Updates from September, 2019 Toggle Comment Threads | Keyboard Shortcuts

  • feedwordpress 17:14:59 on 2019/09/19 Permalink
    Tags: Digital Disruption, Digital Transformation,   

    Introducing: Digital Directive, Benchmark and Roadmap 

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    I’m excited to announce our latest offering, the Digital Directive a digital transformation diagnostic and roadmap.

    After years of research reports, and dozens of meetings with decision makers on our new offering, I’m proud to announce our company, Kaleido Insights is launching a new offering called the “Digital Directive”

    We help digital and innovation leaders at large companies, by benchmarking the digital maturity of a company (over 60 criteria based on our existing body of research), document on a scorecard, and provide an actionable roadmap. A few quarters later, we come back and rescore the company, demonstrating the improvements of the program.

    I’m honored to have partnered with my business partners Jaimy Szymanski, and Jessica Groopman to develop this offering and help companies move forward with their digital efforts. Below are some key screenshots of the offering, and if nou wanted to learn more, please email me at jeremiah@kaleidoinsights,com.

    The Digital Directive Scorecard we provide demonstrates a company’s maturity. Not shown: the customized roadmap to improve a company’s digital efforts,
  • feedwordpress 00:01:29 on 2019/09/15 Permalink

    The Rise of Digital Feudalism; Chances are, You’re a Serf. 

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    Gaping Void
    Gaping Void

    This was originally posted on Hugh McCloud’s Gaping Void newsletter.

    Technology has fulfilled many promises from connecting the world, enabling transparency to increase the speed of otherwise slow processes. While we can and should celebrate the benefits of the tech industry, we also need to recognize that the promise of “power to the people” was a false promise. Just a few decades after the birth of the internet, we can see that power is centralized to the very few, harkening back on prior eras – the era of feudalism.

    What’s feudalism? Dusting off our history books, it was a class-based system that was led by kings who granted land and resources to lords, who in turn ran the castles, who then managed the lowly-working serfs. In today’s modern tech era, we’re seeing a similar model emerge called digital feudalism. In this model, the investors (kings) grant resources to the tech entrepreneurs (lords), who then build software for the masses to use. If you can’t relate to either of these roles, then chances are you’re a modern-day digital serf.

    A modern-day serf is doing the work for others: creating content, creating data, driving others around, managing physical properties for rent so others can profit on marketplaces, and working for others as a contractor without full benefits. This working-class willingly signed over their rights in the lengthy and ever-changing terms of service they quickly glanced over before hitting “agree.” The entrepreneurs use this free labor to generate eyeballs, sell the data and monetize the wealth for themselves and the investor class.

    One interesting role which has had a unique rise is the artist class. In prior eras, they had to overcome challenges for their work to be seen. In today’s digital world, they can quickly be discovered on social websites enabling their creativity to shine, like our mutual friend here, Hugh. Additionally, as we see many roles becoming automated and digitized, the need for human roles increases artists, poets, thinkers, musicians, and philosophers.

    To modernize the last word of Mikhail Aleksandrovich Bakunin’s famed quote; “In antiquity, slaves were, in all honesty, called slaves. In the middle ages, they took the name of serfs. Nowadays they are called users.”

  • feedwordpress 13:59:40 on 2019/06/23 Permalink

    Satellites as a Service: What, Why, and How. 

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    Satellites as a Service: What is it?
    The Collaborative/Sharing Economy is now applied to Satellites. Now you can “own” your very own Satellite, for just a fraction of the time and price. Just as Uber enabled anyone to access expensive town cars and chauffeurs, and Airbnb enabled us to access beach-side mansions for a single night, this sample business model is applying to expensive satellite technology.  You don’t need to be a tech billionaire or government agency to launch you own space fleet into orbit, you can simply rent some of theirs.

    Key Terms to Know: Satellites as Service:

    • Satellite as a Service (SataaS) – You no longer need to own your own satellite, now you can have access with pay-as-you-go services, similar to Uber or Airbnb for orbiting technology/
    • Ground Station – The vital links on the ground that transmit data to and from orbiting satellites. Also called “earth stations.” Connects to the cloud providers.
    • CubeSat – Miniature satellites that are approximately 4 in. x 4 in. x 4 in created by using off-the-shelf technologies; over 900 are in orbit.
    • Downlink/Uplink – Downlink is the link from a satellite down to a ground station. Uplink is the link from a ground station up to a satellite.
    • X band, S band – Radar frequencies being used by the satellites. X band is at a higher frequency and providers higher resolution images, where S band has a lower frequency, but is less affected by weather like fog. Many satellites carry transmitters with both frequencies as they are complementary.
    • Cloud Services. You’re already familiar with this technology, but now, they are ingesting satellite-based service data, meaning all of us can soon access for a marginal fee.

    Satellites as a Service: Why will it Matter?
    This emerging trend really captured my attention for a few reasons: 1) Anyone can soon access data from space, and 2) It’s the Collaborative/ Sharing Economy being applied to yet a new set of assets: in space. 3) The data that will be delivered is literally world changing, I’ll explain all of this, below. All of this is part of the bigger trend I’m seeing, as the sixth digital era, as we shift to off-world technologies.

    Satellites as a Service: How will Companies Use?  
    Companies like Amazon and Planet Labs are making satellites relevant to every business and soon regular ol’ consumers. There is so much data in space that has a number of different applications and these services are making it easier to access them. Just imagine, on-demand imagery of everything. How could you use it?

    Use Case (above image): Watch your house for intruders at night regardless of cloud cover or smoke for a nominal subscription fee and connect with your other security systems.
    Use Case: Enable satellites to keep track of you during a long hike, which can see thru vegetation. smoke. and where cell phone towers do not reach.
    Use Case: Check actual traffic patterns, analyze your commute.
    Use Case: Access crop health, and actual sourcing of goods from the farm where you’re consuming your own food and beverage.
    Use Case (Above image): Look and analyze infrastructure quality like bridges, during normal usage and during storms.
    Use Case: Look for survivors and emergency crews during fires, these satellites peer thru smoke. Similarly, look for which manufacturing building or forest or downed powerline is producing the emissions or smoke.
    Use Case: Look at actual traffic to your store, and that of competitors; validate or refute market rumors and drive better decisions with new visibility

    (Images courtesy of Planet Labs, Inc. and Donald Giannatti via Unsplash )

    Get the big picture of our little planet; change your business. In video games, there’s a birds eye view to see an entire map and all the players which is called “God View.” Satellites as a service gives all of us mortals god view, the implications are as vast as your imagination can take you. Our new reality is taking us to outer space. New business models are going emerge, as this industry takes off.

  • feedwordpress 22:16:40 on 2019/06/12 Permalink
    Tags: Customer Experience   

    Three Ways Companies Can Offer a Smooth Customer Experience Over a Complicated One. 

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    Imagine having a challenge with a new product you purchased, you want to communicate via chat, but they push you to a 1-800 number, only to be put on hold, routed to various call center agents who asked you the same information time and time again — and finally only to be hung up on? Yeah, that has happened to me, and it’s not a company that I’ll recommend to others.

    If you’re like me, this is a reality for many customers. I wanted to share both a vision of what an ideal customer experience looks like, as well as share some personal interactions I’ve had with brands. Today, customers have higher-than-ever expectations on companies in their interactions:

    1. Customers expect responses in near real-time and at all hours of the day. I can relate. Recently, I had a tech support issue for an internet communication device. I was on hold for nearly an hour awaiting a rep in a far-off country. What’s a sign of customer frustration? When I’ve heard the same hold music so many times that it’s repeating in my head. In an ideal state, I should be able to self-support using a pre-scripted chat bot, or access a customer community that could give excellent support. We know this: today’s customers expect speed in an on-demand world.
    2. They expect a smooth, unified experience. Like in real life, we want to speak to the right person — not be passed around like a hot potato on a hot day. Recently, my family was an innocent victim of a fender bender, and upon contacting our insurance agency, they routed us in circles to various business units for a common claim. Furthermore, to update our contact info, we had to separately contact various departments to give them our correct info — we had concerns that our claim check would not be correctly delivered to us. Data shows we’re not alone, in a recent study from eGain, customers are frustrated that 41% Different customer service agents give different answers and 34% Customer service agents don’t know the answer. We just want to get to the heart of the problem
    3. Customers expect companies to be present in the digital channels they’re familiar with. Some companies require you to use the channels that the company prefers — rather than the channels the customer already uses. With so many consumers shifting to mobile first, or mobile-only, brands need to shift their offerings. “9 out of 10 consumers globally want to talk to businesses using messaging; but only 48% of businesses are equipped to do so.” Recently, I had an issue with a product purchased at Target for a Mother’s Day gift which I shared the puzzling issue on Twitter, they responded to me on social media, within one business day, and rectified the issue with empathy, a gift card, and professional communications. They kept on the primary channel, in this case social media, and solved the issue. Nicely done. It’s in their best interest, with research showing companies with multi-channel customer service have a 91% higher year-over-year increase in customer retention, compared to organizations who don’t provide varied options. Hey brands: fish where the fish already are.

    My new contact Darryl Kelly-McDade from RingCentral, shared with me he just purchased some new $400 high-end noise cancelling headphones, but was having some issues with the active noise cancelling features. He went to headphone company’s website but it’s hard to find someone to ask a question, furthermore, he had to write down the “contact us” phone number, wrote it down, had to dial, then was presented with an automated IVR experience with seemingly endless set of choices, and poor voice recognition. Finally, he was routed to an agent that wasn’t well prepared or informed. Frustrating.

    On the other hand, I’ve received a great customer experience from GoRuck, a company that makes rugged backpacks and offers even more rugged-events that I love to participate in. Their team knew my records, gave personal recommendations on products (that they actually use). Their customer support team is filled with purpose, as the staff that are repairing items are veterans. While their products are significantly more expensive than others, I know this is a brand that stands behind their quality product, as well as offers top notch customer service. They’re not alone, I Twitter-sourced a few other examples of companies that have provided a great experience.

    Aside from our personal frustrations, this adds up to actual business pain problems. “42% of customers walk away from a brand in frustration and 1/5 never come back.” which means, that all that money spent in marketing and sales to close a new client, can often result in costly customer-churn, if the customer experience is not being met.

    In summary, companies need to offer a delightful customer experience that spans the three areas: fast, real-time responses, unified experiences, and meet customers in the channels they expect. You can continue this conversation with RingCentral, who sponsored this post (although I wrote and edited it myself) by meeting them at X conference. Darryl and team from RingCentral will be at Booth #802 at Customer Contact Week in Las Vegas June 24-28, would love to meet you, show a demo, and introduce you to one of their customers who is doing it right, Goosehead Insurance, who maybe I need to speak to.

    This post was written by me, Jeremiah Owyang, but sponsored by RingCentral. Photo credits, by Pexels, used within license.

  • feedwordpress 15:15:47 on 2019/06/09 Permalink
    Tags: , ,   

    Video: Tech Wellness Speech 

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    It was an honor to present at Techonomy category. in NYC this spring. If I had to assign three keywords to this event, it’s “Tech, Business, and Purpose”. They frequently made references to the United Nations Sustainable Development Goals, which we should all be aligning our efforts towards.

    In this short 12 minuted “TED” style speech, I spoke about the rising trend of Modern Wellbeing, where consumers are using technology to improve their own health and wellness. They’re leaning on powerful companies like Apple, Google, Amazon and hundreds of startups.

    I have a longer version, and even a workshop that I’ve presented to HR leaders, you can read my other related posts on this topic, under the Modern Wellbeing category.
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