A key objective for senior executives over the next several years is to use disruptive technology to get closer to customers, to improve relationships, and enhance experiences. It is a considerable move and the result will usher in a new era of adaptive and empathetic business models. However, this is a move that is easier said than done., especially when vision and execution are two sides of different coins. This is a critical path where businesses must not only commit to new technology and goals, but also invest in the methodologies, systems, processes, and people to bring about change from within before it can effectively engage outside.
In celebration of the 54th GRAMMY Awards, we are debuting a special edition of (R)evolution. Shot on location in Los Angeles, Evan Green, CMO of the Recording Academy discusses the fusion of two worlds, the social explosion and the increasingly sophisticated expectations of consumers.
In this fascinating discussion, we learn how a 54 year old industry body adapted to the change in how people interact with television, music and one another, shifting from watching the conversation to engaging and helping facilitate shared experiences. More importantly, you’ll hear what it took to get management to see the opportunity for the future and how it changed the DNA of the Recording Academy forever.
Guest post by John M. Bernard, author of the new book, Business at the Speed of Now, and Chairman and Founder of Mass Ingenuity.
Imagine going to work in one of Henry Ford’s factories a century ago, proud that management referred to you a “hand” or a “hammer” or maybe even a “wrench.” The labels reflected Ford’s emphasis on automation and management’s view of laborers as mere cogs in the machine.
Chris Silva, my colleague at Altimeter Group, released a useful report today that I wanted to share with you here. Mobile is important and I believe you know this. However, when we consider mobile, we often think about the experience when and where it begins. But, we often miss the opportunity to lead a more meaningful journey as it may travel from small screen to larger screens across laptops, desktops and beyond. And along the way, we must now determine our role in this journey to provide information, shape decisions, and influence behavior.
This is it…the Season Finale! And, what a way to end Season 2 of (R)evolution….
In this episode, Yamaha shares what is by far the most expansive view of disruptive technology’s impact on business infrastructure and culture on the show to date. What you’ll see is a genuine discussion with Jeff Hawley and Rick Williams of Yamaha explore how an already successful business is exploring new opportunities to better define the customer experience before, during and after transactions. It comes down to workflow. Nowadays, it either works for you or works against you. Here, Yamaha shares that it needed “to blow up” its existing systems and processes and “start over” to compete more effectively for the future.
My friends over at bit.ly published an interesting graph that reveals the devices as well as the days/times that people use different devices and how and when they consume information. As you can imagine, it’s across the board, but as you can see, there are waves that every device follows, except the desktop.
Guest post by Allison Cerra, author of Identity Shift
With the 2012 Presidential election looming, there’s no shortage of polls to help narrow the field of candidates. I find a recent one from Fox News to be particularly fascinating. Among other questions, Republican primary voters were asked which Republican presidential candidate is most likeable and which they would most trust with a nuclear weapon. While Newt Gingrich scored at the top of the heap in earning the trust vote, he scored only marginally well on the likeability scale. The topic was discussed on the network’s “Fox & Friends” morning show where analysts debated: Which is better – trust or likeability?
To those of you who lead “the Pinteresting life,” you’ve contributed to a phenomenon that is certainly putting its clicks where the hype is. By that I mean, Pinterest is a two-year old cultural sensation that is borderline causing dependency among its users and the rabid audiences they’re developed. This rapid fire network has pinned itself to a rocket with estimated unique viewership ascending 429% from September to December 2011…and I’m not even sure if the sky’s the limit here.
I was recently asked to join a group of experts to contribute thoughts on trends driving the evolution of CRM over the next five years. I must say, that it’s a group of individuals whom I not only respect, but also am lucky enough to know in the real world.
- Ray Wang, Principal Analyst & CEO at Constellation Research
- Brent Leary, Owner at CRM Essentials
- Esteban Kolsky, Principal & Founder at ThinkJar LLC
- Denis Pombriant, CEO at Beagle Research Group, LLC
- Paul Greenberg, Owner at The 56 Group, LLC
In this episode of (R)evolution, Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing join me for a refreshing conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.