How technology enables companies to connect with customers
My perspective of CES as a tech analyst, when most products will not become reality. A review of my approach, notable technologies, commodity technologies, and what to expect in the future. … Continue readingCES 2020: Finding Reality in a Deluge of Utopia
Please see above embedded YouTube recording, or access directly, of an interview I recently completed with my long term friend Marshall Kirkpatrick who leads Analyst/Influencer Relations at Sprinklr. We discussed my take on the Six Digital Eras, Tech Wellness, and how businesses will respond to these future trends. I’ve really enjoyed how our careers have intertwined from the early days of social media to how digital has impacted companies in every role and department. A few of the resources I cited: Six Digital Eras, and my posts on Modern Wellbeing. Photo from Pexels
By Jeremiah Owyang, Jessica Groopman and Jaimy Szymanski. Digital transformation has become a top priority to many companies, yet to provide clarity to an overused term, we published a definition and now share a maturity framework with descriptors. We define digital transformation as: a technological, cultural, and operational shift in which organizations leverage data to deliver customer value, innovate with agility, and sustain vitality. The final word of this definition is the end state: “vitality”. This suggests the organization is architected to be proactive and foster new business growth both internally and externally across an ecosystem of customers, partners, and beyond. So how do companies get to vitality? As a research firm, we’ve conducted over 200 interviews over the last … Continue readingPhases of Digital Transformation Maturity: from Stunted Awareness to Sustained Vitality
Digital Transformation Defined If you’ve read the myriad definitions of digital transformation and thought they sounded a decade old, you’re right. Many of the definitions, while certainly appropriate at the time, were focused on digitization over transformation (aka turning paper into PDFs). As a result, the definitions have become either too narrowly scoped or rich with meaningless buzzwords. At Kaleido Insights, we think it’s time to refine the definition of digital transformation to better reflect the data-driven era we find ourselves in. We’ve interviewed scores of business and technology leaders to gather inputs, as well as engaged in discussion on social media. The result is a working definition (read: it will keep evolving!) that speaks to the modern-day innovator’s charter: … Continue reading(Re)Defining Digital Transformation in a Data-driven Era
he Digital Directive by Kaleido Insights is a heuristic evaluation of Digital Transformation within a company, there are seven major modules and over 60 total specific criteria. Many companies talk about “Digital Transformation” but use it in a limited fashion, such as: just turning paper into PDFs or using web tools to communicate to customers, but in the end, the core culture, and even business model has changed. The scope of digital transformation is wide: In our offering the Digital Directive, we’ve segmented it in seven major modules (each spans multi-departments), for a total of 60 criteria in how we scan this for companies in our Digital Diagnostic offering. The seven modules you must analyze include: Strategy, Data, Customer Experience, … Continue readingDigital Transformation = Culture & Business Model Change
Photo by NASA on Unsplash This is an important trend: imagine having a birds-eye view of your home, commute, company, supply chain or competitors. Recently I gave you the What, Why & How of Satellites as a Service. Now, I’m going to break down the current players in the space – pun intended. Quick recap – You can now “own” your own satellite with Satellites as a Service. Rent space on someone else’s satellite. The sharing/collaborative economy has gone to space. It’s key we understand this trend, as this data-service will provide incredible troves of information about your customers and competitors — and they will get access to this information, too. Ground StationFounded201020192012Key ExecutivesChris Boshuizen, Robbie Schingler, Will Marshall (all ex-NASA)Shayn … Continue readingTech Trend: Rent a Satellite from These Companies
I’m excited to announce our latest offering, the “Digital Directive”, a digital transformation diagnostic and roadmap from my company, Kaleido Insights.After our years of research on how large companies are adopting digital, we’ve heard that company’s are struggling to measure the breadth and width of digital change at their company. Finally, here’s a way to see all the moving parts, on one single page, a critical step before outlining future plans. We help digital and innovation leaders at large companies, by benchmarking the digital maturity of a company (over 60 criteria based on our existing body of research), document on a single scorecard, and provide an actionable roadmap. A few quarters later, we come back and rescore the company, demonstrating … Continue readingIntroducing: Digital Directive Benchmark and Roadmap
This was originally posted on Hugh McCloud’s Gaping Void newsletter. Technology has fulfilled many promises from connecting the world, enabling transparency to increase the speed of otherwise slow processes. While we can and should celebrate the benefits of the tech industry, we also need to recognize that the promise of “power to the people” was a false promise. Just a few decades after the birth of the internet, we can see that power is centralized to the very few, harkening back on prior eras – the era of feudalism. What’s feudalism? Dusting off our history books, it was a class-based system that was led by kings who granted land and resources to lords, who in turn ran the castles, who … Continue readingThe Rise of Digital Feudalism; Chances are, You’re a Serf.
Satellites as a Service: What is it? The Collaborative/Sharing Economy is now applied to satellites. Now you can “own” your very own satellite, for a fraction of the time and price. Just as Uber enabled anyone to access expensive town cars and chauffeurs and Airbnb enabled us to access beach-side mansions for a single night, this same business model is applying to expensive satellite technology. You don’t need to be a tech billionaire or a government agency to launch your own space fleet into orbit, you can simply rent some of theirs. Key Terms to Know: Satellites as a Service: Satellites as a Service (SataaS) – You no longer need to own your own satellite, now you can have access … Continue readingSatellites as a Service: What, Why, and How
Imagine having a challenge with a new product you purchased, you want to communicate via chat, but they push you to a 1-800 number, only to be put on hold, routed to various call center agents who asked you the same information time and time again — and finally only to be hung up on? Yeah, that has happened to me, and it’s not a company that I’ll recommend to others. If you’re like me, this is a reality for many customers. I wanted to share both a vision of what an ideal customer experience looks like, as well as share some personal interactions I’ve had with brands. Today, customers have higher-than-ever expectations on companies in their interactions: Customers expect … Continue readingThree Ways Companies Can Offer a Smooth Customer Experience Over a Complicated One.