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You.tv, A Series on Lifecasting – Part III
In the first post, we explored the meteoric evolution in online video, dating back to Web 1.0 with JenniCam, We Live in Public, and DotComGuy and now in Web 2.0 with the launch of the incredibly...
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Local Broadcast News Goes Social
I received a note from Andrew Finlayson, Vice President and News Director for Fox News Chicago – WFLD Television – myFoxChicago.com Finlayson is part of a small, but dedicated and innovative team of...
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Zappos is Powered by The Empowerment of Employees
Yesterday I spoke at Zappos Insights Live, an inaugural conference that offered a unique opportunity to learn about the spirit and culture of Zappos through a two-day immersion program. To say it was...
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Live Video Streams Go Mainstream
In April 2007, I wrote a series entitled “You.tv” that documented the transformation in user-generated online video from episodic content to live broadcasting. Over time the You.tv movement would come...
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The Insider’s Guide to Digital Transformation and the Path to Innovation
For those who do not know, Altimeter Group was acquired by Prophet, a brand strategy consultancy, in July 2015. The partnership doesn’t change Altimeter’s agenda. In fact, our research will only...
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Level Up: An Introduction to the 5 Different Levels of Self-Driving Cars
With all of the talk about self-driving cars, you’d think that they were already on our streets. Well, technically in some states such as California, Nevada and Pennsylvania, automakers and technology...
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It’s Time to Change How Companies Perceive Customer Experience (CX)
Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for...
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CX Starts with Understanding Today’s Customer Experience, Then Designing Them...
The following discussion represents Part 2 of my conversation with Loyalty360 CEO and CMO Mark Johnson. In this last part of the series, Change Starts with You Altimeter Group’s Principal Analyst...
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The Refiners Imports Foreign Startups to Silicon Valley for Global Acceleration
In 2016 I was honored to serve as the first “Godfather” for the Refiners, a group of foreign startups partaking in a new acceleration program in San Francisco. As Godfather, I serve as a mentor and...
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4 Keys to Designing New Customer Experiences
On a cold and rainy day in Minneapolis before year’s end, I joined my Prophet colleagues at Le Meridien Chambers where we hosted a breakfast of brand champions. It was the second time this year that I...
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Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How I Got...
Believe it or not, I’m a private person. I know it seems ironic. After all, I was one of the early group that worked to bring social media to the forefront in the early 2000s. But, I still tend to not...
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Experiences are The Core Pillars of Any Brand.
This is for my Danish friends and anyone who believes that the future of business lies in experience design. Via Markedsføringdagen, I juni 2016 havde Dansk Markedsføring besøg af Brian Solis fra...
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This is a Time for New Leadership – Building Bridges Between People Who Think...
At the end or beginning of each year, smart folks ask other smart folks to contribute their thoughts about the year ahead. Then everyone promotes their participation and the host benefits from a...
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Experiences Become Brands and Great Brands Become Experiences
These days, it seems that I travel to events overseas more than in the United States. While many companies around the world believe they are behind U.S. companies, I can say that from first hand...
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The definition of Digital Transformation
The definition of digital transformation is the realignment of, or new investment in, technology, business models, and processes to drive new value for customers and employees and more effectively...
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What is Influence 2.0 and why is it important in the future of CX?
Before social media, before modern digital marketing and before DCX and digital transformation, I spent much of the late 90s and early 2000s studying and experimenting with online influence. In...
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Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance
I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one...
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The Key to Creativity and Innovation is Empathy
Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation. Although many would say that I technically live in a bubble,...
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Executives Don’t Live the Brand the Way Customers Do and This is Why CX is...
Looking over the horizon. (Image from swissre.com ad.) The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated...
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What Makes You a Thought Leader?
That was the question I was recently asked by my friend Vivienne Neale. I wasn’t sure how to reply. After all, we all have our “thought leaders” whom we follow. Me, I always wanted to be part of a...
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