I recently gave a series of opening keynotes on The Future of Customer Experience as part of a roadshow for omnichannel customer experience platform provider Genesys, which is running a global series of events for their lead customers, which includes organizations such as News Limited, Vodafone, Western Union, and the Australian Taxation Office.
The central theme of my keynotes was the boundaries and relationship between humans and machines in customer experience.
Today, extraordinary insights from data and analytics enable us to address individual’s unique preferences to an unprecedented degree.
Yet the emotion, empathy and engagement of humans cannot be replaced – we all seek personal connection and a real sense of caring.
Continue reading The virtual agent of the future: Real-time photo-realistic human faces that bridge the human/ machine divide
This morning I was interviewed on the Mornings TV program about the future of homes, based on an interesting interactive infographic of how our homes may change over the next 15 years.
Click on the image below to watch a video of the segment.
Continue reading What happens when the home of the future crashes?
The City Initiatives for Technology, Innovation and Entrepreneurship (CITIE), a joint venture of NESTA, Catapult, and Accenture, has just release a very interesting report on the drivers of innovation in major cities globally.
The CITIE Framework examines 9 different areas in which cities can support entrepreneurship and innovation, shown here:
Continue reading Insights into the levers of innovation in 40 major cities globally
I recently did the opening keynote on Creating the Future of News at the International News & Media Association World Congress in New York, which brought together over 400 senior news executives from 45 countries.
Below is a video excerpt of the opening minutes of my keynote.
You can see a video of the complete keynote here, and the static presentation slides here (though much of my visual presentation was video).
Continue reading How to create an extraordinarily successful future for the news industry