Studying the impact of innovation on business and society

Tag: ex

The Art and Science of Human Centered Change and Innovation

The Art and Science of Human Centered Change and Innovation

When it comes to employee engagement and experience, innovation and digital transformation, corporate culture is under appreciated and largely neglected. Did you know that 85% of employees around the world are not engaged or actively disengaged at work according to Gallup? This global “norm” costs approximately $7 trillion in lost productivity. Titled “Culture 2.0 – The Art and Science of Human-Centered Change and Innovation,” my keynote at the Digital Workplace Experience aimed to change that. Culture is incredibly important to the…

Customer Experience In The Age Of Digital Distraction

Customer Experience In The Age Of Digital Distraction

Tamara McCleary is a dear friend.  I was so happy when I joined her on SAP’s Tech Unknown podcast, a show that features “discussions from the edge of next.” Honestly, I didn’t know she was going to be the host. So, it was all the more special. Our conversation focused on what has become my next keynote topic/presentation, “Experience in the Age of Digital Distraction.” The impact of digital distraction on work and everything from CX to EX to experience…

Through a Research Lens: What Captured My Attention in 2018 and What’s in My Purview for 2019

Through a Research Lens: What Captured My Attention in 2018 and What’s in My Purview for 2019

Prophet’s Emily Schreck recently interviewed the Altimeter analysts to spotlight some of the things that we never get a chance to share, such as what we’re working on, what has our attention and what’s on the horizon. Schreck’s piece is now live. This year has been a whirlwind for Altimeter’s famed analysts; Charlene Li, Brian Solis, Susan Etlinger and Omar Akhtar. The team has published several new research reports, presented keynote speeches at top global industry conferences, and helped some…

AI, Chatbots and Designing the Next Generation of Automated Customer Engagement

AI, Chatbots and Designing the Next Generation of Automated Customer Engagement

No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive compared to human agents. Yes, chatbots scale engagement through new, popular messaging channels and introduce conversational commerce capabilities that carry the potential to deliver incredible experiences. But here’s the thing…most of the interactions are basic, seeking to replicate existing transactions and experiences that only seem to wow those designing not…

Employees Swipe Right to Personal Tech in the Workplace

Employees Swipe Right to Personal Tech in the Workplace

The consumerization of IT has been long in the making. While it’s nothing new, the employee-driven trends of social media, BYOD (bring your own device) and BYOA (apps) in the workplace are only accelerating and proliferating. In addition to managing enterprise technology infrastructure and digital transformation roadmaps, IT must now balance the sanctioning and connectivity of new technologies while also managing and mitigating costs, compliance, security and data risks. At the same time, employees will say, and attentive organizations will…

It’s Time to Bring Digital Literacy to the C-Suite: An Interview with Paul Miller of the Digital Workplace Group,

It’s Time to Bring Digital Literacy to the C-Suite: An Interview with Paul Miller of the Digital Workplace Group,

I think the next big thing following massive innovation on the CX front is EX…employee experience. But, to do so requires a level of inward empathy not usually found roaming the halls of the C-Suite. This is something though, I believe, will become more pronounced as the move to customer-centricity is more closely linked to employee-centricity. To do so however, requires that companies empower employees, giving them access to information, expertise, and the reward mechanisms they need to innovate and…

Customer Experience is the New Marketing and Customer Experiences are the New Brand

Customer Experience is the New Marketing and Customer Experiences are the New Brand

My friends Rob Cottingham, Gerard Francis Corbett and I have had some fun lately. One way to gain perspective on our modern reality is to do so through humor. So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. As a result, we set out to build upon these unfortunate opportunities with a couple of pithy but poignant cartoons hoping to spark a bigger dialogue….

The Coming Trends in Digital Transformation, Marketing, CX and EX [VIDEO]

The Coming Trends in Digital Transformation, Marketing, CX and EX [VIDEO]

It was the day after the U.S. election. I arrived in Copenhagen. I was tired. It near the end of a two week trip that took me to Munich, Amsterdam, Beirut, and London. But, I was also excited to attend Digital Copenhagen, a conference that explores digital trends affecting the future of business. My presentation was set to challenge conventional beliefs around several important technological and business trends. Before I took the stage, I joined the crew at TwentyThree to…

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