Studying the impact of innovation on business and society

Tag: mckinsey

The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work

The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work

Sophia, the AI-powered robot who was infamously granted citizenship by Saudi Arabia recently beat me out for two keynote speaking opportunities. True story. This is how I opened my presentation  at the KQED studios in its inaugural Silicon Valley Conversations program, “The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work.” The event focused on the way new technologies are changing how we work, where we work and the skills we need to work. I joined Michael…

The Imminent Shift from Social to Digital Engagement

The Imminent Shift from Social to Digital Engagement

How do you define engagement? No matter how you define it, engagement is something that we most likely underestimate. Engagement symbolizes the touches that occur in various moments of truth and this should completely change not only how you engage someone in each moment but also how the inside of your company works with one another to make it frictionless and experiential. Whether a customer stands on the stage of awareness, consideration, purchase, or post purchase, touch points open and…

The Dim Light at the End of the Funnel

The Dim Light at the End of the Funnel

Over the years, businesses have developed sales, marketing and service strategies around the funnel. Awareness, interest, desire, action, to this day, describes the likely steps a customer may take in making a decision. Over the years, it was assumed that the liner path would also continue through a transaction to a state of loyalty and ultimately advocacy. The process of customer engagement to this day is designed to shepherd people along this delicate path. For at any moment, consumer attention,…

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