Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would've used this storyline back in the mid-2000s, SAP would've likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft. Today? Too …
Continue reading "The SAP CRM Story: 18 Years In The Making – Is It Finally Right?"
I wrote before this: AI will never match human intelligence because it lacks the three I's: Intuition. Imagination. Innovation. These things can be programmed, of course - everything can, but even if programmed are not going to "continue to grow on their own" as human's do. The lack of any of the three, or the …
Continue reading "The Three I's of AI – One More Time, With Gusto!"
ah, the wonders of having been there, done that, and having the t-shirt.... i actually have tons of t-shirts. i have not only done many things early, that's what comes with being an analyst for 20 years - the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i …
Continue reading "Experience? Engagement? Same Difference! Right?"
Oh, Facebook -- you had us all at "free games and pictures of high school crushes today" So, why are we that mad at them? Why is Facebook's the new incarnation of evil? I talked about this with Ray Wang and Vala Afshar last Friday during the latest and greatest episode of DisrupTV - and …
Continue reading "That Facebook Thing? We're Stupid, That's Why We're Mad"
(lengthy post warning: over 4,000 words) I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off. The first webinar was the basic definition and …
Continue reading "These Are The Last 12 Questions You Had On Customer Experience – Promise!"
I figured I'd try a little bit of click-baiting, see how it works... Beyond the lame title, this is a good post. Another one in the "I did an amazing webinar, and these are the questions I did not get to" series. Number two, and am doing another one on Tuesday (tomorrow), so I will …
Continue reading "I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned"
On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience. It was fantastic, seriously - here's the link if you want to check it out (registration required), and we had a very engaging (that's what the comments said) conversation about why …
Continue reading "Four Questions You Have About Customer Experience (and answers)"
I came across this "short" (25 minutes or so) video by Andreessen Horowitz partner Peter Levine. I don't like people that announce "death of" or "end of" or similar (see Mainframes, COBOL, even tape for a simple explanation why). However flawed the thinking, there are some very good points he is making (and a very …
Continue reading "Edge Computing: Interesting Video, Even If Flawed"
Clickbait! let's talk about cryptocurrencies... Just kidding. I have a very good friend, someone would even say my BFAM or best friend, with whom I usually have this conversation: Him: How are you doing? Me: Well, these are the many things I want to complain about...(list of small things that annoy me and bother me) …
Continue reading "What Should We Worry About Today (Strategy Version)?"
2017 was an --- er, interesting year. Among many changes in my life, and we can talk about those later, I made two big decisions: I left Twitter (voluntarily, and willingly) in October and I stopped writing in public (long story, not really voluntary, more like a sign of the times thing... KWIM). I am …
