Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka silent rave aka silent DJ party? If not, the premise is that it’s loud and quiet at the same time. Essentially, people dance to music via wireless headphones. Rather than using a speaker system, music is broadcast through a common signal being picked up by wireless…
WTF: What’s The Future of Travel and Hospitality?
We live in an era of digital Darwinism as technology and its impact on consumers continue to rapidly evolve. The question is, where do we fall in the evolution and how does this transformation impact consumer travel and the travel industry? I was invited to share my research and ideas about the future at World Travel Market London. I also presented on travel’s progression toward an “experience economy” and the need to shift from destination to experiential products/services. In order to…
How Digital Darwinism Changed Customer Experience
What is experience? What is customer experience? Believe it or not, trying to answer these questions is where the future of digital transformation and experience design intersect. While I was in London at an event focused on innovation in customer experience, I filmed a short video for Oracle to explore the topic. A 20 minute conversation was edited down to a a one minute burst. Knowing that this would happen, I spoke in Twitter-like responses. I hope it helps you in…
When You Share Experiences You Help Strangers Make Decisions
Whether you realize it or not, when you share an experience you have, whether it’s through a post, review, video, image, rant, praise, etc., it helps a stranger make a decision about what to do next. Customers aren’t following the customer journey you designed because they’re too busy hacking it. No matter how much journey work you do, no matter how creative your marketing, no matter how responsive your website is, no matter how much technology you invest in, customers…
The Future of Learning is Stuck in the Past: Why education is less about technology and more about behavior
Here’s a story I haven’t shared much, but I’m doing so now because of an opportunity I recently had to present at the Learning Technology conference in London. Over the last two years, I’ve personally studied learning technology and also learning behaviors to relearn how to engage Generation C through analog and digital media. While writing WTF, I studied the learning patterns and preferences among Generation C and how they differed from less connected students. What I learned reshaped how…
A Conversation with Adobe on the Future of Marketing and Disruption
Earlier this year, I had the opportunity to present in London at a special Adobe event to celebrate the launch of What’s the Future of Business: Changing the way businesses create experiences. Immediately following the presentation, I joined Adobe’s Jeremy Waite to shoot an episode of Marketing Minute. As the title suggests, each episode is supposed to last 60 seconds. However, this conversation wrapped just shy of 10 minutes. And, I think you’ll see way. As Adobe explains, “In this…
Your invitation to events in Paris and London
These last few months have certainly been a wonderful whirlwind. With the debut of What’s the Future of Business (WTF), a research report co-produced with Altimeter Group colleague Charlene Li (The Evolution of Social Business: Six Stages of Social Media Transformation), and the roll out of the all new Conversation Prism (v 4.0), I’ve been inspired by all of your support each step of the way. Thank you. It is with great privilege that I announce a special book tour…
Why the Olympic Games Social Media Policy Failed
Guest point by Eric Schwartzman (@ericschwartzman) on why he believes the Social Media Policy at the 2012 London Olympics failed First off, social media could have at least partially erased the advantage that some state-sponsored “full-time amateur athletes” from Eastern Bloc countries enjoy over self-financed amateurs from Western countries. But unfortunately the social media gag order by the IOC neutered that chance by restricting athletes from sharing posts that mention their sponsors on Facebook, Twitter, or anywhere else online. Here’s the clause:…
The Future of Learning is Anchored by History: Why education is less about technology and more about behavior
Here’s a story I haven’t shared much, but I’m doing so now because of an opportunity I recently had to present at the Learning Technology conference in London. Over the last two years, I’ve personally studied learning technology and also learning behaviors to relearn how to engage Generation C through analog and digital media. While writing WTF, I studied the learning patterns and preferences among Generation C and how they differed from less connected students. What I learned reshaped how…
