cx master of the month: nicholas webb helps global brands...
TRANSCRIPT
EXPERT INSIGHT INDUSTRY NEWS CMO PERSPECTIVE CXM BULLETINS CX MASTERS RESOURCES
Customer Experience Strategies & Trends From Industry Experts
CX Master of the Month: Nicholas Webb
Helps Global Brands Embrace Digital
Disruption
JUNE 25, 2015 BY PAIGE O'NEILL — LEAVE A COMMENT
At our most recent InnovateConference in May, we heardfrom industry experts andpractitioners on the latestcustomer experience (CX)challenges, trends andsolutions. One speaker,Nicholas Webb, hit on a trendthat every brand is facingacross multiple industries andlocations: digital disruption.
During his talk, Nicholas shared his take on disruptive innovations from the best brands who aredestroying their competition. The key denominator for the successful brands is their focus on thecustomer and shift to organizational alignment and integration.
Today, I’m pleased to announce NicholasWebb as our CX Master of the Month!Because of his focus on helping organizations better engage their customers, especially in thedigital age, I’m pleased to announce Nicholas as our CX Master of the Month. Nicholas helpsglobal organizations understand and most importantly be relevant in the fastmoving and hyperconnected future. He can often be found traveling the world to share these insights, helping
brands adapt to the meteoric rate of change within their industries.
As an innovator, he has been awarded over 42 patents by the U.S. patent and trademark office for
technologies ranging from one of the world’s smallest medical implants to a range of stateofthe
art wearable technologies. A bestselling author, Nicholas has published several books, including:
“The Cost of Being Sick,” “The Innovation Playbook,” “The Digital Innovation Playbook,” “Invent
Stuff” and “Breakers: Leading by Destruction in the Innovation Economy.” Nicholas serves as
senior partner at Lassen Innovation, a certified management consulting firm committed to
providing enterprise strategy and general management consulting.
Every industry category is the subject of disruptive innovation
Nicholas believes that every industry category is the subject of disruptive innovation, as we’ve
witnessed complete industries being turned upside down by new innovations that significantly
improve CX. Take for example, the movie rental or taxi business – with businesses like Netflix and
Uber completely transforming these industries. The driving force in disruptive innovation, Nicholas
says, is connection architecture. He further argues that the best brands in the world are leveraging
the power of disruption to identify business models, products and services that have weaknesses.
As a result, the previous models will be replaced with ones that focus on CX and value. I
completely agree that brands must adapt to their customers’ digital preferences. A major step to
achieving this is having an integrated strategy and understanding customers’ wants and needs.
Goodbye traditional CRM approaches
Considering Nicholas’ vision on the digital future, it is no surprise that he believes traditional CRM
approaches are a thing of the past. This is also something I couldn’t agree more with. We’re at a
time where customers control their own journeys, engaging with brands across a number of digital
channels on their own accord. A limited CRM view will no longer yield the insights needed for
meaningful engagements. I stand with Nicholas in saying that the successful brands in the future
will be those who embrace digital transformation throughout the organization, leaving old
fashioned marketing tactics behind.
Please join me in congratulating Nicholas Webb, this month’s CX Master. Follow him on Twitter
@nickwebbcom and learn more about the role of CX in digital innovation on his website.
Previous CX Masters >>>
Share this Inside CXM article:
LinkedIn 36 Facebook 3 Google Twitter 7 Email
FILED UNDER: CX MASTERS
About Paige O'Neill
As Chief Marketing Officer of SDL, Paige brings almost 20 years of experience in seniormarketing roles. She uniquely combines product marketing expertise with an extensivebackground in communications and PR and a passion for developing thought leadershipprograms that build strong awareness and differentiate companies from the competition.Prior to SDL, Paige served for over three years as Vice President of Marketing forintegrated marketing leader Aprimo. Her thought leadership, messaging, demandgeneration and communications programs contributed to rapid growth and a successfulacquisition by Teradata. Paige also served as the CMO for two earlystage startups, AravoSolutions and GreenRoad Technologies, as well as for PHH Arval, where her effortscontributed to an acquisition attempt by GE. Prior to PHH, Paige spent a decade at OracleCorporation leading a variety of marketing initiatives.
Leave a ReplyYour email address will not be published. Required fields are marked *
Name *
Email *
Website
Comment
� � � � ;
You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""><acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""><em> <i> <q cite=""> <strike> <strong>
POST COMMENT
Notify me of followup comments by email.
Notify me of new posts by email.
Digital & Brand Experience
eBook: Executive's CXM Strategy Guide
Infographic: 5 Truths of Tomorrow's Marketers
Web Content Management
eBook: Is Your CMS Ready for CXM?
Global Language Translation
eBook: Translation Management Explained
See More Resources »
Get InsideCXM Updates
Your email address
SIGN UP
LATEST INSIDECXM ARTICLES
CX Master of the Month: Nicholas Webb
Helps Global Brands Embrace Digital
Disruption
›
Can Marketing Technologists Build A
Stronger Customer Service Experience?
›
The InsideCXM 3×3 – Bulletin #9›
Always Be Curious›
How You Can Use Social Media Even If
Your Customers Don’t
›
Customer Experience for the Future: 5
Keys
›
Marketing Performance, the Sales
Relationship & Content Marketing
›
About InsideCXM | Let’s TalkContact us to learn how to create a compelling, profitable globalcustomer experience for your company.Copyright © 20142015 SDL. All rights reserved.
Challenges
Turning Disengaged Employees intoAdvocates
›