Studying the impact of innovation on business and society

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Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences

Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences

Anyone who uses a smartphone can attest to the incredible power of real-time, in-the-moment discovery that leads to decisions and outcomes. But, now in an age of voice-assisted devices, we are further empowered to command information or purchase on-demand. “OK Google, Alexa, Hey Siri, what are the best bluetooth headphones for me?” Or, “Please reorder groceries from last week for delivery tomorrow afternoon.” Like mobile shopping, voice-assisted behavior is also becoming second-nature. Brands must now reimagine the customer journey and…

A Prelude to Innovation: Figure Out How The World is Changing and How To Be More Relevant as It Evolves

A Prelude to Innovation: Figure Out How The World is Changing and How To Be More Relevant as It Evolves

There are many places in this world I hope to one day experience. On that list was Sofia, Bulgaria. I use the past tense as I’m so happy to report that I had the opportunity to visit this beautiful city (and country) for the DigitalK conference. What a great event! I presented on topic that I refer to as “A Prelude to Innovation.” It’s meant to spotlight the important actions and events serving as the introduction to innovation itself. Shortly…

Tomorrow’s Products and Services Need to Offer Innovative (Not Just Iterative) Experiences

Tomorrow’s Products and Services Need to Offer Innovative (Not Just Iterative) Experiences

Napa Valley, what a wonderful place to visit. Some of my favorite wineries are in Napa. Paraduxx, Far Niente, Harlan, Mascot, Nickel and Nickel, Chandon, Domain Carneros, Cuvaison, Schug, just to name a few. Napa is also a wonderful place to work. And, I recently had an opportunity to do so when I was asked share my vision of the future at the Senior Living Innovation Forum. I’m not an expert in senior living care nor am I a master…

Experience Innovation – Designing for the X Factor in Customer Experience

Experience Innovation – Designing for the X Factor in Customer Experience

Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles but still exciting. I would later return to help catalyze the startup ecosystem. My goal at the time was to plug into the startup garage capital of the world. By then, there were already storied landmarks that one would have to visit….

If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I learned about the state and future of Facebook, data, politics and bad actors

If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I learned about the state and future of Facebook, data, politics and bad actors

onstine In the wake of Cambridge Analytica, data misappropriation, #deletefacebook, calls for regulation and pending testimony to U.S. Congress, Facebook announced a series of initiatives to restrict data access and also a renewed selfie awareness to focus efforts on protecting people on the platform. What’s more notable however is that Mark Zuckerberg also hosted a last-minute, rare town hall with media and analysts to explain these efforts and also take tough questions for the better part of an hour. Let’s…

It’s not the End of Retail, It’s the End of Retail As We Know It

It’s not the End of Retail, It’s the End of Retail As We Know It

Retail, like every industry, faces digital Darwinism as technology and markets evolve and disrupt. This isn’t new. But what is clear, executives are not prioritizing bold strategies and investments that save them from their “Kodak Moment,” that moment when consumer behaviors and values evolve beyond brand recognition. If you read about the state of retail today, you’ll see dramatic descriptors such as “apocalypse,” “the end…,” “dying,” you get the picture. While doom and gloom and disruption is inherent in every…

Moving Beyond Demographics: Today’s Hyperconnected ‘Generation C’

Moving Beyond Demographics: Today’s Hyperconnected ‘Generation C’

Several years ago as I was writing The End of Business as Usual, I researched how the customer journey was evolving. Specifically, I studied how traditional touch points compared to digital touch points and more so, how customers were hacking their way to desired outcomes. Along the way, I found that when it comes to “digital customers,” alignment in behaviors and preferences spanned generations beyond traditional demographics. At the time, I referenced this group of hyperconnected customers “Generation C” where…

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