Michael Porter

Steve Lohr in the Business Standard has a great article about economists leaving the ivory tower for Silicon Valley.  I love this article because it highlights the human element.  I can see you asking yourself already what correlation does the dismal science have with the human element of digital transformation?  Well, as an economics graduate […]

I’m working through some fun interface issues in my Under Armour / HTC Band.  It’s the equivalent of a fitbit but with a few extras that come with a higher price tag.  I use this as an example of how important it is to get the experience right.  You can’t afford to get it wrong […]

Let me tell you the story and the implication: Siliconangle.com has a story about a woman with Leukemia who had a first failed treatment. It was Watson, the AI, who correctly diagnosed this woman After treatment for a woman suffering from leukemia proved ineffective, a team of Japanese doctors turned to IBM’s Watson for help, which was […]

OK, so I admit, I asked a dumb question in the title. Innovation has a huge play in Digital Transformation.  That said, could you answer the deeper implied question, “How exactly will you make your company innovative as you move deeper into the digital world?” Honestly, that’s a better and a much more difficult question. […]

I ran across an interesting blog post by Kerry Reiley on Knocking Down Data Silos To Map The Customer Journey. I’m not going to belabor the obvious problem of silos.  It’s easy to see and no one will gainsay you.   That said, Kerry had two great points about solving the problem with the right data. […]

Rick Bauer over on our Microsoft Blog had a good point to make regarding search.  Like him, I find that all too often, site search and search optimization come in dead last. It’s time to re-platform, upgrade or simply join the world of Customer Experience Platform site management. You hold internal meetings where rough budgets are […]

I was reading a short blog post by Adobe about IoT and Personalization. That got me to thinking about how different companies think about what the Internet of Things  (IoT) really means.  Here’s a view into Adobe: More and more brands have jumped on the IoT bandwagon. We have an excess of wearables—activity trackers, smartwatches, […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Harley Manning and Andrew Hogan dove deeper into how CX can drive revenue.  They gave us some specific examples of what to do to help your experience give better $$ results. It’s not enough to be digital these […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. One of the most fundamental questions Vanguard faces: How do you build an emotional connection with millions of clients you’ll never meet in person? Think back to opening your 401K or brokerage statement back in 2009.  Not a […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Des Cahill, VP and head of CX Evangelism spoke about aligning CX to your culture. Oracle is a company in transition and that change is affecting the Oracle culture. Oracle has acquired and built a lot of CX […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Culture is so important that it eats strategy for breakfast.  We looked at CX leaders and CX laggards across 21 different industries and asked questions: Do CX leaders and CX laggards describe their cultures in different terms. No, […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton interviewed Alice Milligan, Chief Customer and Digital Experience Officer at Citi. John: What was the specific motivation for creating the Chief Customer Officer. Alice: There were a lot of changes going on at Citi. The company […]