Looking at The Future of Customer Service
The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two [...]
Social media and utility companies
I’m moderating a panel discussion on social media and utilities at next week’s SAP for Utilities event in Copenhagen. My fellow panelists will include two representatives from utility companies, and one from SAP. This is not new ground for me, I have given the closing keynotes at the SAP for Utilities in San Antonio in [...]
Big data ascends the learning curve
With several big data-themed events coming up this month — among them the global multi-city Big Data Week series — the level of social media chatter around this topic is likely to surge. One vendor that’s well placed to track that buzz is DataSift, whose stock-in-trade is analyzing Twitter data to identify trends. In preparation [...]
Circular [Social Business] Arguments
With respect to why “Social Business” is a natural fit for the world of work, I said on Twitter: @sameerpatel: Often heard #socbiz argument: “humans are social by nature”. Then why is it that #socbiz s/w adoption has been so hard historically? Contradicting this is another popular statement about Social Business: “Its not about the technology, its about [...]
Little Big IT
It’s been interesting watching our daughter’s college talk evolve. As a freshman, there was plenty of “My Big” – as in her big sorority sister. As a sophomore it was more about her “My Little”. Now, Big and Little seem to be equally used. We are going through a phase in IT where Big is [...]
Yes, this is a public shaming. Sorry. (Not really).
Really Microsoft? Did you just DM me TWICE? I will tolerate this from Russian spammers, porn stars, and the occasional life coach, but I will not sit quietly while you damage your brand @MSFTEnterprise. MSFT has always in the upper right “most likely to fail” quadrant for me with Social because the company has always [...]
CxO Talk episode two: Big data, analytics, and HR technology
In this episode of CxO Talk, co-host Vala Afshar and I talk with two brilliant experts who shine a spotlight on analytics, big data, HR, and enterprise software. The conversation is fun (look at the image below), but also brings out an extraordinary level of insight from the guests. CxO Talk is a weekly show that [...]
6 Ways The Pundits Are Dazed and Confused About Google Reader and RSS
One of the you-betcha-surefire Pundit strategies is that when something is getting a lot of heat, like the current flap over Google dropping Google Reader, you can get a lot of attention by disagreeing with the crowd. You want to do so in the most colorful possible way, in fact. It’s a common form of [...]
Charging for Your Product is About 2000 Times More Effective than Relying on Ad Revenue
I was reading Gabriel Weinberg’s piece on the depressing math behind consumer-facing apps. He’s talking about conversion rates for folks to actually use such apps and I got to thinking about the additional conversion rate of an ad-based revenue model since he refers to the Facebooks and Twitters of the world. Just for grins, I [...]
New JobVite products: Engage and Refer
Yesterday, I had a chance to talk again with Dan Finnigan, CEO of JobVite. JobVite’s been a pioneer in connecting social media, workers’ connections to other prospective workers, and, recruiters for years. Their core product defined how employers could tap into the social connections of workers to find more people just like the best and [...]
