18 2019 January
How Customer Obsession Creates Accountability for Change
It’s well-known that organizational change is difficult — in fact, 70% of change efforts fail, but awareness hasn’t improved the odds of success. Companies continue to...
Read More24 2018 April
Reflecting on 10 Years of Groundswell and What To Do Next
10 years ago, my co-author Josh Bernoff and I released our first book, Groundswell: Living in a World Transformed by Social Technologies. Today on this anniversary, I reflect on what our expectations were when we published that work, what has changed, and what has not.
Read More04 2012 January
Predictions for Social Business in 2012, Part II: Knowing Your Customer
Rather than simply make prognostications, I wanted to give actionable advice based on these trends. This is the second of my three predictions and priorities...
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