Any time I get to visit Madrid, Spain (España!), I take it. It’s where my mother was born and it’s where much of my family still reside. I used to visit every other year going back to my earliest of years. I miss it, I miss my family and I hope to visit again soon. During my last trip, I had the opportunity to partner with BBVA and Oracle to present to executives from Spanish companies on the state and…
How Digital Disruption is Changing Customer Experience
Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka silent rave aka silent DJ party? If not, the premise is that it’s loud and quiet at the same time. Essentially, people dance to music via wireless headphones. Rather than using a speaker system, music is broadcast through a common signal being picked up by wireless…
10 Things Modern Digital Commerce Players are Doing To Thrive and Survive
The future of commerce is already unfolding. Even though everyone says, “yes we know the world is changing,” I don’t believe that executives have shifted their thinking or belief system to change how they make decisions to compete differently. The challenge is that many decision-makers are caught in a state of “future shock,” stuck in the past and unable to move in ways that matter to an incessantly evolving market. Why? Because they still operate in an ecosystem that prioritizes quarter-to-quarter performance while…
How Digital Darwinism Changed Customer Experience
What is experience? What is customer experience? Believe it or not, trying to answer these questions is where the future of digital transformation and experience design intersect.  While I was in London at an event focused on innovation in customer experience, I filmed a short video for Oracle to explore the topic. A 20 minute conversation was edited down to a a one minute burst. Knowing that this would happen, I spoke in Twitter-like responses. I hope it helps you in…
Do employees hold the keys to Customer Experience?
Guest post by Gib Bassett (@gibbassett), gib.bassett@oracle.com “Companies will invest in digital customer experiences to improve experiences for all customers and employees.” – Brian Solis I’m a huge proponent of the power of digital transformation to help brick and mortar retailers adapt to a world where Amazon dominates e-commerce and is beginning to make inroads into physical retail. The technologies of digital engagement and Big Data Analytics bring much needed parity to traditional retailers’ efforts to create and deliver a…
Using Big Data to Understand Small Moments of Truth
Guest post by Gib Bassett (@gibbassett), gib.bassett@oracle.com “Businesses today must invest in experiences because that’s what people want.” – Brian Solis So says Brian in this recent post. He goes on to qualify this statement further, saying people today simply don’t care about products, services or offers. What they desire and what they respond to with regularity are superior experiences. I don’t think this is limited to Millennials either – we are all being conditioned to have affinities for businesses…
Every Company is a Cloud Company: The Relationship Between Technology and the Future of Business
People first. That’s where this discussion begins. My guest on this episode of Revolution is NetSuite CEO Zach Nelson. For running one of the leading companies in the cloud business software game, Nelson is among the more grounded and sincere technology executives I’ve sat down with in quite a while. We didn’t discuss innovation, speeds and feeds or key differentiators of NetSuite versus other companies, instead we looked at people, why and how they run businesses, and how technology enables…
