Cross-industry collaboration must be interpreted in a dramatically different way today. That’s because the most noteworthy competitors in any industry today have among them several non-traditional players. These include upstarts who have started with simple, logical, online models and are now slowly expanding to gobble up adjacent sectors – Amazon, Airbnb, Alibaba, Uber, PayPal, WeChat to name a few. And then […]
Excited to announce from Barcelona, Spain, that my second book “Connected! How #platforms of today will become apps of tomorrow” is now live as a Kindle eBook! The paperback & hard cover versions will out through the distributors soon. I’ll also make the eBook available on Barnes & Noble & Apple in the next few weeks. For a limited time, get it […]
As part of my research for Connected!, I came across an interesting research study titled Effects of Customer-Centric Structure on Firm Performance (1). The study shows that being customer centric can actually decrease financial performance by almost 23%. Wow! This research definitely got my attention. Especially in an age where everyone is singing how wonderful customer centricity is. As I dug deeper, I found that the study brought […]
One of the primary goals of the “Connected Company” framework is customer engagement. The terms customer engagement and customer experience take on a new meaning in the connected context. In Connected!, I bring out the need to focus on Ecosystem based CX instead of company specific CX. Traditionally, we’ve relied on industry based customer personas and use cases. And we’ve measured our effectiveness through […]
Preparing for the connected future will have a far reaching and profound impact on our organizations. We cannot not change how we work, and how we think, and still expect to be creating magic with our customers. The framework that I detail in the book “Connected!” provides a simple and immediately actionable blueprint. It consists of defining what a connected company is, […]