Last week I gave the closing keynote at KANA Connect 2012 in Las Vegas, on The Future of Customer Service. I packed in a wide-ranging view on where customer service is going, including the impact of connectivity, the rise of new channels, where value will reside in relationships, and what supports the integration and integrity […]
My recently launched Future of Work framework provides a highly summarized overview of the future of work. Over coming months I will delve into specific aspects of the framework. One of the most important issues is divergence in labor productivity, mentioned as the fourth point under Labor Productivity in the Economic Structure section. Across industries […]
Last week I gave a keynote at an internal conference of a large technology services firm that has recently acquired another firm. The conference brought together senior executives and managers from the two organizations so they could get to know each other and plan how they would work together with existing and new clients. A […]
On Friday I was interviewed on the current affairs program Today Tonight about the future of fast food. Click on the image to see a video of the segment. Perhaps the dominant trend in society today is increased expectations. Those expectations apply across all domains, but absolutely in the immediacy of our everyday lives. As […]
Yesterday I released a first version of my Future of Work framework. I think that a detailed explanation of the outline framework would be a very useful complement to the visual landscape, and I aim to provide that over coming months in a series of blog posts, videos, and other content. Click on the image […]
We have recently been advertising for a Genius projects/ marketing/ web/ publishing assistant/ manager – part-time in Sydney. As we describe in our working principles document, the process starts with an interview and tests, after which we offer the most interesting candidates a one-day trial, in most cases offering to pay $250. For those we […]
I have been working with one of the world’s largest private companies, which is engaged in a strategy project looking at the future out to 2025. Today a key workshop for the project was run, where we refined the project process and I provided some perspectives on the future of work as input to the […]
Last Friday I was interviewed on ABC’s News Exchange program about ebooks and their impact. Click on the image to view the video of the program. The ebook segment is around 13:30 – 17:15. We covered a lot of territory in the interview, ranging across topics including why ebooks are rising so rapidly to the […]
Forbes has a nice story about the history of WordPress and the role the open-source software plays in the for-profit business Automattic. The article at one point says: Automattic has an idiosyncratic workplace. As a legacy of its open-source roots its 120 employees are spread across 26 countries and six continents. Although most work alone […]
A major challenge for organizations that are considering internal social media initiatives is that a business case including a financial justification is frequently required. To be frank, I think ROI calculations for social initiatives are in most cases a waste of time, because so many of the benefits and costs are unknowable before the initiative. […]
