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Lithium Bets Big and Acquires Klout: Published Deal Size in Question

When Kara Swisher broke the story last month, it seemed implausible, and perhaps even ridiculous to many at first. I theorized shortly thereafter why it might make sense for Lithium Technologies, known primarily as a customer community vendor, to...

Posted March 28, 2014    

Exponential Technology Innovation Creating Complex Strategy and Leadership Dilemmas

Wearables. Augmented reality. Robotics. Artificial Intelligence. Predictive Analytics. Deep Learning. Genome mapping.The growth of technological progress is outpacing our ability to keep up. Over the last few decades, we’ve witnessed the dynamics of...

Posted March 19, 2014    

Considering Klout to Lithium Rumors: Mashing Up Content, Influence, and Digital Communities

Earlier this week, I had a conversation with several members of one the world’s most recognizable technology companies.During the conversation, I mentioned Klout, Little Bird, and Lithium, among several other companies doing interesting things on...

Posted February 14, 2014    

NFL Focuses on a Better Customer Experience: Next Gen Marketing on Display

I love the game of football. I’ve referenced parallels and correlations between football and business here and here and here, to name a few.Two of my primary areas of expertise are the “Digitization of Everything” and “Customer Experience”, so it’s...

Posted January 18, 2014    

How the Digitization of Everything Is Forcing CMOs and CIOs to Evolve

We’ve talked in the first two posts about how the digitization of everything is disrupting marketing and changing the face of commerce. Organizations are having to change the way they operate, and that’s causing roles in the C-suite to evolve.The...

Posted January 7, 2014    

The Digitization of Everything and Its Impact on Customer Experience

It’s 10:30 in the morning, and her Jawbone buzzes. Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up from her booth at the coffee shop, bids her associate good bye, and walks through the mall towards...

Posted December 10, 2013    

Dreamforce 2013: What Salesforce1 Actually Means

Dreamforce is a circus. It’s a human phenomenon. On many levels, it makes no sense. Is there really such a center of gravity that over 100,000 people would care to pay attention and invest time, money and resources in attending a software vendor’s...

Posted December 3, 2013    

From Analog to Digital: Becoming the Most Valuable Node

Leaders face an increasingly complex challenge, or series of challenges.Many of them have spent their entire lives understanding how the world works, honing and perfecting their trade. Now, they are confronted daily with an onslaught of new...

Posted November 5, 2013    

How Technology Is Reshaping Human Behavior (And What You Should Do About It)

Earlier this week, I had the privilege to present the opening address keynote at Frost & Sullivan’s Executive MindXchange at the JW Marriott in Tucson, AZ to a group of more than 300 customer experience and contact center executives from...

Posted October 25, 2013    

Driving Customer Advocacy in a Social World: Reflections from the #SocialShakeUp

We tapped on the window of a disinterested taxi driver and asked if he would take us to the stadium. He gave us “the tightlip,” and slowly accommodated us by opening each of the four doors. When asked how long it would take to get there, his thickly...

Posted September 25, 2013    

IBM's Super Computer Watson Enters the Realm of Customer Engagement [VIDEO]

While I get to see and hear about hundreds of product announcements, this one is particularly interesting. The race to leverage computing power to synthesize incredibly huge amounts of disparate data in real time to meet the needs of customer...

Posted May 21, 2013    

How Social Technologies Contribute to a Better Customer Experience

During each interaction with a brand, organization, or institution, the person on the other end of the interaction has a perception of how things went. Over time, the accumulation of these touch points deepen the customer’s perception of the...

Posted June 15, 2012    

Mary Meeker 2012: Mobile’s Hypertrajectory and the Re-imagining of Everything

 Mary Meeker delivered her increasingly famous annual internet trends report and analysis this morning at the D10 ConferenceBelow are the highlights. The impressive 112 page deck is below.Mobile’s Hyper Trajectory – still with room to grow -...

Posted May 31, 2012    

Connections, Channels, and Collaboration: New Imperatives for Today’s CIO

 This week, I was reminded of an interesting stat that frames the current era in an interesting way.“More people own mobile phones than toothbrushes” – Bill McDermott, SAP CEO— Brian Vellmure (@BrianVellmure) May 14, 2012 We are indeed on...

Posted May 18, 2012    

A Heroic Story – and a Powerful Social Business Metaphor

 In the early morning of September 11, 2001, I was driving through downtown Los Angeles, shocked at what I was hearing on the radio, and awestruck by the police and military helicopters circling and protectively watching over the City of Angels...

Posted May 15, 2012    

Enabling Better Decision Making: The greatest Big Data challenge

Several years ago, my wife and I ran out of toothpaste in a remote part of small Southeast Asian country. We spent half the day trying to find a place that carried a halfway recognizable form of packaged toothpaste. It was more of an adventure than...

Posted April 18, 2012    

Exploring New Frontiers of Real Time Customer Feedback

 Growing up, I spent much of my time playing competitive team sports. I played soccer, basketball, and (American) football. In each case, almost immediately after some level of effort, I knew how I had done. I got immediate feedback from my...

Posted April 13, 2012    

Optimizing the Full Spectrum of Customer Interactions

 Last weekend I had the pleasure of introducing a movie for the first time to my 5 year old son – a movie that incidentally, I first saw when I was 5 years old.In it, an iconic message was communicated via a channel that hasn’t quite been...

Posted April 9, 2012    

The Digitization of Human Interactions: From Long Tail to Mass Disruption

   “Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two, basic functions: Marketing and Innovation.” – Peter Drucker Earlier, I had the pleasure of spending some time at Online...

Posted April 5, 2012    

Your Organization 8 Years from Now

 Wayne Gretzky is by most accounts the greatest hockey player ever. His father gave him a piece of advice that has been almost immortalized in business circles over the past several years.“Go to where the puck is going, not where it has been.”...

Posted April 3, 2012    

 
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