ThinkJar – The Blog (Archive)!

In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer's conference) in the most eloquent way possible. It's the customer experience, my friend.  It's the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies - which …

Continue reading "Can You Sell $10B by Focusing on Customer Experience? (short post)"

Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would've used this storyline back in the mid-2000s, SAP would've likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft.  Today? Too …

Continue reading "The SAP CRM Story: 18 Years In The Making – Is It Finally Right?"

I wrote before this: AI will never match human intelligence because it lacks the three I's: Intuition. Imagination. Innovation. These things can be programmed, of course - everything can, but even if programmed are not going to "continue to grow on their own" as human's do. The lack of any of the three, or the …

Continue reading "The Three I’s of AI – One More Time, With Gusto!"

ah, the wonders of having been there, done that, and having the t-shirt.... i actually have tons of t-shirts. i have not only done many things early, that's what comes with being an analyst for 20 years - the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i …

Continue reading "Experience? Engagement? Same Difference! Right?"

Oh, Facebook -- you had us all at "free games and pictures of high school crushes today" So, why are we that mad at them? Why is Facebook's the new incarnation of evil? I talked about this with Ray Wang and Vala Afshar last Friday during the latest and greatest episode of DisrupTV - and …

Continue reading "That Facebook Thing? We’re Stupid, That’s Why We’re Mad"

(lengthy post warning: over 4,000 words) I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off. The first webinar was the basic definition and …

Continue reading "These Are The Last 12 Questions You Had On Customer Experience – Promise!"

I figured I'd try a little bit of click-baiting, see how it works... Beyond the lame title, this is a good post.  Another one in the "I did an amazing webinar, and these are the questions I did not get to" series. Number two, and am doing another one on Tuesday (tomorrow), so I will …

Continue reading "I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned"

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience. It was fantastic, seriously - here's the link if you want to check it out (registration required), and we had a very engaging (that's what the comments said) conversation about why …

Continue reading "Four Questions You Have About Customer Experience (and answers)"

I came across this "short" (25 minutes or so) video by Andreessen Horowitz partner Peter Levine. I don't like people that announce "death of" or "end of" or similar (see Mainframes, COBOL, even tape for a simple explanation why). However flawed the thinking, there are some very good points he is making (and a very …

Continue reading "Edge Computing: Interesting Video, Even If Flawed"

Clickbait!  let's talk about cryptocurrencies... Just kidding. I have a very good friend, someone would even say my BFAM or best friend, with whom I usually have this conversation: Him: How are you doing? Me: Well, these are the many things I want to complain about...(list of small things that annoy me and bother me) …

Continue reading "What Should We Worry About Today (Strategy Version)?"