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experience

Is 2015 the Year of the Digital Wallet?

Is 2015 the Year of the Digital Wallet?

By Michael Fauscette on December 29, 2014

2014 will go down as the year of the major corporate hack. It happened in retail, in banking, in entertainment, in government and probably in many other places that never went public. Personally I have had new debit cards issued three times this past year, all because of a retail hack. Everytime it happens I […]

Posted in Featured Posts, Technology / Software | Tagged Apple Pay, commerce, Customer, CX, digital wallet, experience, google, MCX, online, pay, PayPal, store, Wallet

Why is Good Customer Service So Difficult?

Why is Good Customer Service So Difficult?

By Michael Fauscette on October 20, 2014

This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]

Posted in Business, Featured Posts | Tagged Business, CRM, Culture, Customer, customer service, CX, ESN, experience, internet, socbiz, Social, systems | 1 Response

Transforming Data Into Action - Part One

Transforming Data Into Action – Part One

By Michael Fauscette on September 29, 2014

Everywhere you look in tech today you’ll read / hear about big data and all the many uses businesses could get from it. Businesses do certainly need to become more data driven and in fact the business model for the Information Age is something we’ve referred to as “sense and respond”. Moving from the old […]

Posted in Featured Posts, Technology / Software | Tagged Big Data, Business Models, CX, data, data2action, decision, experience, information, processing, sense and respond, small data, smart data

Is Collaboration Part of Your Customer Experience Strategy?

Is Collaboration Part of Your Customer Experience Strategy?

By Michael Fauscette on August 26, 2014

The conversation about customer experience as a business strategy continues to get lot’s of attention as companies struggle to figure out how to do business in a changing, consumer driven marketplace. A lot of these conversation have focused on the outward facing issues, changing marketing and sales or executing customer service in a new or […]

Posted in Featured Posts, Trends & Concepts | Tagged change, collaboration, CRM, Customer, CX, employees, ESN, experience, socbiz, Social | 2 Responses

Engagement or Experience?

Engagement or Experience?

By Michael Fauscette on August 6, 2014

This may sound a bit like a rant, and I suppose it is really, but I’m tired of having this conversation so thought it would be easier to just point to a post. It’s semantics but being clear on what…

Posted in Featured Posts, Trends & Concepts | Tagged Customer, CX, employee, engagement, experience, future of work, Productivity, Social, technology

Social Business Maturity Model, The Next Generation

Social Business Maturity Model, The Next Generation

By Michael Fauscette on May 29, 2014

Way back in 2011 we published a maturity model for the adoption of social technologies and the resulting cultural and process changes that those technologies could enable. Quite a lot has happened since then of course but happily some of the fundamental business impacts from the use of social technologies hasn’t. We do understand them […]

Posted in Featured Posts, Trends & Concepts | Tagged Business Models, custoemr, CX, employee, engagement, Enterprise 2.0, EX, experience, future of work, idc, maturity, model, networked business, partners, socbiz, Social, social business, Social CRM, Social Enterprise, social web, technology, Web/Tech | 1 Response

What are the Biggest Benefits of Mobile Enterprise Applications?

What are the Biggest Benefits of Mobile Enterprise Applications?

By Michael Fauscette on May 7, 2014

Mobile technology is playing a key role in the current change and disruption that many businesses are facing. The fact that we carry such powerful computing devices in our pockets, devices that are always on and always connected to the Internet, has created a growing population of consumers and employees that shop, interact and work […]

Posted in Featured Posts, Technology / Software | Tagged applications, Customer, CX, device, employee, experience, mea, mobile, mobile enterprise applications, Productivity, Technology / Software | 1 Response

The Future of Selling

The Future of Selling

By Michael Fauscette on January 30, 2014

For the past couple of years I’ve focused more on marketing and customer service than on sales, but last Fall, Salesforce asked me to put together a presentation on the future of sales for Dreamforce. Just like the other 2 functions, sales is also feeling the pressure of change driven by the 3rd platform technologies […]

Posted in Business, Featured Posts | Tagged analytics, CRM, Customer, CX, experience, marketing, sales, SCRM, socbiz, Social, socialytics, value | 2 Responses

A Tale of Two Bridges

A Tale of Two Bridges

By Michael Fauscette on August 6, 2013

If anyone is wondering why I’ve been quiet lately, I’ve been away on holiday. I just returned from the trip this week and I was thinking about a story that I heard over the past weekend from a tour guide, as we explored the Scottish West Highlands. Actually we were in Edinburgh, and on the […]

Posted in Trends & Concepts | Tagged Bridge, CRM, Customer, CX, execution, experience, operations, planning, success

Is There Value in Enterprise Gamification? - Part One

Is There Value in Enterprise Gamification? – Part One

By Michael Fauscette on April 5, 2013

Over the next few posts I’ll explore the growing use of enterprise gamification. I became interested in the topic after an interesting keynote at IBM Connect this year by Jane McGonagal, author of the book ‘Reality is Broken: Why games make us better and how they can change the world”. I have to admit that […]

Posted in Featured Posts, Trends & Concepts | Tagged Behavior, experience, Game mechanics, game theory, gamification | 4 Responses

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