Studying the impact of innovation on business and society

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Insights on the Future of the Internet of Things (IoT)

Insights on the Future of the Internet of Things (IoT)

I once referred to the consumer-facing Internet of Things (IoT) as the Internet of Sh!t. My point was that the entire ecosystem of IoT devices was created through technology-centered devices that were limited in scope, breadth and compatibility. I was and still am an advocate for something more universal, platform approaches that are human-centered and optimized for cross-device collaboration and optimization. The Internet of Things is a mess with too many products and apps competing for consumer attention. This creates…

Businesses not Making the Pivot from Lip Service to Social Customer Service [infographic]

Social media changes everything. Marketing, sales, customer service, they’re no longer departments, engagement is now a way of business. As the impact of social spreads through organizations, questions arise about the role social ultimately plays in customer service and overall customer experiences. For the past three years, good friend Brent Leary and the folks at Social Media Today have produced The Social Customer Engagement Index. It examines how companies are using social tools for customer service and, more importantly, how…

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