Is Technology Making Us More Human? | Smarter Commerce

This week at Gartner 360, I am presenting an overview of how companies must embrace the use of digital, social and mobile technologies to create and deliver new sources of value to meet the needs of today’s empowered consumer.  We often discuss the forces of digital, mobile and social as transformational, as they strip away the boundaries of time, distance, and mobility that have constrained humans for millennia.  The unrestricted freedom to communicate, explore, and choose has, in turn, reshaped customer expectations of not only value, but also trust and transparency. These “free” customers both demand and create transparency, as with the simple tap of a finger, people can find out virtually everything about any company.  There is simply no way to hide or “spin” the facts, and if you do, you violate the trust that will dissipate in an instant in today’s socially networked world.  To earn the trust of “free” customers in a transparent world requires companies to truly differentiate and effectively engage their consumers on a more human and authentic level through digital, mobile and social technologies. These are exciting times to say the least; times that are causing us to be increasingly digital AND human in the quest to capitalize on this new model for delivering value and building trust.  What do you think?

Paul Papas

Global Leader, IBM Smarter Commerce

Analyst Virtual Briefing | IBM Chief Marketing Officer Study

To introduce analysts to IBM’s first-ever CMO Study — "From Stretched to Strengthened" — IBM Global Business Services (GBS) Analyst Relations team held another first: a briefing of the study’s findings via the GBS Virtual Center, a 3D, voice-enabled and web-based collaboration complex, which you are welcome to visit and experience first hand.

The 3D briefing and Q&A session, hosted by GBS Analyst Relations Program Manager Michelle Henry, featured:

Study Executive Leader Peter Korsten

Study Director Carolyn Baird

Smarter Commerce Global Leader Paul Papas

The new venue was met with enthusiasm and excitement for future opportunities. One analyst commented, “Attended first ever IBM virtual analyst meeting to review #ibmcmo study. Great use of social media! Is this the future for analyst events?” 

You’re welcome to view & embed the video - and share your thoughts with us in comments here or via @asabiliaAR on Twitter. 

Executive summary Insights from more than 1,700 CMOs – read the Executive Summary

Is customer-centricity a fundamentally flawed business strategy?
IBM Smarter Commerce Leader Paul Papas (@papasgbs on Twitter) leads the discussion on TED Conversations on how businesses may have the wrong mindset and approach to truly serve and satisfy customers.
Chime in now:This conversation will close in 9 days, 3 hours and 29 minutes, on April 1, 2011 at 6:14:02 PM.

Is customer-centricity a fundamentally flawed business strategy?

IBM Smarter Commerce Leader Paul Papas (@papasgbs on Twitter) leads the discussion on TED Conversations on how businesses may have the wrong mindset and approach to truly serve and satisfy customers.

Chime in now:This conversation will close in 9 days, 3 hours and 29 minutes, on April 1, 2011 at 6:14:02 PM.