Last week I ran a half-day workshop at the annual offsite for executives of a major airline alliance, taking the group from a broad view of macro trends shaping the future, through to the generation of specific actionable ideas to create greater value across the alliance.
As part of the workshop we used a framework that I originally developed over a decade ago in the context of collaboration in the financial services industry, but I have used in the last year in industries as diverse as healthcare, airlines, and professional services.
The future of every industry lies in value creation across organizations. To achieve that we need explicit discussions and engagements among all industry participants on what it is that they’d like to collectively achieve, and how they can get there. This framework lays out the key components:
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Continue reading A framework for industry leadership based on collaboration
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