George Colony

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What Is Your X1?

George Colony July 3, 2019
What is your customer experience to rule all customer experiences? Identify it and move money toward your X1.
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Forrester + SiriusDecisions

George Colony January 3, 2019
Today Forrester closed the deal to acquire SiriusDecisions. You can find our press release here. SiriusDecisions helps business-to-business companies align the functions of sales, marketing, and product management; Sirius clients grow 19% faster and are 15% more profitable than their peers. Leaders within these companies make more informed business decisions through access to industry analysts, research, benchmark data, peer networks, events, and continuous […]
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A Good Life Hack

George Colony August 30, 2018
Quickly: Stop reading the news during your workday — you will be happier and more productive. I was traveling in Europe in June, and in a reflective moment, I asked myself a simple question: “What one habit could I change that would improve my life?” As I surveyed my typical day, I spotted an opportunity: my […]
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Real-Time Customer Experience

George Colony July 10, 2018
When I first saw buttons at Heathrow that let travelers give instant feedback on how they were feeling, I laughed. Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. I was wrong. Forrester’s Customer Experience Index (CX Index™) shows that most companies are stuck at “poor” or “very poor” […]
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The Forrester Summer Book Club

George Colony May 22, 2018
Forrester’s Board of Clients was in Cambridge last week for an amazingly productive two days of co-creation. Ideas that have come out of the Board in previous years include: the weekly Forrester podcast, the Forrester iPhone app, and Industry Waves. The dinner tradition is that clients recommend their favorite books — there are a bunch this […]
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How To Beat Amazon

George Colony March 8, 2018
Amazon has an Achilles’ heel: emotion. The company delivers, but its customers don’t feel empathy for the brand. This vulnerability offers a path to stealing parts of the behemoth’s business. Every year, Forrester’s Customer Experience Index (CX Index™) rates 600 brands around the world. Among US online retailers, Amazon has sunk from seventh place in […]
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20-Year Predictions

George Colony December 11, 2017
At a client dinner last week in Amsterdam we turned from talking digital transformation and customer experience to a more future-oriented topic:  What’s going to happen in the next 20 years? It was a great group, including some of the most visionary companies in the Benelux. Here are a few of the 20-year predictions that […]
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It’s Go Time For CIOs

George Colony November 27, 2017
Customers are demanding compelling, state-of-the-art technology and the CIO is the executive best positioned to deliver. I just published an article in the MIT Sloan Business Management Review that states the case. Here are a few important ideas: The CIO must manage two technology agendas — Back Office that runs the company, and Business Technology […]
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Apple Should Buy IBM

George Colony June 29, 2017
Why? It needs the company’s AI software Watson in its fight against Google, Facebook, Microsoft, and Amazon. Apple is in a death match with these companies as they strive to trap consumers in their ecosystems via advertising monopolies, hardware lock-in, or no-profit commerce pricing. A critical weapon in this war is natural language processing, a […]
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Lessons From Mars

George Colony January 4, 2017
One of my kids gave me the book The Martian for Christmas. He knew that I had loved the movie and thought that I might enjoy a deeper dive. Check. I highly recommend this book, even if you have seen the film. Beautifully outlined and beautifully written, the book lets you bathe in astronaut Mark Watney’s perils […]
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An Existential Threat

George Colony August 22, 2016
A message for CEOs:  You are slowly going out of business, and many of you don’t know it yet. Your customers demand reliable and compelling experience, enabled by your business technology (BT). If that technology fails, or if you fail to provide that technology, you will lose customers and market share. Your company will be acquired, broken […]
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Pokemon Go And The CMO

George Colony July 21, 2016
If you are the CMO of a large company, you are probably wondering what the hell Pokémon Go means. If you’re not up-to-date, this “played on a smartphone” game has taken the world by storm over the last three weeks. In the game you collect characters (a Pokémon) by physically travelling to where they are […]
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A Name For Self-Driving Cars: “Nemobiles”

George Colony May 9, 2016
What are we going to call cars that drive themselves? The term “automobile” would be perfect, but that’s already taken. “Nemo” means nobody in Latin — a car driven by no one would be called a “nemobile.” And you could call them “nemos” for short. By the way, that’s nemo with a long “e” — […]
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Apple and Trump

George Colony March 15, 2016
What connects these two stories? Answer: An uprising of restless and empowered citizens and customers. Five years ago our research began picking up faint vibrations of an approaching seismic shift — what in those days we called a groundswell. People were using technology to take power from institutions. Technology was dissolving traditional means of government […]
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2015 Ten List

George Colony December 30, 2015
Here’s my list of the ten things that captured my imagination in 2015. These are my personal views — not derived from Forrester’s research or data. Inevitably, the list starts with Apple… 1) The Apple Watch.  Not bad, not great, a solid “Meh.” A pain to keep charged, fussy interface, borderline value. I don’t like […]
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Five Lessons From Customer-Obsessed Executives

George Colony November 19, 2015
That’s Danny Meyer, the CEO of Shake Shack on the right, and in the middle is Gwen Uyen Nguyen, from the crowdfunding company Indiegogo (I’m on the left with Dave Evans from Forrester in back). What were companies like Shake Shack and Indiegogo (and Tesla, New York Life, Pure Insurance, Kimberly Clark, Oppenheimer Funds, PBS) doing […]
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CX = $$

George Colony August 19, 2015
All CEOs strive to increase revenue. It expands market share and pushes stock prices higher. In our digital age, how do you get it? As it turns out, good customer experience drives revenue growth. Seems obvious, but it took Harley Manning of Forrester months of research to prove it. You can find the report here […]
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The Forrester 2015 Book Club

George Colony May 14, 2015
Great books, from great clients… Forrester’s Board of Clients were in Cambridge this week. This brilliant cross-section of our 2,400 clients tells us what we are doing right, what we can do better, and where we should go. I always love the pre-meeting dinner. It typically turns into an intellecutal/techie slug-fest fueled by good wine. […]
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Overcoming IT Gravity

George Colony May 12, 2015
Why do CIOs not become CEOs? What prevents them from achieving at the highest organizational levels? It’s because they don’t have their hands on revenue, unlike CMOs, CFOs, brand marketers, and strategists. But now we are entering an era where CIOs must manage two agendas: 1) the internal systems (IT), and 2) the systems, processes, […]
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What Startups Teach

George Colony November 26, 2014
At Forrester’s CIO/CMO Summit in Napa Valley this week I moderated a panel of executives from three digital companies. The panelists were: Liz Crawford, the CTO at Birchbox; Allan Jones, the CMO of ZipRecruiter, and Blair Ethington, the VP of Marketing and Brands at Crowdstar. The audience was primarily large company CIOs and CMOs.  My […]
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