Part 2 of 2 I once had the honor of giving a TEDx Talk in San Francisco. I’ll never forget it. Even though I speak for a living, speaking at TED honestly terrified me. There’s something about the TED stage, the big ideas and the iconic personalities who have graced it over the years that has a way of grounding and even intimidating you. The experience was so powerful and life-changing, I sought to subject myself to the jitters and butterflies…
The Nexus of Digital, IT and Science Fiction in the Future of Work
I have to tell you, I am absolutely loving the Digital Outliers podcast series and I hope you are too. In this episode, I get to talk with Brenda Cooper who among many things, is the CIO for the city of Kirkland, Washington. She is also a futurist and the author of nine science fiction and fantasy books. Her most recent novels are POST (Espec Books, 2016) and Spear of Light (Pyr, 2016). Her other works include Edge of Dark (Pyr, 2015), The Creative Fire(Pyr, 2012), and The…
Employees Swipe Right to Personal Tech in the Workplace
The consumerization of IT has been long in the making. While it’s nothing new, the employee-driven trends of social media, BYOD (bring your own device) and BYOA (apps) in the workplace are only accelerating and proliferating. In addition to managing enterprise technology infrastructure and digital transformation roadmaps, IT must now balance the sanctioning and connectivity of new technologies while also managing and mitigating costs, compliance, security and data risks. At the same time, employees will say, and attentive organizations will…
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? It’s one of those terms (and movements) that is defined and interpreted differently depending on who’s 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…
The Opposite of Change is Conformity: A framework for driving meaningful digital transformation
Digital transformation is a buzzword. On top of that, the term digital transformation causes debate amongst those working in or studying the field and confusion among everyone else. But at the same time, digital transformation is also one of the most promising and impactful trends in business (r)evolution today. Why? It carries with it the ability to modernize how businesses work, market and serve. And more so, digital transformation offers a unique glimpse into how disruptive technologies are affecting human behavior, expectations and values. It has…
True Customer Centricity Requires the Merging of Marketing and IT
Guest post by Robert Tas (@TasRobert), SVP and CMO of Pegasystems. You see the headlines everywhere – 2016 will be the year of customer experience; marketers need to make customer experience count; millennials demand an authentic customer experience. The bottom line is the stakes have never been higher in today’s modern, connected world. Every second of the business-to-customer interaction represents a key moment of opportunity and truth, each step carrying the potential to make or break that relationship, and…
The Moment of Truth: Connected Customers and How to Re-Imagine Customer Experiences
And then one day, it happened. Customers changed. How they make decisions changed. What they value and how they want to do business changed. The funny thing is…we didn’t. Now we can and a new generation of technologies and services make it possible to not only react but lead customer experiences moving forward. To effectively compete in the digital economy, you are left with no choice; become customer-obsessed or lose! Every moment-of-truth counts when it comes to customer loyalty. For…
Research Report: Constellation’s Research Outlook For 2011
As an advisor to the Constellation Group, I am reposting the team’s first joint research report here. It offers a glimpse of the hurdles and opportunities organizations will face in 2011 and beyond… Organizations Seek Measurable Results In Disruptive Tech, Next Gen Business, And Legacy Optimization Projects For 2011 Enterprise leaders seek pragmatic, creative, and disruptive solutions that achieve both profitability and market differentiation. Cutting through the hype and buzz of the latest consumer tech innovations and disruptive technologies, Constellation…
NSFW: When Social Networks are Blocked for Your Own Good
Source: Shutterstock In Social Media, we indeed cast digital shadows. We are what we tweet and in the era of equalized influence and democratized digital content distribution, our reputation does in fact precede us. The very tools we use to satisfy our quiet flirtations with vanity as we channel our inner micro celebrity are in actuality the same platforms that can also unravel the fabric of our stature. Why does Social Media seem to lower our guard? Why do we…
