What is Gamification?
Gamification… the buzzword is all the rage and one thing I can’t help but observe is that it means different things to everyone you talk with, even though the core concept of creating incentives for users of an app or service to do specific tasks is pretty well accepted. Here’s what the functional breakdown means […]
CRM 2012 Forecast–The Era of Customer Engagement Begins
I have to tell you up front – this is not strictly a forecast. There are elements of a forecast – a few likely trends for 2012 are embedded in the piece. But just so expectations are clear, this is more of an assessment of what I think is an important shift in Social CRM […]
Business Model Disruption
In the wake of Oracle’s missed quarter I have seen the words ‘business model” bandied a few times. My reaction: we ain’t seen nothing yet. As Don Tapscott summarizes succinctly “There are two kinds of business models: those that have been disrupted by technology, and those that have yet to be” One of my elite […]
The defining outsourcing moments of 2011
Well, another year goes by and HfS yet again escapes any legal action, terrorist attacks at our office, or disappearing bodies for being thoroughly unafraid to call the industry on its issues. So let’s reflect some of the defining moments of 2011
Monday’s Musings: 10 Mega Business Trends To Watch For In 2012
The Shift From Transaction To Engagement Ushers A New Era For Businesses. As organizations enter the evolution from transactional systems to engagement systems, a shift is happening in business (see Figure 1). Engagement requires a different design point and business model for success. Engagement must account for sense and response, massive social scale, conversation, new […]
