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The Future of Brand is Experienced and Shared
That one time I was in Genève… What a wonderful way to start any sentence. Shortly after X: The Experience When Business Meets Design launched, I was invited by my good friend Arnaud Grobet to visit...
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If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I...
onstine In the wake of Cambridge Analytica, data misappropriation, #deletefacebook, calls for regulation and pending testimony to U.S. Congress, Facebook announced a series of initiatives to restrict...
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For Decades, Technology Scaled Businesses Away from People; It’s Time To...
For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to...
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Customer Experience For The Win #FTW
I had the opportunity to keynote UNITE by Satmetrix recently on the topic of experience design for modern customers. Leading up to the event, I joined the team on a podcast to discuss the topic...
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In Pursuit of Relevance
Welcome to irrelevance population: most of management by @gapingvoid and @briansolis What does it mean to be relevant today? We live and work in an era of digital Darwinism, where technology and...
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The Rise of Cryptocurrency and Blockchain Evangelists
Have you noticed the shift in focus of the evolving digital expert? We have… The Gapingvoid team and I have collaborated on many projects over the last decade. Our work has focused on prodding...
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Experience Innovation – Designing for the X Factor in Customer Experience
Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles...
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Customer Experience, Where It is Now, and Where It Will Go Next
Leo Bertelli was gracious enough to invite me for an interview on the state and future of CX. The conversation was so engrossing that I wanted to share it with you here. I hope it helps you! What do...
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The Human Dimension of Innovation and Digital Transformation
Any time I get to visit Madrid, Spain (España!), I take it. It’s where my mother was born and it’s where much of my family still reside. I used to visit every other year going back to my earliest of...
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The Importance of Having a Purpose in Digital Transformation and Innovation
So many companies are investing in digital transformation and corporate innovation strategies to compete for the future. They’re typically led by technology and aimed at growth areas such as customer...
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Plugging into the Future of a Connected Humanity: Exploring the Human API
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How true storytelling can save marketing (and more…)
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We keep talking about Millennials and Centennials, let’s just talk about...
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In the future of retail, ask these two questions – what is space? And, what...
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The Evolution of Social Media and Business
Social Media is fundamentally transformative and is rapidly evolving the architecture of business, communications, and the dissemination of information and influence. Today, there are businesses that...
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The Business of Social Media: B2B and B2C Engagement by the Numbers
I spend a great deal of time working within the B2B sector, among other things, and social media is a growing and or pervasive program within a comprehensive, integrated communications and service...
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The Business of B2B Social Media
Social Media is often misconstrued as a medium for business-to-consumer or B2C engagement and discounted as a viable communications network for those companies focused on business-to-business...
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Are Your Ears Burning? In Social Networks, One-Third of Consumers Talk Brands...
Social media didn’t invent conversations, it provided us with tools to surface and organize them. Conversations about brands predates the mediums used to connect messages and aspirations with...
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The Rules of Smarter Engagement
To celebrate the release of my new book, The End of Business as Usual, I recently hosted a discussion on behalf of Vocus on how businesses should rethink a marketing-driven social media approach by...
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Engage Against the Machine: The End of Business as Usual
One of the most often asked questions about The End of Business as Usual is how it’s different than Engage. I thought I take a moment to answer it here just in case you were wondering the same thing....
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