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Spark a Revolution

Today’s companies must evolve or face extinction. If they stand still, they’ll die. Pretty dramatic, I know, but that’s the reality. Forty percent of Fortune 500 companies will no longer be around in 10 years[1].

Companies in every industry know they need to move faster and innovate quickly to survive. But transforming traditional businesses into flexible, responsive, flat organizations built for speed is not easy. In fact, it’s massively challenging. But it’s this movement that will take us into the future.

Not everyone in the business world has adopted the concept of an “agile business,” but I am a believer. The move to agile has already begun. Even if some don’t get it, the people on the frontlines have already switched gears – the concept of agile was started by software developers, the people building the products and doing the work. Fourteen years later, agile may be the key to survival for businesses desperate to modernize their organizations in a digital era.

Look at the collaboration tools most people are using at work. They were built for businesses operating in a predictable world – a world of the past. Email, phones literally tied to your desk, and audio-only conferences worked well for yesterday’s business. But now, email is overloaded, the mobile is just as important as the desk phone, and audio-only conferences deliver a frustrating experience for everybody. Clearly we need something new. There isa whole host of tools that have entered the market to meet this growing demand for better collaboration experiences.

Today I am announcing how Cisco Spark, our team collaboration service launched as Project Squared in November, is changing the way companies get their work done. Read More »

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Are you Ready for Social Video?

Are you considering using video in your digital marketing strategy?  Here are a few statistics on the topic:

  • Visitors who view product videos are 85% more likely to buy than visitors who do not. (Internet Retailer)
  • More than 1 billion unique users visit YouTube each month. (YouTube)
  • 92% of mobile video viewers share videos with others. (Invodo)
  • Video promotion is 6 times more effective than print and online ads. (Atlas)
  • More than 100 hours of video are uploaded to YouTube each minute. (The Telegraph)

But most importantly:

As a digital marketer, it is crucial to plan for video in your marketing efforts. Moreover, you must understand which social media platform is correct for your target audience and what type of social video you need to create. Read More »

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Great video for All! See How At Mobile World Congress

Have you ever watched a video on your phone or tablet, only to have the video stop and start? While I was traveling out to here to Mobile World Congress, the exact thing happened to me as I was sitting at the airport. It’s frustrating, particularly if it happens for a long period of time or happens frequently during a 30-minute show.

We have the luxury of watching our favorite TV shows from anywhere, whenever we would like to see them. However, the network isn’t always prepared to accommodate the added data demands that video brings for all of their users.

Here at Mobile World Congress, Cisco and Akamai are demonstrating Read More »

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IoE and the Shape of Things to Come

“May you live in interesting times,” the old saying goes. With its explosion in intelligent connections, the Internet of Everything makes this one of the most exciting times to be alive — ever.

But you already knew that.

The real fun begins when we consider that as dynamic as technology change appears to be in 2015, this is only the beginning. Mobility, video, analytics, and other technologies have already transformed our jobs, our home lives, the ways we socialize, access entertainment, you name it. But now IoE is accelerating change at an even faster rate as people, culture, innovation, technology, get added to the mix.

With that in mind, let’s explore some key predictions to see where I believe IoE will take us in the next ten years or so.

The way I see it, IoE will drive an unparalleled level of social and business consciousness, as the Internet evolves far beyond its current state and limitations. This transformation will center on three core capabilities to be Hyperaware, Predictive, and Agile.

Top Predictions for the Internet of Everything Era from Joseph M Bradley

Hyperaware Read More »

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Back to the Future in 2015: Marty McFly’s Contact Center

In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!

But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.

Moving from Multichannel to Omnichannel

And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.

Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?

Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.

Speaking of customer journeys, omnichannel allows you to Read More »

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