a co-creation session exploring “How can the industry better utilize data to exceed traveler expectations?” Mamantov…
The Frozen Middle Separates Management from Leadership (and Innovation)
Illustration created with culture design firm @GapingVoid We live in a time of digital Darwinism. As technology evolves so do markets. And as they evolve, behaviors, values and norms also adapt. This sets the stage for the widespread disruption that we are witnessing today. Regrettably, or not, many reigning executives are not experienced to lead growth and innovation strategies as disruptive technologies radically shift everything around them. Yet, no matter how well we study history, it’s always doomed to repeat itself….
It’s Time to Bring Digital Literacy to the C-Suite: An Interview with Paul Miller of the Digital Workplace Group,
I think the next big thing following massive innovation on the CX front is EX…employee experience. But, to do so requires a level of inward empathy not usually found roaming the halls of the C-Suite. This is something though, I believe, will become more pronounced as the move to customer-centricity is more closely linked to employee-centricity. To do so however, requires that companies empower employees, giving them access to information, expertise, and the reward mechanisms they need to innovate and…
Getting Back to Basics: Why Brands are Getting it Wrong in Social Media
Question: What is your #1 advice for social media strategists and managers? Answer: Stop talking about social media Type “social media” into a Google search bar and you’ll find roughly about 4.7 billion results in .30 seconds. Next, try “social media conference.” You’ll see something along the lines of 1.2 billion results in .25 seconds. Social media is important but I’d argue we aren’t celebrating it for the reasons we should. Instead, we are forcing social media to conform to…
