Lou Carbone, author and CEO of Experience Engineering will change the way you think about customer experience forever. His message to business leaders and professionals is simple: Create customers that come back and customers that tell others, by connecting emotionally with them through the experiences you deliver. Through illustrations from Fortune 100 clients, Carbone will share how the systematic design and delivery of experience clues can have immense impact on customer value, loyalty, and the bottom line.
The issue of patents for software is a major controversy, particularly in the open source community. On March 19, 2007, Bruce Perens held a news conference to criticize Novell's recent agreement with Microsoft as a betrayal of the open source community. On the same day, he joined Phil and Scott to discuss his criticism. In addition, he gives a clear overview of the United States patent system as it relates to software and how he believes it is a problem to open source developers.
When you look at endless variety of products in the grocery store, do you wonder how they were all developed? In many cases, the companies have just guessed, but they also may have used methods developed by Howard Moskowitz, an expert in the field of psychophysics, and author of the upcoming book Selling Blue Elephants. He joins Phil, Matt, and Scott in a discussion of his research and how technology might take advantage of it. They also discuss how China and other countries hunger for success, while the west is becoming complacent.
Dr. Moira Gunn speaks with a panel of experts on a new kind of outsourcing. Not software or call centers to India, but about American biotech to China. Attorney Devon Cuyler, Bridge Pharmaceuticals CEO Dr. Glenn Rice, US-China Entrepreneur Winnie Wan and China Venture Capitalist Marietta Wu talk about what parts of the biotech industry are being outsourced.
What makes the winning product stand out from its competition? Probably countless hours of forethought, weaving a personal experience into the product, while on a quest for that magical, aha moment that thrills and surprises the user. Charles Warren of IDEO leads his audience through a thought excursion to demystify the process of delivering uncompromised quality products that are a delight to customers.
Service-oriented architecture (SOA) is a software architecture that describes the use of software services to support the requirements of business processes and software users. 2006 was called the year of governance by those in the industry familiar with the concept. Two of its major experts, Todd Biske and Ed Vazquez of MomentumSI, join Phil and Scott to discuss governance in detal. They define and elaborate on the process, as well as give examples of successes. They also discuss the possible pitfalls when policies are not clearly defined or enforced.
In addition to their successful retail business, Amazon.com also has a popular technology arm, Amazon Web Services, which provides developers with direct access to their robust technology platform. Phil, Matt, and Scott discuss this program with Jeff Barr, Senior Manager, Web Services Evangelism at Amazon.com. Doug Kaye, CTO of GigaVox Media also joins them and describes how the company is using the services. The discussion provides an interesting overview to GigaVox, as well as an overview of a different type of business model.
Corporations no longer control positioning because the individual can now communicate directly with the audience. Craig Burton calls this The Enterprise of One. He joins Phil and Scott and a discussion of how new technology and its tools have stripped the old business models away. Craig talks about how blogs allow individuals to communicate with their customers instantaneously, taking away the need for the old marketing schemes. He also reviews his history with Novell and how its innovations shaped how the Internet developed as a portal to the world.
Dave Thompson, CEO of Genius, speaks with Dr. Moira Gunn about the power shifts going on today between customers, front line sales people and executives all because of the World-Wide Web.
The business community regularly uses project management as a way to reach goals, but often has little success because of an inability to properly use the process to solve the problems at hand. Barry Flicker helps organizations develop the communication and workflow analysis skills to produce high performance teamwork. He first gives a little history of his experiences trying to help organizations and states his belief that useful project management requires a different mindset and that the fruits of proper collaboration are extraordinary.