Studying the impact of innovation on business and society

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Facebook is Becoming a Social Operating System for Human Beings and Robots

Facebook is Becoming a Social Operating System for Human Beings and Robots

At f8 2017, Facebook aims to become your social network for reality, augmented reality and virtual reality…really. In the heart of Silicon Valley, Facebook once again hosted its highly-anticipated developer conference, which, for the record, appeals to anyone who follows, designs for, or uses the world’s largest social network. Drawing an estimated 4,000 attendees from all around the world, Facebook’s news blurred the line between reality and virtual reality and human and robot engagement for users in their personal and…

Culture is Either the Roadblock or Highway to Innovation – We Need Leadership not Management

Culture is Either the Roadblock or Highway to Innovation – We Need Leadership not Management

After studying customer experience, digital transformation and innovation for so many years, I’ve found that the next big thing in business (r)evolution is culture. The other most interesting thing I’ve learned is that while businesses are readying or investing in change, the definition of meaningful culture is elusive or inconsequential. Yet, company culture is either the number one catalyst or inhibitor to progress. Culture needs a champion. As Peter Drucker once famously said, “Culture eats strategy for breakfast…” Like most aspects in business, management…

Dear Startups: Disrupt Yourself To Disrupt The Industry

Dear Startups: Disrupt Yourself To Disrupt The Industry

Here’s something you may not know about me…Before I focused on studying digital transformation, innovation, culture and digital anthropology, I used to exclusively work with enterprise tech companies and startups going back to the (gasp) early 90s. I’ve been through Web 1.0, 2.0, the rise of digital, social, mobile, cloud and every SW/HW/online/app consumer and enterprise trend in between. In all my years, I’ve probably helped launch/advise over 1,000 companies. I’ve even started and exited a few myself (note: I still…

Uber’s Terrible, Horrible, No Good, Very Bad String Of Events

Uber’s Terrible, Horrible, No Good, Very Bad String Of Events

Uber is en route to a massive IPO. As the company gets closer to its destination, its once 5-star rating is rapidly diminishing. As a result, the company’s president, Jeff Jones, opened the Uber door and jumped out after only six months on the job. The list of recent offenses, not all incidents since its launch, just some of the events over the last several weeks, have been very public and damning. To name a few… Uber CEO Travis Kalanick joined…

Is Your Marketing Strategy Aimed at the Present or the Future?

Is Your Marketing Strategy Aimed at the Present or the Future?

If you’ve designed your marketing strategy around what your market expects today, you may want to revisit it. Why? Your market will expect something different in the future. And that future is starting to arrive now. When I’m not deep in the weeds studying Digital Transformation, Innovation, Experience Design and Culture, I’m incessantly thinking about brands of tomorrow and what it takes to be relevant to an evolving society. I recently spent some time with Qlutch CEO Jim Sagar to explore…

Customer Experience Versus Just Experience: Why the difference is key to brand relevance

Customer Experience Versus Just Experience: Why the difference is key to brand relevance

Customer experience aka CX is one of the most important trends changing business today. And, experts believe that it represents the next big competitive advantage for companies that invest in it. But what is customer experience exactly? It’s one of those terms (and movements) that is defined and interpreted differently depending on who’s talking about it within the organization. But without a common appreciation for customer experience and what it represents to customers, not just our view of them, our…

Techonomics: Disruptive Technologies and The Effect on Business and Humanity

Techonomics: Disruptive Technologies and The Effect on Business and Humanity

My friend Jason Middleton hosts a fascinating program on KGO 810 in San Francisco/Silicon Valley…Techonomics. On the show, he interviews some of the most interesting minds in tech to explore the latest trends and what’s on the horizon. Jason recently invited me to join the program and I jumped at the chance. I wanted to share our conversation with you here… In 9 action-packed minutes we discuss: – The need for changemakers and rainmakers – The importance of digital anthropology…

What Makes Someone a Thought Leader?

What Makes Someone a Thought Leader?

That was the question I was recently asked by my friend Vivienne Neale. I wasn’t sure how to reply. After all, we all have our “thought leaders” whom we follow. Me, I always wanted to be part of a community where doing meaningful things made belonging matter. Honestly, I don’t consider myself a thought leader. I simply shared my ideas and work because I felt alone in my mission to change the future of business. I’ve always believed I couldn’t do…

Executives Don’t Live the Brand the Way Customers Do and This is Why CX is Shorted

Executives Don’t Live the Brand the Way Customers Do and This is Why CX is Shorted

The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated perspectives, systems and processes. So many executives these days are chasing technology and recruiting new expertise to track customers, analyze their data, map journeys and push the most relevant content, messages, promo on the right device at the right time. You’re probably asking, “what’s wrong with that?” In many ways, it is exactly the…

The Key to Creativity and Innovation is Empathy

The Key to Creativity and Innovation is Empathy

Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation. Although many would say that I technically live in a bubble, I have practiced the art of participation and observation to earn a balanced perspective when it comes to ideation and design. While I am surrounded by some of the most amazing  minds, I am also inspired by those shaping innovation hubs. If it’s one thing I’ve learned,…

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