Are the robots coming back for their jobs? Science fiction has long-depicted robots as both human helpers and foils. From Rosey on the Jetsons to Commander Data on Star Trek to the Terminator and even HAL, they can be a helper, a hero, or an anti-hero. Charlie and Frank discuss the concept of robots and their role in our Digital Society. But can robots be employees? You’ll hear about one company that has developed a “Digital Workforce” of call center agents that can be hired and fired on...

How is our perspective of productivity changed in the Digital Age? Productivity used to be measured in “output,” but in the Digital Age, should we be measuring it differently? And where does the human fit in this new equation? Charlie and Frank discuss these issues with Frank Wander, Founder and CEO of PeopleProductive. Charlie and Frank examine a company called Clockwise, which is a calendaring program that automatically works with to shift meetings to clear time for focused time.

In an agile Digital economy, is it more important to be resilient or more important to have good business continuity?  Or is this a “false equivalency” where both are needed? Charlie and Frank discuss the concept of “Adaptive BC” where Adaptive Continuity leads to resiliency by drawing on advances in Agile project management and lean process improvement.  But how much improvement is necessary?  Should we optimize or “satisfice?” Charlie and Frank also discuss a company called iGrafx.

Before the pandemic, a virtual event or live streaming a conference was a convenience – almost an accommodation for those who could not be there in person. But is virtual the new reality? Has consumerization put the possibility of a conducting a live conference into the hands of everyone? Charlie and Frank discuss this paradigm shift and the sociological and technological shifts that have made virtual the new reality.

Is change and agility so ubiquitous that we are no longer in the Digital Age, but in the Age of Disruption? Has resiliency become the newest organizational capability? Charlie and Frank discuss how disruption has made resiliency a key capability in today’s organizations. Are some companies like SAS and Lucidworks providing the necessary customer intimacy tools to facilitate this resiliency requirement? Charlie and Frank discuss the importance of resiliency in the Digital Experience Supply...

Last week we pointed out that all companies must now be aware of social issues their customers believe in. This means being more engaged on social media. This week Charlie and Frank discuss how Twitter, Facebook, and Nike are each showing how their brands engage in social action. Are we driving to more empathy for customers? By giving front-line workers the ability to manage and automate business processes, could power be shifting away from the company ‘core’ to the customer-facing edge?

The customer experience used to be just about understanding your customers’ needs and patterns. Now it is about the customer journey. Can that journey exist as a mere transaction between buyer and seller; or is the that journey something more? Charlie and Frank discuss how companies must also be aware of the social issues their customers believe in and be sensitive to them. The journey means having empathy. Can digital technology provide the necessary help in that journey?

The Digital Experience Revolution with Charles Araujo and Dr. Frank Granito explores emerging trends and technologies around Digital Transformation, the Customer Experience and The Future of Work — and how they are reshaping organizations in the Digital Era.