Introduction The overarching metaphor of my new book , The Widening Turn: America & the Accelerating Sweep of Innovation , is the United...

cracked bell hoarding grace since the first saint rang it – it will curse you to the trees, bird-brain among branches. – From, Sweeney...

I was clearly in a strange country but all the doubts and perplexities which strewed my mind could not stop me from feeling happy and...

The Tsar had fallen. It was an event of gigantic significance, and yet, neither in Russia nor abroad was the significance more than dimly...

As 2022 winds to a close, the wonders of Generative AI is one of the biggest stories of the year. Our trek across AI's version of the...

The metaverse is a subject of unending debate. Nobody seems to agree on what a future metaverse might look like… or what it might mean....

Have you noticed how the silence of four o’clock in the morning instills in one the same kind of disquiet that inhabits the trees before...

Bizarre associations sprang into his mind like enchanted crickets. – Novelist Vereen Bell on American poet Robert Lowell I’m calling it...

Is it me, or is everything moving too fast? This fledgling decade opened with Covid barreling into our consciousness, speeding across the...

It’s late summer, 2021, and we’re at a turning-point in the world of consumer and employee engagement. And when a series of announcements...

Can anything really great grow in a short time? – Socrates to Glaucon Last month I wrote a blog featuring a skeptic’s view of the...

Most near-future fictions are boring. It’s always dark and always raining, and people are so unhappy. – Haruki Murakami Earlier this...

Pre-Covid: The Push to Innovate the CX Increasingly intelligent systems are flickering to life across a host of customer environments....

Over the course of the past year, I’ve been writing a bit (here and here, for example) about what effects the pandemic might eventually...

As enterprises continue to adapt and manage the ongoing Covid crisis, it’s important to remember that companies don’t operate in a social...

Last month I wrote a blog about the power of ideas to build on one another over time and influence the world, and how that kind of...

Lately I’ve been taking note of how many BPOs are marketing their transformation into new kinds of service providers. Earlier this month...

It seems as if everybody is talking about GameStop. The saga is just the latest episode in our continuing, quickening drama of...

Goodbye, 2020. At the end of this historic and difficult year, one somewhat surprising question has been on my mind. As hard as this past...

It’s All Hallows’ Eve, 2020, and we’re haunted by Covid19’s effects on our health and economy. As jobs are lost amid businesses’ ongoing...

More and more is happening…. More connectivity occurs now in a calendar year than occurred in a million years a billion years ago. So...

I spoke with a very special person whose name is not relevant at this time, and what they told me was that my framework was perfect. If I...

Innovation, security and end-user experience are at the core of our ethos and act as touchstones throughout the development process...

On July 9, 2020, Twilio announced that it had recently acquired Electric Imp (which had raised over $40 million in funding prior to the...

In 2020, enterprise telecommunications infrastructure is a communications ecosystem in a state of flux. This expanding, often vast...

The perfect date for me would be staying at home, making a big picnic in bed, eating Wotsits and cookies while watching cable TV. - Kim...

Last week, a story on outsourcing caught my attention. The Tennessee Valley Authority (TVA) – the largest United States government-owned...

The name of the seminar was “Paradigm Shifts.” It was one of my first required college classes. In retrospect, it’s easy to see that our...

For sixteen years as an analyst, I’ve been hearing one constant refrain from business process outsourcing (BPO) and contact center...

Cromwell was about to ravage all Christendom; the royal family was undone, and his own forever established, save for a little grain of...

The following are some thoughts on the recent Cisco Collaboration Analyst Summit, which I tuned into remotely via Twitter, LinkedIN, and...

Avaya ENGAGE took place earlier this week. I followed along via Twitter and Facebook to think it through, seeking to discern what’s ahead...

Toward 2020: Deeper into the Cloud Genesys, the private software company and customer experience (CX) platform supplier, held its annual...

The United States economy continues to chug along, and unemployment is at the lowest rate it’s been in half a century. When it comes to...

The Case Set Forth It was Saturday night, November 9, 2019 – less than two weeks ago – and I was thinking about how so much of history...

The spring of 2004 seems like a long time ago. I was poking around online, trying to learn more about a company by the name of SR...

An almost revolutionary ferment is in the air. Significant protests have flared-up in a range of cities such as Santiago, Hong Kong,...