Contribute to Altimeter’s Report on Employee Engagement and Advocacy

Three types of employee engagement

Altimeter recently published a new report on Digital Transformation that highlights the central role that customer experience plays. A key factor to creating and delivering a great customer experience is the ability of a company's workforce to modernize, use new technology platforms to connect with each other and customers, and most importantly, adopt a new mindset of openness and transparency. To that end, my colleague Jon Cifuentes and I are working on a new Altimeter report on how … [Read more...]

Trends to Watch in 2014 from Altimeter Group

About 2014 on graph

As we launch into 2014, the analysts at Altimeter each pulled together a compilation of trends and issues they are watching closely this year. Below is a link to each post as well as a synopsis of some of the top themes we are exploring. As you read through each post, you’ll see that there are commonalities and overlap. This isn’t a surprise, as we have multiple people researching different aspects of customer experience, big data, innovation, and digital marketing. The diversity of thought and … [Read more...]

Altimeter’s One Year Anniversary

One year ago, Altimeter announced the addition of three partners - Jeremiah Owyang, Deb Schultz, and Ray Wang - turning what was up to then a one-woman shop into a company. We moved into small offices (affectionately named "The Hangar), made a trek to Ikea to buy furniture, had a rock-and-rolling kick off party, and got down to business. In those early days, we were filled with optimism even though we were starting in the grips of the deepest recession in memory. That's because we believed in … [Read more...]

International examples of “open” organizations and leaders needed

I'm wrapping up work on my next book "Open" and am in need of a few examples of organizations and leaders outside of North America. In particular, I'm looking for examples of organizations that have put in place more open information sharing or decisions making processes or technologies, and as a result, have seen substantial business impact. In particular, I'm interested in learning how they went through the journey of letting go of control, and in the process, transformed the relationship … [Read more...]

New study: Deep brand engagement correlates with financial performance

I'm releasing today a new research report that I wrote in conjunction with Wetpaint called "ENGAGEMENTdb". The study looked at how the 100 most valuable brands -- as identified by the 2008 BusinessWeek/Interbrand Best Global Brands ranking -- engaged in 11 different online social media channels. We critiqued the brands on not only their breadth of engagement across these channels, but also their depth, such as whether they reply to comments made on blog posts. Each brand was given a numerical … [Read more...]

In Google I trust

I've been a long time Web-based email user in my personal life and made the switch to using Gmail a few years ago. Slowly but surely, much of my life has migrated to "the cloud" and specifically to Google's services. I switched my calendar early on from paper to the Web, and when Google Calendar launched with the ability to manage multiple calendars, I was in heaven. Add in tools like Google Docs where I practically run my personal life and Google Reader for my RSS feeds, and a … [Read more...]

What I’m doing next

First, a big thank you to everyone who sent well-wishes when I announced that I was leaving Forrester. Your heartfelt comments, tweets, emails, and calls were very much appreciated. Many people asked what I'm doing next, so here's a quick overview, on the first day of my new "work" life. I'm going to be working as an independent thought leader, looking at how emerging technologies impact business, organizations, and individuals and sharing my thoughts here on this blog as well as on … [Read more...]