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Response to David Byrne's "Eliminating the Human"
[comment] David Byrne's reflection on #hightech elimination of #humans in our lives cc/ @dbtodomundo
human  machine  reflection  csrblogcomment  q2  2017  cdo  cco  ceo  organization  artificial  intelligence  learning  intimacy  pointofview 
may 2017 by csrollyson
CMOs don't need more tech...
[comment] What #CMOs need more than #martech #CDO #CIO
csrblogcomment  marketing  cmo  hightech  martech  customer  experience  persona  jtbd  vendor  ecosystem  cdo  cio  cco  leadership 
may 2017 by csrollyson
Digital Transformation Requires Total Organizational Commitment | TechCrunch
[comment] Transformation hasn't changed in decades; I contribute a new way to think about it
q1  2016  digital  transformation  organization  cdo  csrblogcomment  culture  history  reflection  ceo  enterprise 
may 2017 by csrollyson
Why 84% Of Companies Fail At Digital Transformation
[comment] Useful update on #digital #transformation results + a model for analyzing results
digital  transformation  project  failure  statistic  q1  2016  cdo  cio  csrblogcomment  enterprise  ceo  cco  organization 
may 2017 by csrollyson
FORMER CHICAGO CHIEF INFORMATION OFFICER BRENNA BERMAN JOINS UI LABS
#Digital #Chicago #ArrayofThings amps up: @BrennaBerman to scale @CityDigital
chicago  news  arrayofthings  iot  city  urban  q2  2017  empowerment  CDO 
may 2017 by csrollyson
The 10 Commandments of Customer Experience
[comment] One of the best #CX lists I've seen; makes important connections among them
customer  experience  employee  bullsi  drivetotrust  list  advice  organization  management  enterprise  humor  policy  empowerment  engagement  sochap  cco  cdo  executive  csrblogcomment 
april 2017 by csrollyson
Xaptum Genesis 2016 (with images, tweets) · csrollyson · Storify
Coverage of emerging #IoT #infrastructure & its role in #digital #transformation #m2m #cdo
cdo  digital  transformation  iot  m2m  vendor  vision  infrastructure  chicago  startup  2016  q4  analyst  conference 
november 2016 by csrollyson
How telecom companies can win in the digital revolution | McKinsey & Company
McKinsey prescription for #telecom #transformation: Start w #customer & work back #cx
cdo  2016  q4  telecom  mckinsey  vision  strategy  transformation  customer  experience  IT  financial  services 
october 2016 by csrollyson
IoT Platforms: Exploring 10 Dimensions of the IoT Technology Stack
Useful discussion of the components of #IoT #infrastructure and other components
iot  stack  network  application  adoption  howto  security  model  device  integration  2cdo  cdo  2csra  2snr 
september 2016 by csrollyson
Evolve or Die: What Banks, Like Dinosaurs, Must Do to Survive | Jason Henrichs | Pulse | LinkedIn
[commented] How the App Store has pulled the rug from under #banks' Web and #mobile presences #solsticefwd
csrblogcomment  bank  Financialservices  2016  Q3  mobile  transformation  disruption  apple  iphone  2csra  2cdo  cdo  cco 
september 2016 by csrollyson
“Robots Can Restore Our Humanity” – John Hagel
How #robots can help us shift work and society toward more creativity, but we need to do this first..
robot  human  disruption  q3  2016  pointofview  institution  higher  education  transformation  creativity  work  society  industrial  knowledge  economy  sochap  cco  cdo  2csrollyson 
august 2016 by csrollyson
One Leg Too Few - Wikipedia, the free encyclopedia
Husterical history in drama, the stage, with PC recruiting context #employee #experience #engagement
history  drama  uk  petercook  dudleymoore  audition  hr  recruiting  employee  experience  engagement  sochap  cco  cdo  2csra 
july 2016 by csrollyson
IBM Watson Analytics for Social Media - United States
Interesting: How to start using #ibmwatson to analyze #socialmedia #bigdata #analytics
social  media  data  analytics  tool  watson  ibm  software  website  #bigdata  cdo  cco  sochap 
july 2016 by csrollyson
Customer churn and Retention
[commented] How to use #data #analytics to prevent #customer #churn Kudos @rautsan #cx
churn  csrblogcomment  q2  2016  customer  telecom  digital  transformation  cco  cdo  sochap  2csra  social  media  data  analytics  prevention  model  experience 
june 2016 by csrollyson
Influencers vs. Celebrities: The Critical Differences | Simply Measured
[commented] VALUABLE distinction: how #influencers differ from #celebrities in #socialmedia
csrblogcomment  social  media  influencer  celebrity  q2  2016  marketing  brand  insight  business  customer  experience  cmo  cdo  cco  2csra  sochap 
may 2016 by csrollyson
About Us - The Digital Transformation People
UK executive recruiter specializing in #digital #transformation
digital  transformation  executive  cdo  Recruiter  uk  blog  thought  leadership 
april 2016 by csrollyson
BMW ConnectedDrive : Overview
Home: #ConnectedDrive for @BMW smart car that's connected to your #smartphone #smarthome to make life easier
website  summary  smart  car  automotive  IoT  ubiquitous  computing  transport  brand  smartphone  home  customer  experience  driver  travel  2cdo  cdo  digital  transformation  2csra  2snr  2execguide  future  2csrollyson 
march 2016 by csrollyson
B2Bs: Disconnect Between Customer Strategies and Outcomes
Look at these stats: Gallup reveals much #RoomToImprove in #B2B #customer #experience
customer  experience  statistics  q1  2016  consulting  services  vendor  management  howto  approach  cdo  cco  sochap 
march 2016 by csrollyson
AIGA | An ethnography primer
Useful summary of #ethnography from a #design perspective
ethnographyc  experiential  research  reference  sochap  cdo  cco  2csra 
march 2016 by csrollyson
Social Media Is No Longer A Marketing Channel, It's A Customer Experience Channel - Forbes
[Commented] Why #SocialMedia should be practiced as a way to listen and related to people, not marketing
customer  experience  social  media  q1  2016  pointofview  csrblogcomment  employee  engagement  service  cmo  sochap  cco  2cdo  cdo 
march 2016 by csrollyson
Big Data Landscape 2016
Useful map of #BigData vendor|technology|solution ecosystem - faint nod to #IoT & #wearable tech #kudos
big  data  ecosystem  technology  software  infrastructure  map  reference  exceptional  vendor  cloud  application  transport  analytics  cdo  cco  cmo  ceo  cio  cto 
february 2016 by csrollyson
Marketers Are Using Business Metrics to Measure Experience | BtoB - AdAge
PROGRESS + room to grow: #marketers pivot to real business metrics but campaign redesign needed
marketing  cmo  transformation  q1  2016  adoption  customer  engagement  measurement  metrics  lifetime  value  cdo  cco 
february 2016 by csrollyson
Compass for Better Customer Experience
[commented] Useful: Boost #CX by reorienting B2B #marketing #sales #customer #service around buyer journey
customer  experience  sales  b2b  Q1  2016  journey  service  marketing  alignment  pointofview  empowerment  model  cco  cdo  cmo  ceo  csrblogcomment 
february 2016 by csrollyson
Google Boots Ad Blockers From Google Play [downside of Android]
Shows huge @Apple #mobile advantage, controlling o/s + browser: #Google Boots Ad Blockers From #GooglePlay #Android
Operating_systems  mobile  browser  advertising  q1  2016  google  samsung  news  value  chain  conflict  android  cdo  2csra  2snr 
february 2016 by csrollyson
Marissa Mayer Decides Yahoo's Turnaround Needs a Turnaround | Digital - AdAge
Good analysis of #Yahoo the deflating dirigible - for anyone who's still aboard, pull the cord
yahoo  mature  business  ecommerce  internet  web  mobile  advertising  acquisition  strategy  turnaround  Statistics  q1  2016  marketing  digital  cdo  cco  2csra 
february 2016 by csrollyson
How To Be Like Sherlock Holmes: 4 Insights From Research
Fascinating: How to decode people by looking at their profiles & possessions + great references
research  humor  insight  behavior  possessions  home  office  apparel  facebook  website  secret  personality  psychology  science  reference  social  media  cco  cdo  sochap 
february 2016 by csrollyson
Why Customer Success Means the End of Salespeople | Brian de Haaff | LinkedIn
[commented]Great example of #customer #experience embedded in firm culture: their CS team not driven by $$ but desire to help
customer  success  experience  example  software  b2b  sales  outcome  exceptional  sochap  csrblogcomment  travel  journey  mission  2016  Q1  cco  cdo  2cdo 
february 2016 by csrollyson
The 21st Century Philosophers | Fast Forward | OZY
MUSTread: How AI & robotics demand reframing philosophy & ethics as active future-focused disciplines
technology  philosophy  reflection  siliconvalley  artificial  intelligence  robot  legal  future  past  2cdo  cdo  cco  2ghcj 
january 2016 by csrollyson
Boss Wants Friendly, Relaxed Company Culture In Place By Friday
Funny #employee #engagement satire grounded in some truth at some orgs #kudos @kgkabira
employee  engagement  satire  2016q1  executive  management  culture  humor  cco  human  resources  HR  cdo  2csra 
january 2016 by csrollyson
Digital Transformation In The Age Of The Customer: A Spotlight On B2B
Excellent: B2B v. B2C adoption of #digital & #CX #transformation; culture biggest gap; #trust not cited
digital  transformation  customer  experience  q4  2015  accenture  cdo  cco  ceo  cmo  forrester  research  Statistics  comparison  b2c  b2b  adoption  sochap  reference  organization 
january 2016 by csrollyson
Deeping The Customer Relationship With Social Media
POV & predictions on global demand for business process outsourcing #BPO for #SocialMedia #customer service #CX
customer  Experience  pointofview  2015  q1  adoption  sourcing  business  process  prediction  Global  social  media  network  service  cco  cdo  sochap  management 
january 2016 by csrollyson
Social Media Security Blog | ZeroFOX
Great security blog, tons of useful info & reports featuring #social #media, #engineering
security  phishing  malware  blog  howto  cdo  cco  reference  research  global  virus  clickbait  social  media  engineering  2csra 
january 2016 by csrollyson
Capturing value from future transportation technologies | Deloitte University Press
MUSTread: Analyzes scenarios for converging mobility: vehicle, device, IoT; O/S business models, opportunities built on #trust Thx @jhagel
mobile  IoT  strategy  vision  2016  Q1  automotive  smartphone  Operating_systems  sharing  fleet  Autonomous  vehicle  agent  big  data  cdo  2cdo  transport  uber  apple  google  analysis  hightech  2ghcj  thoughtleadership  trust  business  model  value  proposition 
january 2016 by csrollyson
7 Technology Trends Transforming Consumer Communication - Salesforce Marketing Cloud Blog
Recap of "7 transformative trends" changing relationships between firms and people + useful journey image
journey  customer  2014  image  digital  transformation  mobile  enterprise  brand  cmo  cco  cdo 
december 2015 by csrollyson
Digital transformation strategy | Deloitte University Press
Deloitte/MIT research survey on #digital #transformation: using social mobile big data to change business
digital  transformation  research  survey  deloitte  2015  social  mobile  analytics  big  data  cloud  cdo  2cdo  reference 
december 2015 by csrollyson
How To Streamline User Onboarding
Concise guide to efficient #customer #onboarding hits all the bases, offers examples #experience
tool  help  customer  acquisition  onboard  howto  example  language  email  research  process  2015  Q4  guide  cco  cdo 
december 2015 by csrollyson
The 6 Rings Of The Modern Customer Experience - Forbes
Assert importance of #customer #experience & offers 6 organizational arenas and breakdowns #cx #cdo
customer  experience  organization  silo  dysfunction  Q3  2015  pointofview  crm  technology  social  media  service  2cco  cco  cdo  omni  channel  2cdo 
december 2015 by csrollyson
The Future of Digital Customer Experience | SolsticeFWD (with images, tweets) · csrollyson · Storify
#KeHe Foods' CIO takes us behind the curtain of #mobile #transformation (coverage of #solsticefwd )
food  mobile  application  casestudy  2015  Q3  natural  grocery  trade  show  value  proposition  conference  CIO  CDO 
november 2015 by csrollyson
Service Design: A Marketer's Secret Weapon
SUPERB Intro to #service #design for CMOs: valueprop + key tools, examples #kudos @challis
service  design  marketing  artifact  reference  customer  experience  organization  journey  delivery  exceptional  2cco  2cdo  cco  cdo  value  proposition  career 
october 2015 by csrollyson
New CTO role at Starbucks reflects rise of digital business
Asserts @starbucks recognizes that #digital will grow its portion of #customer #experience
digital  customer  Experience  cdo  starbucks  q4  2015  cloud  value  proposition  cio  executive  2cdo 
october 2015 by csrollyson
No Brand Worshipped by Accident | Value of customer loyalty infographic
Useful stats on customer experience, loyalty & business value in retail context Thx @jeannebliss
customer  experience  loyalty  uk  statistics  trust  relationship  service  sales  brand  NPS  social  media  email  infographic  value  proposition  retail  cco  2cco  2cdo  cdo 
october 2015 by csrollyson
Personalisation is key to increasing customer loyalty - raconteur.net
The new table stakes: Using software to get personal w #customers in #retail #cx
retail  q3  2015  uk  personalization  social  media  big  data  ecommerce  cdo  2cdo  customer  experience  cco  2cco  sochap  2sochap 
october 2015 by csrollyson
The Rise of the Chief Digital Officer
Excellent description of the Chief Digital Officer #CDO role and market drivers
CDO  reference  analysis  executive  digital  transformation  recruiting  strategy  enterprise  brand  foundation 
october 2015 by csrollyson
Five Lessons Learned at the CRM Evolution (Oracle Social Spotlight)
Oracle gets the #customer #experience revolution: juicy adoption stats fr @gartner
customer  Experience  service  Q4  2015  Profit  vision  vendor  crm  Statistics  transformation  cco  cdo  2cdo  2csra  2snr 
october 2015 by csrollyson
The Future of Digital Customer Experience | SolsticeFWD (with images, tweets) · csrollyson · Storify
Rich coverage of #mobile #transformation trends: Practical insights: @forrester @johndeere @bosch @trunkclub & more
hightech  mobile  web  ecommerce  q3  2015  vision  cdo  customer  experience  marketing  application  iot  disruption  vendor  enterprise  solution  big  data  business  social  omni  channel  2cco  2cdo 
september 2015 by csrollyson
A Bigger CMO Role: The Chief Omnichannel Officer
Another example of a retail brand coping w the need for #digital & #customer #transformation
cco  cdo  executive  omni  channel  retail  brand  management  digital  customer  experience  transformation  cmo  career  strategy 
september 2015 by csrollyson
Travelodge vs Pfizer Podcast | Customer Experience (CX) in Health Summit
Useful contrast: CX leader panelists well along v just starting #customer #experience transformation in pharma healthcare
strategy  customer  experience  pharma  healthcare  interview  hospitality  measurement  metrics  organization  cco  cdo  example  audio  reference  management  business  case 
september 2015 by csrollyson
Was I wrong about Chief Digital Officers? | Econsultancy
Reflecting on transformer v. ambassador models for CDOs - muddles w CCO
cdo  cco  uk  comparison  reflection  q3  2015  model  organization  transformation  career 
september 2015 by csrollyson
The Next Era of Marketing - 2015 and Beyond – Marketo.com
Marketo/Economist study + interviews of marketing/strategy leaders tries to describe #marketing #transformation
marketing  q1  2015  vision  prediction  strategy  transformation  digital  relationship  brand  customer  experience  interview  social  media  business  cmo  cdo  ceo  2cdo 
february 2015 by csrollyson
IDC To CIOs: 60 Percent Of You Will Be Supplanted By Chief Digital Officers By 2020
Me-too knock-on post predicting CIOs' loss in influence to CDOs; nothing new, generalities; does note CDOs are customer-focused
cdo  q4  2014  cio  prediction  digital  transformation  research  idc  customer  marketing 
november 2014 by csrollyson
$2 Trillion: The Digital Prize | LinkedIn
Call to action: Go #digital or be discarded by your customers + simple model, links #retail
cdo  transformation  digital  q3  2014  pointofview  competency  omni  channel  mobile  social  model 
september 2014 by csrollyson
The Key Findings on Big Data Study
TCS.com #BigData study surprise: #SupplyChain & #logistics getting best ROI + culture change challenges
TCS  big  data  study  q3  2014  supply  chain  logistics  Financialservices  culture  digital  transformation  cdo 
september 2014 by csrollyson
The future of search is finally here: It’s just not evenly distributed | ZDNet
Big bun but serious meat here> How #digital #social gives context around search + the power of applications' search box
social  search  q3  2014  pointofview  history  sentiment  content  website  ecommerce  mcommerce  enterprise  application  crm  design  collaboration  digital  cdo 
august 2014 by csrollyson
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