Differentiate With Digital

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PODCAST

Relationship Design: Are Brands Less Self-Aware Than Bots?

What It Means August 30, 2018

Does your brand converse with customers, or are you the digital version of a boring, monologuing dinner party guest? Hashtag inventor Chris Messina discusses why relationship design is key to making brand conversation work.  Featuring: Chris Messina, Inventor of the Hashtag Show Notes: You pull up your auto insurance company’s chatbot.   It asks: “What can I help you with?”   You respond: “I need to revise an insurance claim.”  But the […]

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The True Meaning Of Digital Transformation

What It Means July 12, 2018

Research Director Martin Gill explains the inherent issues that have plagued many digital transformation efforts and how companies can become fit for survival.   Featuring: Martin Gill, Research Director Show Notes: Digital transformation has come to mean so many things that it’s almost meaningless. Companies have automated call centers, digitized sales channels, and catered to mobility — but does […]

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Smart Homes And The Subscription Economy

What It Means June 7, 2018

Forrester Vice President and Principal Analyst Frank Gillett discusses the smart home: the types of technologies in the market, the ways in which they’re used by consumers, and how the smart home could change the economy as we know it.  Featuring: Frank Gillett, Vice President, Principal Analyst Show Notes: Although the term “smart home” has been around for decades, only recently have smart home technologies matured from niche […]

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Looking Back To Look Ahead: The Best Of What It Means

What It Means April 12, 2018

What It Means cohosts Victor Milligan and Jennifer Isabella take a look back at the best and most impactful moments over the past year. Show notes: It’s been a little more than a year since we launched our first episode of the What It Means podcast, and we’d like to celebrate by sharing some of […]

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Nespresso’s Digital Transformation: From Vision To Operational Reality (Live)

What It Means April 5, 2018

Global Head of eCommerce Cyril Lamblard discusses Nespresso’s digital transformation from a centrally managed eCommerce team of seven people to a matrixed organization with more than 500 digital experts across more than 40 countries. Featuring: Cyril Lamblard, Global Head of eCommerce, Nespresso Show notes: Digital transformation is business transformation, and it must be inspired by a […]

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Who Owns The Data In Your IoT Platform? It Doesn’t Have To Be Confusing

Paul Miller March 13, 2018

Software platforms to support the industrial internet of things (IoT) are becoming very credible options. But despite their appeal, I constantly hear from clients who are wary. These clients don’t doubt the technical capabilities of the platform, or the pricing strategy, or the industrial nous of their preferred vendor. But they are confused about who […]

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Startups Help — Not Destroy — Your Business

Amanda LeClair January 25, 2018

The drumbeat to “disrupt or be disrupted” is often substantiated by the success of Uber and Airbnb; insinuating that your organization is under threat from digital startups. As the importance of the ecosystem grows, we see more opportunities for startups to help your business than to destroy it. Ridesharing apps threatened disruption for most of […]

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Consumer Good Unclear in CVS/Aetna Merger

Kate McCarthy December 4, 2017

CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensure benefit not just to the corporations, but to the consumers. In healthcare deals, […]

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The Four New Rules of Business

Nigel Fenwick November 30, 2017

Every business is different. But for all their differences, leading digital companies have some things in common that separate them from the rest. Over the five plus years I’ve been researching digital business, my colleagues and I have developed a number of frameworks to highlight these distinctions. In 2017, Ted Schadler and I worked to […]

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Google Signals Strong Commitment To Consumer Experiences With New Devices Launched

Julie Ask October 5, 2017

Google has dabbled in hardware on and off for years. Yesterday’s announcements – new smartphones, headphones, wireless speakers and more – signal a strong commitment to being a key player in consumers’ ecosystems and lives today and looking forward. This is the second straight year that Google rolled out updated products just ahead of the […]

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Apple's 10th Anniversary Of The iPhone – What’s Next?

Julie Ask September 13, 2017

Apple celebrated the 10th anniversary of the iPhone with both updates to its existing product lineup and the opening of the Steve Jobs Theater in Cupertino, CA on its new campus with the much-anticipated doughnut or spaceship building. Apple generates its revenue from selling hardware or products with most of the revenue from iPhones. Convincing […]

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PODCAST

From Digital Disruption To Self-Disruption: An Outside In Approach

What It Means September 7, 2017

Forrester Analyst Nigel Fenwick discusses self-disruption and how traditional companies can translate extraordinary strengths into a disruptive mindset and motion. Featuring: Nigel Fenwick, Vice President, Principal Analyst Show notes: Traditional companies are at a crossroads. Customers have — and are willing to put money behind — a rising set of expectations for digital experiences. They are […]

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How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Ellen Carney August 15, 2017

Canadian and US insurers have a lot on their plates this year.  They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.  These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]

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Applying Artificial Intelligence And Robotics To The Customer Journey

J.P. Gownder July 31, 2017

Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. Working with marketing and business leaders, technologists are playing a critical and growing […]

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Digital Business Transformation: Where We Are And Where We're Headed

What It Means July 13, 2017

Forrester Vice President and Principal Analyst Julie Ask shares what’s in the way for most companies trying to transform digitally — and provides a new way of thinking and working to gain momentum. Featuring: Julie A. Ask, Vice President, Principal Analyst Show notes: Companies all too often operate as cargo ships laden with aged processes, beliefs, […]

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Futurology: From Mobile Silos To Open Ecosystems

What It Means May 4, 2017

Forrester Vice President and Principal Analyst Michael Facemire describes a technology future that is on one level so obvious and human but on another level fundamentally disruptive. Featuring: Michael Facemire, Vice President, Principal Analyst Show notes: We now live in a world where leaps in technology are happening at a faster pace, and we, as consumers, […]

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The Top Emerging Technologies For Digital Predators

Nigel Fenwick March 16, 2017

If you’ve been following my research, you know I like to divide the business world into three categories of company: Digital Predators successfully use emerging digital technologies to gain market share and/or displace traditional incumbent companies (e.g., Amazon, Lyft, Priceline, Airbnb, Netflix). Digital Transformers evolve a traditional business to take advantage of emerging technologies, creating […]

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Did Move 37 Signal The Impending Death Of The Financial Services Industry As We Know It?

Nigel Fenwick February 24, 2017

A couple of years ago I wrote a post predicting a new business paradigm for financial services. You may have read this post and been skeptical. Maybe you thought it wasn't realistic. If so, you may be wishing you were paying more attention very soon. Read on. This week I spoke on "The Experience Economy" […]

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Amazon Go Ushers In A New Era In Retail Technology

Nigel Fenwick December 6, 2016

Amazon's new Amazon Go store ushers in a new era in brick and mortar grocery and convenience shopping. In the early 80's, electronic point of sale (POS) dramatically changed the checkout experience in grocery stores, speeding up checkout lines. Today, a checkout without POS is unthinkable unless it's a farm stand on the side of […]

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Predictions 2017: CEOs Invest Billions To Transform Operations With Digital Tech

Nigel Fenwick November 1, 2016

You’ve been creating digital customer experiences for years now. You’ve built a successful app. You’ve assembled a martech/adtech stack. You may even have started swinging at omnichannel delivery or harnessed AI or piloted a connected product. So it’s time to declare victory on digital transformation, right? Think again. Digital customer experiences are only the shining […]

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