Customer preferences are changing, and market disruption is taking place so fast that even the poster boys of disruption are seeing competition coming from unexpected quarters. Uber, disruptor of the personal transport industry, is going head-to-head with an unexpected rival as Google launches its ridesharing app Waze in San Francisco.… read more →
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Over nearly two decades, I have spent a great deal of time working with CRM tools and contact center organizations, first as an agent, then across many roles in contact center leadership, and finally as a CRM and business transformation consultant. Many of the conversations I have with clients center… read more →
In my previous blog post, I discussed just part of the story of building and scaling a high-performing innovation engine. Culture persists as the number one driver of success and its starts with aligned and integrated leadership support. As illustration, innovation programs at two different organizations got many of the… read more →
In one of my posts, I talked about how to build an impactful innovation program. To deliver the right business outcomes at the right time, everyone in the organization must understand what it’s seeking to accomplish through innovation. Creating organizational alignment and a nurturing environment is critical for your innovation… read more →
In a brilliant journey through the economic history of the western world, author Robert J. Gordon looks at The Rise and Fall of American Growth. This recent book focuses on a revolutionary century that impacted the American standard of living more than any period before or after. Our standard of living… read more →
In my earlier business evolution post, I shared three predictions I have for business as we move into 2016: digital will move from one-offs to platform, customer experience approaches will broaden, and automation will accelerate. I have three more to add to that list here and believe these six major… read more →
I have the good fortune to be the Host of our TCS Innovation Forum in Chicago on April 16. It’s an exciting event, because we get to showcase the amazing innovations TCS has created over the year in collaboration with our customers and partners—new solutions in robotics, mobility, IoT, genome… read more →
As part of my ongoing exploration of business evolution, disruption is a key theme and driver of transformation for businesses to stay relevant. I hope you’ll find some of my thoughts and research of interest, as well as my ongoing dialogue with futurist, Thornton May. I look forward to discussing… read more →
In follow up to my recent blog on the subject of business evolution, I am continuing this focus by taking a closer look at innovation driven by the rapid pace of change that we face today. I hope you enjoy my ongoing interview with Thornton May, renowned futurist, on this topic… read more →
This year’s Dreamforce was a testimony to the innovation that the Salesforce Customer Success Platform is able to deliver to the enterprise. As Marc Benioff stated during his keynote, technology and a sea of data is disrupting every industry. Not only can the Salesforce Customer Success Platform provide technology to… read more →
