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IBM Makes A Big Move On A Blue Ocean Opportunity

IBM announced this week the launching of the IBM Customer Experience Lab in Yorkville, NY. The Lab will bring together 100 researchers and consultants into what sounds like a center of excellence to help clients with “front office integration” around three general ideas: Customer insights Customer engagement Employee engagement The first–customer insights–isn’t new ground for […]

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Participants explore the Dell Social Media Lis...

The Dell Social Media Transformation

Dell has established itself as a model of a large corporation embracing social media not just to improve customer service, but to change the corporate culture completely, to one that is open, authentic and trustworthy.

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The Search For Google’s Soul

At SXSW Google’s Marissa Meyer, VP of Customer Experience, laid out a product road map for Google that is focused on making the search service more valuable locally by providing contextual information and some whiz bang new technologies like augmented reality. Yelp, Groupon, etc–beware

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Moving On By Native Instincts

I’m starting an amazing voyage today. I’m joining Native Instinct of San Francisco as a partner.

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