Are Intelligent Machines Changing Our Approach to Change?

I’m thrilled to be speaking on this topic at the upcoming Forrester Customer Experience San Francisco (CXSF) on October 19th. I hope to see you there! For years consultants have advised breaking down problems along the dimensions of people, process and technology, largely in that order. Quite logical in fact. Technology has been the great […]

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Embracing the Power of Cognitive and AI will Fuel Next Era of Customer Experience

I have the privilege of speaking at this month’s 4th Annual Digital Customer Experience Strategies Summit on September 19, 2017 in downtown Chicago, put on by the good folks at Strategy Institute. This marquee event is only a couple of weeks away (and registrations are still being accepted if your calendar can accommodate) and it […]

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SXSW 2016: The Future Is Here, It Just Needs a Better Interface

“Two pizzas sitting on top of a stove top oven” No, that’s not a description of my typical dinner at this year’s SXSW Interactive festival (although it’s close.) That simple phrase is proof of the amazing advances that have been made in the science of machine learning. The phrase was automatically generated by a computer […]

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How Football Fans and Event Enthusiasts Helped to Design the New Mercedes-Benz Stadium Experience

It’s summertime here in the US, but soon autumn will arrive and that means the return of football. NFL fans will flock to stadiums across the country to tailgate and cheer on their favorite athletes and teams. At the Atlanta Falcons / Arizona Cardinals preseason game on August 26, more than 71,000 fans will walk […]

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IBM iX Design Director and Creative Strategist Adrian Franks talks Design Thinking for enterprises at NYCxDESIGN 2017

IBM iX Design Director and Creative Strategist Adrian Franks recently had the opportunity to represent IBM iX at NYCxDESIGN 2017. This gathering of design enthusiasts was held at Cooper Union in the shadows of IBM iX’s NYC studio in the East Village. Adrian shared his insights into what design is, why and how design thinking […]

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Cannes 2017: Digital Craft as State-of-the-Art

I was privileged to join the Digital Craft jury in the second year of the category at this year’s Cannes Lions Festival of Creativity. Our mission was to narrow down thousands of global submissions to a shortlist of winners. The judging began online a month earlier, and while the sorting of each entry became instinctive, […]

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Show me the money

Design on its own is not sufficient to stand up a new experience or a new business, nor is technology. There are three legs to the stool. The third is business strategy. How will you make money? What is your competitive advantage? How will you win? Take the three together, and you have a solid, […]

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Design drives value and disruption, technology enables it

After I share my view on the central role of design thinking in digital, as I did in my last post, the old cliché is often brought up: if Henry Ford had used design thinking, he would have designed a faster horse and not a car. But I think that does design thinking a disservice. […]

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Good design is good business

If you google “CEO strategy”, you’ll get about 128 million results. Seem like a lot? Google “CEO design”. You’ll get 259 million – over twice as many. Now, I can’t go back 10 years and do the same search, but we do know that design is a CEO agenda item right now. Some might thank […]

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Reinvention Insights from Mobile World Congress 2017

I recently had the good fortune of being one of IBM’s Digital Strategy leaders in attendance at this year’s Mobile World Congress. During the event, IBM convened C-level executives from 25+ global telecommunications and media companies in roundtables and small group meetings. We engaged telco industry leaders about digitally reinventing their businesses and creating disruptive […]

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IBM iX raises three strategic questions at Adobe Summit 2017

The pace of change in business today is unprecedented. It’s more challenging than ever to keep up, as the best consumer experiences become the new benchmarks against which all experiences will be measured. The good news is that there’s never been a better time to be a creator and reinvent how we engage!  We have […]

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The Digital Paradox: Reinventing the Companies Who Were the Foundation of the Digital Revolution

Growing up, I had a front seat for the evolution of telecommunications.  My father worked for the traditional regulated “Bell Companies” and later in the cable and video parts of these businesses. It was through him that I became interested with early video, entertainment, and gaming technologies.  We were early adopters of the VCR, CD […]

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