Mitch Lieberman

What is a Conversation, why is it Important?

A conversation is the most straightforward, easy to describe, form of communication. Very few people, if anyone, will raise an eyebrow and say ‘conversation,...

How to Balance Growth with Scale in a Small Business

All businesses face challenges. Small businesses face the same types and scale of challenges as enterprise businesses. Course corrections—the results of decisions—impact businesses every...

Digital Engagement Requires Context Integration

The relationship between customer and company progresses through a spectrum of emotional stages, ranging from indifference to brand loyalty. The manifestation of this relationship...

The Parallel Lives of Open Source and Social Networks

Early today, just after my morning run, my brother forwarded to me an article from the NYT about making money with Open Source software....

Freshdesk Attracts another $31M in Series D Funding

I do not typically write about IPOs, or funding or things of this nature. But, this is interesting for a number of reasons,, in...

Going on a Data Diet, my New Years Resolution

As New Years resolutions go, they are fun and provide an opportunity to reflect, to set a course for the next year. About...

Giving up Control for a Connected Culture

I applaud the efforts that some have made to champion the need and reduce the effort to connect with friends, neighbors, peers, colleagues and...

Nothing is Free, Privacy is an Illusion

A series of recent online conversations, published articles and broadcast news led to this short post, which might give some folks something to think...

There is a Big Difference Between Can’t and Won’t

A series of recent experiences on the customer side shed light on what I believe is a growing problem, possibly made worse by the...

Stop Thinking in Two Dimensions

The language of computers is binary, it is ruled by ones and zeros 1/0. I fear that this has rubbed off on us humans;...

No Beginning, No Middle and No End

When I was growing up, my dad got up, went to the office and worked, came home put his brief case near the door,...

Rethinking the Customer Journey

Funny thing about customers, they do not seem to follow a Map. In the good old days, if you wanted to plot a course, you...

Context Integration, the Future of System to System Interactions

Context integration is the future of system to system interaction. By prioritizing relevance, customer needs and jobs-to-be-done, context is the reason to operationalize big...

The Evolution of Customer Community

Community: a group of people sharing common characteristics, common history or common social, economic, or political interests, often located in close physical proximity to...

The Fine Line Between Personalization and Creepy

Setting the Stage "Hi Mitch, I saw you were searching for sales organization and sales strategy information information on the web..…… Are you available...

Experience Innovation

Moore observed, nearly a half century ago, that the power of computational devices would double every 18 months (based on how many components could...

Maybe We are Using the Wrong Words to Describe Collaboration

When we attempt to describe something we are often judge based upon the words we use. Choose certain words and we are considered buzzword...

Enterprise Customer Experience, A Convergence

Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or service use. Enterprise Customer...

Context, the Difference between Information and Knowledge

In my weekly routine, I try to strike a balance between academic thinking, practical thinking and the balance between the two. Living in northern Vermont...

A Mashup, is it Possible?

Clearly guided by a few musical mashups that I have been listening to recently, I wondered if it would be possible to create a...

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