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Converging Trends and Technologies Enabling the Police State

Technologies Enabling the Police StateTechnologies Enabling the Police State describes the inevitability of pervasive surveillance, how it’s developing, and how we can act now to maintain the maximum degree of freedom. This is Part1 of a series on autonomy in the digital age. Personal and Collective Actions to Maintain Autonomy (Part2) is a how-to post, while Police State Scenarios (Part3) discusses ways that collective loss of autonomy may unfold.

Despite their grim titles, these posts are not intended as doomsday writings, and I don’t intend to say that I think a police state is being developed intentionally. My conclusion is rather that the technologies of mass control are developing rapidly, and the risk is significant that some group will seize control of them in the foreseeable future. I think you’ll find some of their points surprising, perhaps even breakthrough. Please let me know in comments!

I did not want to write this post, and I doubt that you want to read it; however, as I explain here, we’re at a pivotal point of human history. We are rapidly losing our individual and […]

The Connected Car and Customer Experience

The connected car and customer experienceThe connected car and customer experience reveals a new opportunity for carmakers to dial into real customer behavior and desires around connected cars and autonomous cars. The Connected car and the autonomous car are powerful services that will help transform how people move around, and they are emerging during an era of unprecedented volatility in markets. I’ll wager that there’s never been a better or more challenging time to be a carmaker because opportunities and threats have never been higher. I’ve been fortunate to meet product managers and engineers who are pioneering connected and autonomous car services. I’ve also been meeting leaders in the Internet of Things (smart devices), of which the connected car is a part.

My crystal ball says that the connected car is a bet-the-brand proposition for carmakers because it directly addresses competing on customer experience, the most disruptive trend of all. As I detailed in The Social Channel, we have moved from a product/service-based economy toward an experience economy. Even IT analyst Gartner has proclaimed that customer experience is the final battleground for firms. Established […]

Chief Digital Officer Needs Analysis: Do You Need a CDO?

Chief Digital Officer Needs Analysis is an executive summary of how CSRA helps organizations assess their need for “going digital” and hiring digital executives. These engagements serve as “requirements analysis” for an enterprise, business or brand.

Improving the Selection Process for Digital Executives

Chief Digital Officer Needs Analysis: Do you need a CDO?Astute CEOs and boards of established firms and brands are awakening to an increasingly uncomfortable reality: for many, business results have been flat, and customers are behaving “unpredictably.” Since this is such a prevalent trend, there is emerging consensus that “going digital” is the way to get closer to customers(1) and revitalize business. CEOs or board members get on the phone to their executive recruiter to search for a Chief Digital Officer, a “digital CMO,” or maybe a digital-savvy CIO to lead digital transformation. As we’ll see, in so doing they are too often putting the cart before the horse. They will get better results by assessing their needs for digital expertise first, so I’ll offer a simple yet robust needs assessment process.

Although CSRA’s client work shows accelerating digital adoption […]

CIO Guide to CDOs and Digital Transformation: How to Adapt and Thrive

CIO Guide to CDOs and Digital Transformation: How to Adapt and ThriveCIO Guide to CDOs and Digital Transformation summarizes a presentation I gave to TechLeaders Association, a Chicago-based CIO group. It will brief you on how digitally empowered B2C and B2B customers are forcing change on enterprises by demanding seamless interactions across digital and analog interfaces, the rise of the Chief Digital Officer and how CIOs can use this disruption to their advantage. Omni-channel will become the new normal in industries in which a leader provides the omni-channel experience and raises the bar. While explaining omni-channel, I asked the room how many had abandoned transactions with ecommerce or mobile sites because they were too difficult to use, and 40% raised their hands. When leaders field their omni-channel experiences, customers will reject laggards en masse. CIOs can use these developments to their advantage, and the CIO Guide to CDOs and Digital Transformation shows how.

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Omni-Channel From Brand and Agency Viewpoints: DAA Chicago Symposium

Omni Channel From Brand and Agency Viewpoints: DAA Chicago SymposiumOmni Channel From Brand and Agency Viewpoints takes you behind the curtain of the digital provider world. The audience of the Digital Analytics Association’s Chicago Symposium was focused on omni-channel from the point of view of how its moving parts functioned because members buy and sell media and marketing content. Brand and agency digital professionals are caught in the tidal wave of data, which is straining legacy processes and relationships to the limit.

However, “Attribution” stole the show from omni-channel—and, for a fascinating reason. The same capabilities that enable big data give ecommerce vendors the ability field solutions that “attribute” the value of each media asset to the customer purchase. Hence, attribution is a massive accounting exercise, but it is disruptive to the digital media ecosystem because it enables, in theory, far more inclusive and granular counting of digital content’s impact on ecommerce or mcommerce or even in-store purchase. This is bringing accountability to digital and advertising firms. Just think of all the media that customers see before they purchase something. Agencies and vendors are […]

Digital Transformation's Personal Issue: It's the Key to Customer Experience

Digital Transformation’s Personal Issue reveals personal treatment to be the key to breakthrough customer experience, and it shows how digital social spaces enable Chief Digital Officers to use personal treatment to create more profit. Before they arrive, though, they need to lead their organizations through the Personal Issue. Digital Transformation's Personal Issue

The Personal Issue refers to a perceived conflict between empowered customers and profit-starved companies. Digital social technologies are enabling customers to “re-personalize” business and society because their online interactions among themselves are personal, which is changing their expectations of all interactions.

However, businesses resist treating customers personally because they fear cost and inefficiency. They don’t understand the digital social economics of treating customers personally online, at scale.

Meanwhile, the missions of chief digital officers (CDOs) and chief customer officers (CCOs) are creating bold new “customer experience” and profits by using digital technologies to transform organizations, brands and businesses. They will fulfill their missions far more quickly and completely by using the key.

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Noodle XI: The Rise of Design and Fall of Nokia, RIM and Motorola

The Rise of Design Signaled the Fall of Nokia, RIM and MotorolaThe rise of design signaled the fall of Nokia, RIM and Motorola describes how engineering is becoming less important in distinguishing hightech and other products from each other. It also presages a seismic shift away from product towards customer experience in determining market leaders for people-oriented products and services. A very large portion of product companies will follow in the footsteps of these three former mobile phone titans unless they transform their focus from product features (engineering) to customer experience (design).

By no means do I imply that engineering is not important—in fact, it is more important than ever—I assert that it is less important than design in differentiating people-oriented products. Engineering is abstracted away from the customer/user of the product, and design explicitly addresses how the customer uses the product to attain outcome(s).

Design is to the Knowledge Economy what engineering was to the Industrial Economy.

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Omni-Channel, Retail Mobile and Big Data

Omni-Channel Retail Mobile and Big DataOmni-Channel Retail, Mobile and Big Data offers tantalizing glimpses into current and future omni-channel retail trends and technologies. I “sat down” with three thought leaders and a crowd of smart people on AllAnalytics’ real-time webcast, which featured real-time Q&A with the panelists afterward. You can watch it here.

Panelists Dr. Erik Brynjolfsson, Dr. Yu Jeffrey Hu and Dr. Mohammad Saifur Rahman collaborate on numerous projects, and they are intensely interested in retail transformation. They also referenced one of their recent papers, Competing in the Age of Omnichannel Retailing, and I have added some of its points here as well. The webcast was well moderated by AllAnaytics’ Noreen Seebacher and Beth Schultz.

Although it wasn’t discussed in depth, I observe that big data is especially poignant to retailers for two reasons: they have extremely rich internal, proprietary transaction data on customers (loyalty cards, credit cards, returns information, call center information, service information) and retail customers are the most free-wheeling online. Retail customers discuss their experiences in situations in which they use most types of products. This gives retailers priceless information: […]

The Future of the Retail Store in the Omni-Channel Age

The Future of the Retail Store in the Omni-Channel Age[UPDATED] The Future of the Retail Store in the Omni-Channel Age is third in CSRA’s retail & omni-channel series, and it is especially relevant to Chief Digital Officers, who orchestrate profound organization change using digital technologies and processes. It also offers rare opportunity to high-stakes CMOs. Part1 of The Future of the Retail Store outlines several aspects of market disruption that are affecting retailers as a group, albeit by varying degrees. Part2 features examples of “reimagining retail” for mobile, banking, grocery, hardware and apparel “stores.”

“Future” provides practical examples for the main thesis carried through the series: retailers can thrive by thinking beyond “the product” and its selection, assortment, pricing, etc., because these have a decreasing impact on revenue and profit. Digital social enables customers and retailers to focus on how customers create value with products and services, so when properly used, social is a strong profit driver, and profits are what retailers need to survive and thrive. As examples illustrate, retailers can go with the “showrooming” trend by enabling customers to imagine and […]

Chicago-Style Innovation 2013 [Lightbank Innovation Day]

Lightbank logoChicago-Style Innovation is my notes from Lightbank Innovation Day, which took place on 9 May 2013 at the City Winery (presentations) and Lightbank’s offices (networking). Throughout the day, it was obvious that the Knowledge Economy’s Social Channel was unfolding; entrepreneurs’ startups are stripping off an increasing breadth of enterprise processes and using digital social software to improve them. For example, Needle’s platform creates experts in user (customer) use cases and outcomes that outperform anyone at retail; Fieldglass, HighGround, Fooda, oDesk and TalentBin take aim at various parts of human capital while Aon Hewitt showed how to practice enterprise innovation on the inside; DoubleDutch aims to [at long last] digitize trade shows and conferences through its platform’s geosocial functions. Sprout Social and Contently offered social tools.

Presenters Gian Fulgoni, J Schwan and Ramon De Leon shared valuable advice for entrepreneurs, investors and enterprise executives. Fulgoni provided statistics that showed how mobile was eclipsing ecommerce and analog commerce; Schwan opened the audience’s eyes to Ubiquitous Computing and the Internet of Things, and De Leon showed the power of (pervasively ;^) being yourself.

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