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Customer Experience is the New Marketing and Customer Experiences are the New Brand


My friends Rob Cottingham, Gerard Francis Corbett and I have had some fun lately. One way to gain perspective on our modern reality is to do so through humor.

Facebook is Becoming a Social Operating System for Human Beings


At f8 2017, Facebook aims to become your social network for reality, augmented reality and virtual reality…really.

Culture is Either the Roadblock or Highway to Innovation – We Need Leadership not Management


After studying customer experience, digital transformation and innovation for so many years, I’ve found that the next big thing in business (r)evolution is culture.

Dear Startups: Disrupt Yourself To Disrupt The Industry


Here’s something you may not know about me…Before I focused on studying digital transformation, innovation, culture and digital anthropology, I used to exclusively work with enterprise tech companies and startups going back to the (gasp) early 90s.

Uber’s Very Bad Horrible String of Events


Uber is en route to a massive IPO. As the company gets closer to its destination, its once 5-star rating is rapidly diminishing.

Is Your Marketing Strategy Aimed at the Present or the Future?


If you’ve designed your marketing strategy around what your market expects today, you may want to revisit it.

Customer Experience vs. Just Experience: Why the difference is key to brand relevance and relationships


Customer experience aka CX is one of the most important trends changing business today. And, experts believe that it represents the next big competitive advantage for companies that invest in it.

Techonomics: Disruptive Technologies and The Effect on Business and Humanity


My friend Jason Middleton hosts a fascinating program on KGO 810 in San Francisco/Silicon Valley…Techonomics.

What Makes You a Thought Leader?


That was the question I was recently asked by my friend Vivienne Neale. I wasn’t sure how to reply. After all, we all have our “thought leaders” whom we follow.

Executives Don’t Live the Brand the Way Customers Do and This is Why CX is Shorted


Looking over the horizon. (Image from swissre.com ad.) The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated perspectives, systems and processes.

Executives Don’t Live the Brand the Way Customers Do and This is Why CX is Shorted


Looking over the horizon. (Image from swissre.com ad.) The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated perspectives, systems and processes.

The Key to Creativity and Innovation is Empathy


Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation.

The Key to Creativity and Innovation is Empathy


Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation.

Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance


I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one another, share experiences and envision a new future for customer engagement.

Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance


I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one another, share experiences and envision a new future for customer engagement.

What is Influence 2.0 and why is it important in the future of CX?


Before social media, before modern digital marketing and before DCX and digital transformation, I spent much of the late 90s and early 2000s studying and experimenting with online influence.

The definition of Digital Transformation


The definition of digital transformation is the realignment of, or new investment in, technology, business models, and processes to drive new value for customers and employees and more effectively compete in an ever-changing digital economy.

Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance


I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one another, share experiences and envision a new future for customer engagement.

Experiences Become Brands and Great Brands Become Experiences


These days, it seems that I travel to events overseas more than in the United States. While many companies around the world believe they are behind U.S.

Experiences are Brands


These days, it seems that I travel to events overseas more than in the United States. While many companies around the world believe they are behind U.S.


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