Studying the impact of innovation on business and society

Tag: digital transformation

Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell

Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell

The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital transformation and innovation, I find the most compelling catalyst for finding purpose and accelerating change and improvement is customer experience (CX). Think about it. Who owns the customer experience? Yes. The customer owns it. That might seem like one big “duh.” But, believe it or note, many organizations are…

Digital Transformation – Rewriting the Rules of Business

Digital Transformation – Rewriting the Rules of Business

We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation on not only digital, but also people, purpose, and relevance. Digital transformation has become an absolute must-have to secure future growth, improve customer experience and loyalty as well as operational efficiency. Along with it, digital transformation also represents an opportunity to rewrite the rules of business? I got to spend some time with…

Digital Transformation Must Lead to Business Transformation

Digital Transformation Must Lead to Business Transformation

Who owns digital transformation within your organization? Is it the C-Suite, marketing, IT, HR? It’s now essential for all stakeholders – no matter their level or role – to become acquainted in the purpose of digital technology if orgs are to succeed in this new economy. We live in an era of digital Darwinism. As technology and society evolve, all organizations must also adapt how they operate and compete. To do so however, requires much more than digital transformation and…

Boldly Go: The Confluence of Digital Transformation, Innovation, Culture and Experience

Boldly Go: The Confluence of Digital Transformation, Innovation, Culture and Experience

There are almost too many technology trends to track these days and it’s only getting more complicated to keep up. At some point, one must focus, dive deeper and learn. This year, I’m centering my research and speaking on a few different but complementary areas: Corporate Innovation Digital Transformation Digital Culture/Culture 2.0 X – Experience Design Recently, I had the opportunity to present a combination of all of the above at the RocketSpace Corporate Innovation Summit hosted by Docusign. It…

The New Kodak Moment = That Moment When You Lose Market Relevance

The New Kodak Moment = That Moment When You Lose Market Relevance

“You press the button, we do the rest.” These are the touching words of Kodak’s first advertising slogan. Coined by George Eastman, Kodak’s iconic founder in 1892, this tagline almost seems relevant 120 years later. Almost. There was a time in history where uttering those words evoked an emotional sense of nostalgia. Now, unfortunately, the Kodak moment represents that moment when executives fail to realize how consumers are changing and how markets will ultimately evolve in new directions without them….

Digital Transformation Needs Change Agents and Leadership Not Just Technology

Digital Transformation Needs Change Agents and Leadership Not Just Technology

Over the last year, I partnered with BMC on a new podcast series called “Digital Outliers.” We hand-picked 11 incredible guests working in critical areas of digital transformation and the future of work including IT, humanities and innovation. The result was humbling. Each episode dives into the trends shaping how companies work and compete. Our guests also offer prescriptive guide points for executives and change agents driving digital efforts to modernize culture, productivity, innovation, and experiences. My first guest in Episode 1…

From Future Shock to Future Proof: Digital Transformation is not a Prescription, It’s a Mission

From Future Shock to Future Proof: Digital Transformation is not a Prescription, It’s a Mission

When I set out to research digital transformation several years ago, I did so with the belief that there was more to the story than technology, IT and modernization. Yet, the name itself implies that change is focused on or prioritizes all things digital. But there’s more to the story than how CMOs or CIOs are deploying modern platforms to better engage customers and employees. The story I set out to uncover was that of the people behind change. To…

Would you make a decision to join or leave a company based on how you work?

Would you make a decision to join or leave a company based on how you work?

Did you know that employees and employee prospects judge the immediate and long-term potential of a company by their reliance on desktop phones? To some it makes total sense. Why would any company have tethered devices to talk to someone else? Don’t we have mobile devices and apps for that? Besides, I’m always on the go. On the other hand, some might wonder as to why we would be having this conversation at all. Of course there are desktop phones!…

Why Disruptive Technology is Hijacking Your Customers

Why Disruptive Technology is Hijacking Your Customers

Disruptive technology is not just a commodity anymore; it has become a necessity. I recently met with Rilke Thomsen of Sleeknote to talk about how disruptive technology is shaping customer behaviors, preferences and expectations. Our conversation turned into a short but interesting three-part audio series that I wanted to share with you here. What is disruptive technology? Disruptive technology is something that comes along early on and has the potential to disrupt markets, behavior, and processes models. According to Brian, there are three…

Customer Experience Should Be Designed For And Measured By What Customer’s Actually Experience

Customer Experience Should Be Designed For And Measured By What Customer’s Actually Experience

Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. In my research however, I find that customer experience is not truly a customer-first initiative. It is in many cases relegated to enterprise-first approaches to improve customer flow from an infrastructure perspective. It’s not necessarily something I’m calling out as a problem. Optimizing customer journeys is indeed necessary. But, it is not a means to an end. It is…

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