The Future of Customer Engagement Starts with an Upgrade in Human Perspective


This post is by Brian Solis from Brian Solis


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        Have you ever met someone with whom you instantly connect? Someone so welcoming yet wise and humble but so special that you become instantly inseparable…that they make you better and maybe you help them become better too? That’s my very special relationship with Paul Greenberg. Over the last few years, Paul’s set out to release his latest masterpiece, “The Commonwealth of Self-Interest.” He invited some of his closest friends to contribute including Bruce Temkin, Ray Wang, Brent Leary and Esteban Kolsky.

Twenty-first century customers are demanding more than ever – they will communicate with a company in whatever channel they need to at the time they want to. They want their interactions with the company to be seamless, convenient and simple. They want to get whatever it is they want to do with your company done as fast as possible. AND they want more

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The History of Business Phone Service


This post is by Brian Solis from Brian Solis


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The future of business phone service lies in the history of Voice over Internet Protocol or VoIP. Introduced in 1973, VoIP is a form of the electrical telecommunication system. A technology used to send and receive phone calls via an Internet connection. It no longer warrants the need for a landline or phone service. The many contributions to the tech industry, over the years, are what led businesses to the doors of VoIP. Without these certain inventions, the new business communication system would cease to exist. Thus, to gain a better understanding of how VoIP came to be, we must go back to learn more about what came before the invention of VoIP. What Came Before VoIP?
Pre-Electrical Telecommunication Systems
Electrical Telecommunication Systems
The Major Inventions Which Led To VoIP
How the Business Phone System Meets VoIP
What is PBX?
The Business Phone System Becomes Acquainted with PBX
PBX Plus
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FIR 183: Let’s get personal


This post is by neville@nevillehobson.com (Neville Hobson) from Neville Hobson


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The May 2019 edition of “The Hobson and Holtz Report,” aka For Immediate Release episode 183, features Neville Hobson and Shel Holtz talking about these stories:
  • A trio of technologies — from Google, Amazon, and The New York Times — show how marketers will be able to get into your head, assess your emotional state, and manipulate your intent.
  • GDPR is one year old. Has it succeeded in protecting Europeans’ privacy?
  • PR professionals are relegating earned media to the dustbin.
  • Arabic podcasts are on the rise, embracing a long tradition of oral storytelling.
  • More CEOs were terminated in 2018 over ethical lapses than financial performance.
  • The Wall Street Journal is limiting comments to paying subscribers, and it’s working.
  • Dan York reports on a new podcast report from Andreesen-Horowitz and looks at two podcast announcements from Spotify.
Special thanks to Jay Moonah for the opening and closing music.

Listen Now

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FIR 183: Let’s get personal


This post is by neville@nevillehobson.com (Neville Hobson) from Neville Hobson


Click here to view on the original site: Original Post




The May 2019 edition of “The Hobson and Holtz Report,” aka For Immediate Release episode 183, features Neville Hobson and Shel Holtz talking about these stories:
  • A trio of technologies — from Google, Amazon, and The New York Times — show how marketers will be able to get into your head, assess your emotional state, and manipulate your intent.
  • GDPR is one year old. Has it succeeded in protecting Europeans’ privacy?
  • PR professionals are relegating earned media to the dustbin.
  • Arabic podcasts are on the rise, embracing a long tradition of oral storytelling.
  • More CEOs were terminated in 2018 over ethical lapses than financial performance.
  • The Wall Street Journal is limiting comments to paying subscribers, and it’s working.
  • Dan York reports on a new podcast report from Andreesen-Horowitz and looks at two podcast announcements from Spotify.
Special thanks to Jay Moonah for the opening and closing music.

Listen Now

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Agility is the Key to Relevance


This post is by Brian Solis from Brian Solis


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On the importance of agility… Agility is a way of thinking and working. It’s an open and aspirational mindset, perspective and constant series of actions that incessantly seek to deliver new value to evolving markets. Agility is the key to relevance.

Brian Solis, Author, Speaker, Futurist

Brian Solis is principal analyst and futurist at Altimeter, the digital analyst group at Prophet, Brian is a world renowned keynote speakerand 8x best-selling author. In his new book, Lifescale: How to live a more creative, productive and happy life, Brian tackles the struggles of living in a world rife with constant digital distractions. His model for “Lifescaling” helps readers overcome the unforeseen consequences of living a digital life to break away from diversions, focus on what’s important, spark newfound creativity and unlock new possibilities. His previous book, X: The Experience When Business Meets Design, explores the future of brand and
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The Qualities Needed to Be a Transformational Leader


This post is by Bryan Kramer from Bryan Kramer


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If you’re lucky enough, you’ll come across a transformational leader that inspired you at least once in your life. It could be a teacher, a manager, or your Mom! You’ll probably remember the way they made you feel years later… The post The Qualities Needed to Be a Transformational Leader appeared first on Bryan Kramer.

FIR 182: Hot Bee Action


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Beesexual
The April 2019 episode of “For Immediate Release: The Hobson & Holtz Report” features co-hosts Neville Hobson and Shel Holtz discussing the following topics:
  • How China is shaping the future of shopping — it’s online, social, and highly appealing to Gen Z
  • Media coverage of local news is evaporating. Should business pick up the slack?
  • Customer reviews are the new content marketing, says Jay Baer
  • Movements mean more than brand purpose. Just look at Pornhub’s new movement to save the bees.
  • The UK government has added 12,000 pieces of information to Google Assistant and Amazon’s Alexa
  • When you think of Augmented Reality, do you think of audio? You should.
  • Dan York reports on MindNode 6, WordPress 5.2, Pocket, Minnesota’s “Right to Repair” legislation, and Mozilla’s move away from IRC.
Special thanks to Jay Moonah for the opening and closing music.
FIR 182

Listen Now

(Or download the MP3 file.)
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Why a Healthy Confidence is Key to Everything


This post is by Bryan Kramer from Bryan Kramer


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‘Be confident!’ It makes perfect sense when you see it written down but managing to harness the power of the terrifically useful but often elusive concept of confidence is…easier said than done.
One thing’s for sure though, it’s useful as… The post Why a Healthy Confidence is Key to Everything appeared first on Bryan Kramer.

Press Two for Frustration


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I must admit to being torn as to which advanced technology causes me more angst: robocalls from Uzbekistan or becoming hopelessly lost in voice mail hell. Since I was recently contacted by Clutch and asked to blog about the findings of their recent report on “phone menus”, I’ve opted to address voice mail hell. Here’s their report. Since the research told me what I already knew, I asked Riley Panko of Clutch what insights were gleaned from the findings. She shared three: 1.) Keep phone menu options to three or less. 2.) Consider more creative ways to personalize phone menus without taking up a customer’s time. Kin Insurance, for example, routes an incoming call to the appropriate resource BEFORE the caller even speaks to someone. Good for you, Kin. 3.) Always include the option to speak to a living, breathing human being. Pivoting quickly as we communication
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Would Anyone Notice?


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I have the distinct pleasure of being chairman of the Institute for Public Relations and a member of the Arthur W. Page Society. This past week each organization convened in Manhattan for the IPR board meeting and Page Spring Conference, respectively. The issue of the day (or week) was the purpose of purpose. Organizational purpose, that is. I participated in three different purpose brainstorming sessions that included the best and brightest from the worlds of corporate America, academia and the agency world. The bottom line is that purpose is still very much a work in progress. For example, it is still seen by some Wall Street-focused CEO’s as non mission-critical (one participant referred to that baffling phenomenon as “the CEO blind spot”). Others noted that purpose is still being confused by some CCO’s, CMO’s and CHRO’s with the corporate mission. Most of the IPR/Page members “get” purpose. It’s intended to
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SDF Podcast 27: When April Fool’s meets Groundhog Day


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Brexit
So this is the episode when the three stooges of the SmallDataForum were meant to reflect wistfully on what was Great Britain exiting Greater Europe. The irony of recording this on April Fool’s Day wasn’t lost on us. Brexit Fool’s day is every day, these days. Our resident classicist Sam even managed to squeeze in Juvenal’s Satire VI, and even though the reference was in regard to another April Fool’s – Facebook regulation, haha – Quis Custodiet Ipsos Custodes might just as well mean “who regulates the regulators?” Ah – wouldn’t that be The Great British Electorate? Well, they have spoken, just over 1,000 days ago. And what they said, means what it means. Fool’s Day and any other day. After our recording, the Prime Minister finally reached out to the Leader of Her Majesty’s Opposition to figure out how to move forward. Or sideways. Or move at
Infinity
Cybersecurity
Thomas Stoeckle
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FIR 181: Some decisions to consider about social media


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With this episode of The Hobson and Holtz Report, FIR 181, Neville Hobson and Shel Holtz embark on a renewed journey every month with conversation at the intersection of business, communication and technology, just as when they first started out in January 2005. In this episode for March 2019, H&H discuss these stories:
  • Print is still a viable communication tool; Raspberry Pi is distributing multiple print magazines
  • Pandora is the first streaming service to introduce a sonic logo
  • In the aftermath of the terrorist attack in New Zealand, we find ourselves at a fork in the social media road
  • The nature of a news story determines the trajectory of its lifespan
  • Gartner expects AI to assume 80% of all project management tasks by 2030
  • Companies are now mining your voice to learn more about you for purposes both noble and nefarious
  • Facebook just won’t change even though the
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Near futures at scale


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On March 9, a technology trends report was published that is breathtaking in in scope and scale. Comprising a PDF of more than 380 pages, the 2019 Tech Trends Report from the Future Today Institute covers hundreds of trends in areas ranging from artificial intelligence and advanced robotics, to home automation and the Internet of Things, to workplace and learning technologies, smart cities and much more. As the publisher describes it:
This report is intentionally broad and robust. We have included a list of adjacent uncertainties, a detailed analysis of 315 tech trends, a collection of weak signals for 2020, and more than four dozen scenarios describing plausible near futures. Do not try to read it in one sitting. Begin with the Executive Summary and Keywords, then review the top tech trends listed for your industry.
Some good advice here. I started reading it yesterday, quickly realising that this is
Key Takeaways
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SDF Podcast 26: To regulate, or not to regulate, that is the question…


This post is by from Neville Hobson


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“We can have democracy in this country or we can have great wealth concentrated in the hands of a few, but we cannot have both.“ So the famous US Supreme Court Justice and ‘crusader for social justice’ and breaker-upper of Gilded Age monopolies, Louis D. Brandeis is said to have said, perhaps sometime in the early 1930s. Today, perhaps the best-known neo-Brandeisian anti-trust advocate is Tim Wu, Columbia law professor, ‘father of net neutrality’ and author of a series of books likening today’s commercial excesses – in particular in the digital space – to the ‘Gilded Age’ of the late 19th and early 20thcenturies. Of course, it is not really an either-or debate. It’s a complex and convoluted, tangled web of interests and angles, and any claimant of simple solutions has likely got a degree from snake oil university. Neville discusses an article in The
GDPR
Facebook
Shoshana Zuboff’s thesis of surveillance capitalism
Led by Donkeys
Thomas Stoeckle
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Does the D in Digital Stand for Dying?


This post is by Steve Cody from Rep Man


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I’ve read quite a few recent articles in the advertising and marketing trade press suggesting the halo surrounding the magical word “digital” is not only fading, but actually becoming a bit of an albatross. According to this article in Marketing Week, more and more marketers are disbanding their separate digital departments and teams and folding them into the larger marcom group. Why? Because, just as was the case with social media, digital is no longer perceived as a standalone “thing.” It’s now seen as simply one more channel in the never-ending battle to engage with stakeholder audiences in a holistic way. And, as the article points out, we all live in a digital world. So let’s move on and get back to calling ourselves marketers and not digital specialists or influencer specialists or CSR specialists, etc. We’re marketers, pure and simple. This development comes as no surprise to
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FIR 176: Our 1,000th episode is hefty but good


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FIR 1000
The February 2019 edition of the Hobson and Holtz Report podcast, aka FIR episode 176, is a show that marks a big milestone for Shel and I. It’s the 1,000th episode* of a podcast that we began in January 2005. In addition to recollections of times past and comments from listeners from throughout FIR’s 14-plus-year history, plus special news from Shel about continuity plans, we report on these stories in this episode: Special thanks to Jay Moonah for the
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Designed to Fail.


This post is by Steve Cody from Rep Man


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It seems that every new day brings with it another egregious self-inflicted crisis caused by racially and gender-insensitive marketers. The most recent examples are the truly horrific gaffes committed by Adidas and Gucci, respectively;

How could anyone think this was okay?

“There are somethings that just don’t make sense in life; Adidas celebrating black history month with this shoe is one example”

While the in-house marketing team and agency partners are unquestionably at fault for their lack of social awareness, I think the real genesis of these blunders lies with the designers and engineers. These are the uber cool and uber insulated types who are constantly trying to come up with the hippest, sleekest and most cutting-edge sneakers, sweaters and widgets. Having worked with designers and engineers alike, I know they live within their own ivory towers. They obsess over trends, technology and ease-of-use, but are oblivious to the
?
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Shattering Glassdoor’s Reputation


This post is by Steve Cody from Rep Man


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Achieving five stars on Glassdoor for an organization is the equivalent of a restaurant receiving 3 stars from Michelin Guide. But based on an explosive Wall Street Journal expose, all that glitters at Glassdoor is most certainly NOT gold. Here’s Peppercomm Partner Deb Brown’s POV. Personally, I’d give it 4.5 stars: What happens when your entire business model is questioned? That’s what happened to Glassdoor recently when the Wall Street Journal published an investigative report titled, “How Companies Secretly Boost Their Glassdoor Ratings.” That title has to hurt, especially when on its website, Glassdoor states, “Built on the foundation of increasing workplace transparency…”

Employers flood the ranking site with 5-star postings requested from enthusiastic staffers, leading to unusual spikes, a WSJ investigation found.

To be fair to Glassdoor, employees who are upset at their former or current employer are probably more likely to post negative reviews than content employees
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