Studying the impact of innovation on business and society

Disruptive Technology

Disruptive Technology is Disrupting Behavior

Disruptive Technology is Disrupting Behavior

I study disruptive technology, specifically innovative technology that gains so much momentum that it disrupts markets and ultimately businesses. In the past several years, disruptive technology has become so pervasive that I’ve had to further focus my work on studying only disruptive technologies that are impacting customer and employee behavior, expectations and values and affecting customer and employee experiences. I can hardly keep up with today let alone consider the potential disruption that looms ahead in every sector imaginable including…

Racing IndyCars with Team Penske and Hitachi

Racing IndyCars with Team Penske and Hitachi

On August 30th, 2015, I dropped the top on my 1960s Corvette Sting Ray, fired up the 427 and made my way from Silicon Valley to Sonoma Raceway for the big IndyCar race finale. For those who don’t know, I am enamored with cars and have been since I was old enough to play with Hot Wheels. I remember obsessively washing my hands before and after too. In fact, my parents still tease me about it to this day because…

The Hero’s Journey to Digital Transformation

The Hero’s Journey to Digital Transformation

I spent some time with Bernhard Steimel to help him with research for his “Smart Service” series. He sent over the audio files from our conversation for review. He organized them into snackable formats to make it easier for me to follow the conversation. It was so well done that he’s allowing me to share the discussion with you. Each audio segment ranges between two and four minutes. I hope these brief segments help you in some way… 1. The…

Internet of Things is Here: What’s Your IoT Strategy?

Internet of Things is Here: What’s Your IoT Strategy?

The Internet of Things (IoT) is so much more than smart refrigerator that tell you when you need to go to the grocery store, wearables that track your steps or the smart watches you’re thinking about not getting. It’s the nervous system that sends and tracks important information between things, places and people. From smarter industrial applications to cities to health care to home automation to automobiles and everything in between, IoT is changing not only your personal life, but…

No One Will Remember Your Failures; Everyone Will Remember Your Success

No One Will Remember Your Failures; Everyone Will Remember Your Success

No one will remember your failures, but everyone will remember your success. If they do bring up your failures and not your successes, question the value they bring into your world and move forward. We live in a time when disruption is happening to us or it can happen because of us. Sometimes the past holds us back and sometimes we let fear undermine our ideal future. But, this is the time to change the future. Think about it…what would…

The Apple Watch Will Make Work More Delightful and Reshape Employee Engagement

The Apple Watch Will Make Work More Delightful and Reshape Employee Engagement

Guest post by Jason Shah is the founder and CEO of Do (do.com), a collaboration platform that helps people run productive meetings and do work they love. TL;DR Summary: Apple Watch will make work easier and more impactful. Through a constrained interface, powerful one-tap actions, and intimate data it will collect, people will be better at their jobs and form new bonds with coworkers previously not possible. There is a widespread myth that a new device will only add more…

Digital Transformation Starts with Reimagining the Customer Experience

Digital Transformation Starts with Reimagining the Customer Experience

All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must first define what a relationship with your customer looks and feels like and in turn, how they would describe it to their friends and colleagues. This is where the future of customer experience begins. At a time when technology is affecting how people go through life,…

Meerkat and the Ephemeral State of Livestreaming

By now you must have heard about Meerkat, the latest tech media darling that lets people tweet (stream) live experiences with friends and followers on Twitter. It’s basically an easy to use app that combines ephemeral livecasting/livestreaming on top of the Twitter platform but through a dedicated screen where participants can see video, who’s watching as well as the Tweets between them. I call it Meerkasting and yes, it’s already a verb. I realize that most of the words I…

Customer Experience is Becoming More Important Than the Product Itself

Customer Experience is Becoming More Important Than the Product Itself

Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything. CX is measured not by NPS (Net Promoter Score) but instead by the sentiment and outcomes in every moment of truth throughout the relationship. That.is.the.experience. And, it’s yours…

Mobile CX (Re)design: A Catalyst for Digital Transformation

Mobile CX (Re)design: A Catalyst for Digital Transformation

Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale. Often times, change agents focus first on transforming their approach to mobile customer experience (CX) design, in order to make the case for overhauling the company’s entire approach to digital CX strategy. Over the past two years, my colleague Brian Solis and I have researched the evolution of digital transformation through…

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