Trust is shifting to the network

Our trust in institutions and the establishment is in severe decline. At the same time, we are getting into cars with strangers and letting strangers sleep in our houses. We are increasingly deciding who to trust based on what the network of our peers says. Historically, societies have looked to leaders, institutions and deities to… Read More »

Complexity demands collaboration

In a world of increasing complexity, unpredictability and sheer randomness, the idea that traditional, hierarchy-based leaders can lead us to a better future is both naive and dangerous. Nobody’s in control. Nobody knows what the future will bring. Things have become just too complicated. In such an environment, the most dangerous are those full of… Read More »

Digital organization customer disconnect

The Great Wall of Digital is being built between organizations and customers. Before the Web, the average person could visit a dealer 9 times before buying a car. Now, it’s down to an average of 1.3 times. This is according to Conrad Fritzsch, from Mercedes-Benz, who presented at a Netcentric conference in Lisbon in January… Read More »

Collaborating beyond our comfort zones

Cooperation and collaboration are how societies have been built. Our history books—like Hollywood films—mythologize the heroic leader, but it is the humble collective upon which civilizations have laid their foundations. The villagers of Palanpur “have remained poor, even by Indian standards,” Samuel Bowles wrote in his 2003 book on microeconomics. “I approached a sharecropper and… Read More »

Fake news, distrust and anti-marketing

The global trust epidemic has become a pandemic. Historic lows are being reached in people’s distrust of government and business. The system is broken. The 2017 Edelman Trust Barometer makes for grim reading. “For the first time in 17 years, people’s trust declined in every kind of institution we asked about” “Public trust in media… Read More »

How does price affect the “user” experience?

It is silo-based thinking to think that there is a set of user experiences and a set of customer experiences. There is only one set of experiences, and every single interaction with the organization contributes to it. I have always disliked the word ‘user’. What do drugs and the Web have in common? Traffic, Users… Read More »

Digital is making government redundant

Government, like all organizations, claims to exist to serve citizens but in reality is usually more interested in serving itself. Digital is increasingly exposing government incompetence and how remote from the real life of people so many in government are (particularly at a senior level). “We see government programs that are not designed to help… Read More »

Without fairness societies will fail

Since the Second World War many societies have had a contract of fairness. Somewhere in the 1980s that contract began to be broken, and we are now paying a heavy price for that break. In the 1960s almost 80% of citizens trusted government in the US, while over 60% thought government “is run for the… Read More »

Cultural Essentials for Digital Transformation

The essence of digital transformation is not technological, but rather about culture and attitude. We must shift from an organization-centric view of the world to a customer-centric one. Here are some of the essential characteristics of a truly customer-centric organization. Customer top tasks What is most important to the customer, rather than what is most… Read More »

Customer experience has become real business

When I started out on this Web journey back in the mid-Nineties, I was a bit idealistic and naïve. I actually believed that the Web could be a place where people could find and do what they needed to do as quickly and easily as possible. I actually believed in marketing concepts like ‘the customer… Read More »