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Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready to Invest in More Intuitive Digital Customer Experiences

Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready to Invest in More Intuitive Digital Customer Experiences

TechTarget’s Don Fluckinger is a friend and a highly regarded tech journalist. He recently rounded up dome of the industry’s leading CX and AI experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation! For context, chatbots today are largely used in rule-based engagements, sitting on top of structured data to perform a set of focused operations. They connect customers to common information or facilitate everyday transactions. In the more effective…

Top Digital Transformation Trends in the Enterprise

Top Digital Transformation Trends in the Enterprise

Frost & Sullivan released its latest analysis, “Top End User Priorities in Digital Transformation, Global, 2019.” Key findings include: The retail (44%) and transportation (43%) sectors are ahead of others in their digital transformation. More than two-thirds of companies feel that the sales and marketing department will be the most impacted department by their digital transformation. Enhancing customer experience, digital presence, and sales and marketing effectiveness are the three major drivers for IT/telecom investment over the next two years. Improving…

A Curated List of Interesting and Curious CES 2020 Highlights

A Curated List of Interesting and Curious CES 2020 Highlights

The Consumer Electronics Showcase in Las Vegas is a spectacle I’ve experienced (in some cases, endured) for over 20 years. But this year was different. Why? It’s not just about consumer electronics anymore. We’re finally witnessing the convergence of physical and digital “things” and spaces in everything…and I mean everything. Following are some of the more promising, curious and also interesting takeaways from CES… TVs: There were OLED and 8k TVs that are better than what we can actually see,…

New Text-Based Conversation Platform Community Strives To Deliver What Social Media Promised, One-To-One Relationships

New Text-Based Conversation Platform Community Strives To Deliver What Social Media Promised, One-To-One Relationships

My friend Jefferson Graham of USA Today reached out to talk about Community, a new conversation platform that promises direct and instant communication at scale between a brand, celebrity, artist, personality and their ‘community’, via text messaging. Cue the record scratch. Text messaging? But we live in a world of social media…you know, “social” media? The great social experiment that is social is still evolving. Some might argue that in many ways, platforms have cultivated anti-social behaviors. Don’t get me wrong,…

The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation

The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation

My friend Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience as a catalyst for change. I…

2020 Prediction Series: Digital Transformation Becomes a Strategic Enabler of Business Modernization and Innovation Strategies

2020 Prediction Series: Digital Transformation Becomes a Strategic Enabler of Business Modernization and Innovation Strategies

Thinkers360 assembled B2B thought leaders to share their 2020 predictions for digital transformation as part of its annual prediction series. The series is intended to help provide actionable insights for business and technology executives. There are some great thoughts included. I wanted to share my contribution with you here. Digital Transformation = Business Modernization + Innovation In 2020, digital transformation will start to become synonymous with business modernization and innovation. Companies are still investing in the “digital” side of digital transformation,…

The 11 Digital Trends Shaping CX and Marketing in 2020

The 11 Digital Trends Shaping CX and Marketing in 2020

Each year, I help kick-off Brand Innovators Mega-Trends event during CES. In the opening keynote, I share the trends (and hopes) I would love brand executives to embrace in the new year. In 2020, the presentation focused on “11 Digital Trends Shaping CX and Marketing.” There are certainly more than 11 trends to follow, but in the context of this conversation, I focused on the convergence of AI, customer empathy, digital distractions and intentions, and the technology that connects the…

2020 CX and Marketing Prediction: Shift from Tracking Trends to Creating Possibilities

2020 CX and Marketing Prediction: Shift from Tracking Trends to Creating Possibilities

I’d like to think of 2020 as we think about it with vision, 20/20, which means normal visual acuity. Marketing and CX in 2020 will be a lot like marketing and CX in 2019 (not a bad thing necessarily.) As we kickoff the new year, we’re already talking about hot new trends and how to integrate shiny new tech into existing thinking, processes and programs, doing cool things, without really changing the game. If 2020 can stand for something, make…

2020 Trends: Mobile, Voice, Mixed Reality and 5G Set the Stage for Next Generation Customer Experiences

2020 Trends: Mobile, Voice, Mixed Reality and 5G Set the Stage for Next Generation Customer Experiences

My friends at Keap asked me to share my predictions for the annual, “2020 Small Business Marketing Trends Report.” I wanted to share my ideas with you here as well… Next Generation CX Must Be Designed as Native Experiences for Emerging Platforms Search and content are more important than ever when it comes to the customer journey. Beyond digital and social media, mobile was a complete game changer. But many businesses have yet to catch up with how mobile changed…

One Important Social Media Trend We Need to Think More About in 2020

One Important Social Media Trend We Need to Think More About in 2020

It’s that time again where we explore what’s new and possible in the new year. My dear friend Lee Odden assembled a stellar panel of experts to share predictions and trends for social media marketing in 2020. While I’m not a social media marketer, I study how social media and digital trends are reshaping the human network and society online and offline. I’d like to share my thoughts with you here. I’d also love to hear your predictions and trends for the…

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