Patrick Watson of industry blog UCToday recently did an extensive talk with Brian Solis for their “OutLoud” podcast, discussing the future of collaborative contact centers. Excerpt: The philosophy of customer experiences is that we have to figure out as an organisation, as executives, that this isn’t a cost centre, it’s an investment in improving CX and it’s so important. Listen to entire podcast at UCToday
Here’s to the past, but now it’s time to learn and unlearn toward the future
How we measure future success is based on yesterday’s understanding of what success meant. It was a different time. The experiences that many deliver today are based on standards of the past and what was acceptable to a preceding generation of customers. People have changed and continue to do so. We simply can’t imagine new possibilities if we can’t see, feel, hear, sense, people as they advance. Otherwise, our ideas, no matter how creative, brilliant, bold, will always be rooted…
The Biggest Mistakes Companies Make in Digital Transformation and Innovation
Jeff Ashcroft is a dear friend of mine. He’s the host of the popular #MMChat on Twitter every week where he hosts some of the most progressive conversational streams on business modernization and innovation. Recently, he invited me to share my the story behind my latest research, “The Digital Change Agent’s Manifesto: How the People Behind Digital Transformation Lead Change From Within.” In a flurry of 140-280 character questions and answers, I set out to help “change agents” understand not only…
Future digital banking trends that apply to almost any consumer-facing business
Each year, my friend Jim Marous assembles some of the industry’s most interesting perspectives on retail banking trends and predictions for the year ahead. I was invited back to share my thoughts (thank you Jim!) Although, looking back, I still stand by my ideas from the previous two years. I wanted to share the highlights from the report and also my contributions to this year’s list of trends/predictions. I also included ideas from previous years to help financial executives see the…
Digital Transformation – Rewriting the Rules of Business
We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation on not only digital, but also people, purpose, and relevance. Digital transformation has become an absolute must-have to secure future growth, improve customer experience and loyalty as well as operational efficiency. Along with it, digital transformation also represents an opportunity to rewrite the rules of business? I got to spend some time with…
A Real-Time Conversation About AI and the Future of Work
I recently had one of the most fast-paced, fun and provocative conversations I had in a while. It wasn’t something that happened in IRL. Instead, this real-time conversation took place on Twitter. Organized by Cognizant and Pega prior to #Pegaworld, I joined Ben Pring, author of What To Do When Machines do Everything as well as Cogizant and Pega executives and AI/FoW experts on Twitter, to discuss the unfolding reality of AI and its role in the future of work. And, more importantly,…
Crossing Over to the Darkside of Digital and Seeing the Light
“Yesterday is not tomorrow; we can’t innovate, we can’t do new things by opening old doors.” Paul Miller spends a lot of time thinking about the future of work. In fact, he wrote a book on the subject, “The Digital Renaissance of Work: Delivering digital workplaces fit for the future.” I greatly respect Paul’s work and I’ve been lucky to know him for quite some time now. In fact, I was honored to write the foreword to his book. Following that, Paul…
Innovation is a gift worth getting: Competing for the future starts with challenging business as usual
Every day when you get to the office, there is a surmountable volume of work that greets you. The list is usually pretty long, with calls to return, to do items stacked up, emails overflowing, meetings, marketing and sales planning to fill the pipeline. It’s all in a day’s work. But what if one day you woke up and noticed that the volume of work was notably less? I’m sure you’d be relieved for a bit. But then each day,…
Las seis etapas de la transformación digital
el futuro es ahora… La transformación digital es una de las mayores tendencias que impulsan la evolución y modernización de las empresas en todo el mundo. En mis investigaciones, he llegado a definir la transformación digital como la realineación de o la nueva inversión en tecnología, modelos de negocio y procesos que impulsen un nuevo valor para los clientes y empleados, logrando así competir de manera más efectiva en una economía digital tan cambiante. Sin embargo, a lo largo de…
Top 11 Trends Shaping the Future of Retail
I took this picture in 2016 at Hillsdale Mall in San Mateo, California. This used to be a Sears department store. While Sears is still alive and kicking, it’s sad to see so many once celebrated brands slowly deteriorate and/or then suddenly crumble. I call this the new “Kodak Moment,” that moment when executives fail to see how customers and markets are shifting. All too often, there appears to be a pervasive “too big to fail,” shareholder-first attitude during what amounts to…
