What is the Future of Work?
Much has been made recently about one of the stand out trends of the times we live in: Everything is becoming infused with technology. Software is eating the world it is said. Some have claimed that next it might even eat the jobs, which to some degree is almost certainly the case. With only a […]
Where is interoperability for social media?
A seemingly esoteric question actually turns out to be vital for dealing effectively with the trend toward silos of communication everywhere, from social networks to online communities.
The Bell Tolls for Old HR and Recruiting Processes
Identified was bought by Workday and Monster acquired Gozaik and TalentBin. Smart market watchers should be asking “Why” these deals were done and what these deals could do to recruiting/HR vendors, competition and the companies that would benefit from re-imagined HR processes.
Three Ages of CRM
or what science is this? I have written often about the connection between CRM and economics, almost as if one explains the other. And while I still believe it in part, my thinking has evolved and become more nuanced over the last fifteen years to the point that today I want to discuss my evolution. […]
Digital Business Ecologies: How Social Networks and Communities Are Upending Our Organizations
As we’ve watched digital networks reshape just about every aspect of business these days, I’ve found that we’ve struggled to come up with the right words and ways to describe a very different way of working. From vast app stores and pervasive streams of big data to enterprise social networks and customer engagement, the rules […]
Uncovering the Agile Elephant
At our social business event back in September, during Social Media Week London, we could feel something in the atmosphere. A mood in the room, a sense of excitement and change. Digital disruption is happening at a rapid rate. Everyone’s business model is under threat from the move to digital across all industries. The average […]
News Analysis: HootSuite Acquires uberVU For Analytics And Enterprise Growth
HootSuite Prepares For Enterprise Growth On January 22nd, 2014, Hootsuite announced its acquisition of analytics provider uberVU for an undisclosed sum. The Bucharest, Romania and Cambridge, MA based software company brings 42 employees and over 200 customers to HootSuite. Key insights for customers and prospects include: uberVu provides Hootsuite with enterprise class analytics. uberVU’s technology […]
Twitter for Customer Service? These Companies Get It Right
If you follow my blog and my writings (and rantings, and presentations, and panels — if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service. It is not that it is not possible to do it well, but it is that the […]
Seven Lessons Learned In Customer Experience Strategies During A Data Breach (such as Target’s)
Every Brand Should Have A Plan For A Data Breach The confluence of centralized personally identifiable information, reliance on digital channels, ease of hacking of magnetic stripes, and the application of the Willy Sutton rule ( a.k.a. you rob banks because that’s where the money is) improve the odds that many organizations will face a […]
Social Business: Pining for the Fjords!
“I’ll tell you what’s wrong with it… It’s dead!” So, which is it dead or not dead? There is so much confusion in the market about what “Social Business” is, it might as well be a dead parrot (too). And there is no shortage of people who come at this conversation with a perspective […]
