Why Should I Have to Trust Your Promises?
Every organisation makes promises. We will protect your data. We will respect your privacy. We will only use your information for the purposes described. We will not share it without permission. We invest heavily in policies, governance, compliance and security…
Why Should My Activity Reveal More About Me Than the Interaction Requires?
We leave information behind almost everywhere we go online. Not necessarily because we deliberately provide it, but because our interactions themselves create information. When we connected. Where we connected from. What we interacted with. How often we returned. What happened…
Why Does Providing Me a Service Mean You Need to See Me?
Think about how many organisations you interact with every day. Your bank. Your mobile provider. Your supermarket. Your streaming service. Your airline. Your social platforms. In the physical world, receiving a service does not always require the provider to understand…
Why Do I Have to Give You My Data Before You Give Me a Service?
Think about the last time you tried a new digital service. Before you had experienced its value, you were probably asked for something. Your name. Your email address. Your date of birth. Perhaps your location, telephone number or payment details….
Why Do We Assume Organisations Need To See Everything?
Modern organisations are built around visibility. We monitor. We analyse. We track. We measure. We justify these activities as necessary for security, compliance, operations and customer service. But what if we’ve mistaken visibility for necessity? For decades, digital systems have…
Innovation is a Cultural Action
Having a strategy in business is critical, but a business without a focus on innovation and an understanding of how to do it efficiently and effectively won’t survive. This articles talk about quick innovation being based on truth.
Karl Smith’s One Golden Nugget
I was contacted about http://www.onegoldennugget.com and what my #nugget would be. I’m genuinely #excited about what the next and next again #generation will do. What’s your nugget? https://onegoldennugget.com/send-us-your-nugget/
Dependant on dumb data and is making bad choices?
Data (dumb data), Big Data, Artificial Intelligence Businesses don’t understand their Customers, they just think they do! It’s not for the lack of trying or spending millions on developing and building huge data systems, the problems are many but can be…
#Customer #desire leads #disruptive #innovation
A great deal of effort is being spent on customer experience and user experience that misses the point, experience is about desire, not process or fulfilment. Desire drives behaviour Thomas Hobbes (1588–1679) proposed the concept of psychological hedonism, which asserts that the…