In the past you may remember how time and time again I have mentioned how one of the main use cases from a successful Social Business would eventually be that one ofcustomer service and customer support, although over the course of time you may have noticed how my experienceshave been very lacking in this regard. So, instead of giving up on it altogether a long while ago I decided to keep pushing for it, because I knew it that at some point it would click and that would be the day where we may be witnessing that tipping point for that use case to become a reality. Well, I think that day has arrived. Today. And that company that has finally understood what a social business is all about is one that I never expected that it would be coming around, as seen on this blog a few times already. That social business with a success story on providing excellent customer service and support is Movistar. Yes, you are reading it right.Movistar!

I have always been saying that the day both telcos and airlines, along with government, amongst a couple of others, start embracing social... Read the article

If you have been reading the last few articles I have posted over here in this blog, over the course of the last few months, you may have noticed how, as of late, I have become a whole lot more critical (Hopefully, in a constructive manner) around the whole subject of Social Business and Enterprise 2.0, in general, and, although I’m still a strong believer in the whole movement (I even think we cannot longer go back and do something else. It’s changed us for good!), I am starting to question the validity and merit of a good number of motives from companies to become successful social businesses, because in reality they aren’t. They are just grabbing the wrong end of the stick thinking and hoping it will work out eventually, when we all know it won’t, and get away with it.

Well, it’s now time to up the game again and here’s another one of those thinking out loud reflections that’s been in my mind for a long while regarding Social Business and which I’m now more and more convinced it may be destroying our current business environment as we know it, more than... Read the article

As I have just mentioned in my last blog entry, the last few days I have been embarked on my latest business trip, coinciding with a wonderful visit all around to Helsinki, Finland, where my good friends from IBM Finland invited me over to participate on the IBM CIO Forum event, with the rather innovative initiative of “Redefining Work 925“, and a couple of other events, and where, after being there for about three days, I think I may have just experienced the future… The future of a fully networked and interconnected world… Our world. And what it would look like altogether. And, yes, it’s much more exciting and ... Read the article

As a result of John Tropea’s wonderful blog post from yesterday, which I have blogged about over here, there has been also quite an interesting and rather refreshing conversationdeveloping on the side over at Google Plus around the topics of business processes, BRP (Barely Repeatable Processes), the role of traditional hierarchies and structures in today’s work environment while mixing and mingling with a networked organisation and where learning fits in there altogether. Some fascinating stuff in there, for sure! And one of the various reasons why I keep digging quite a bit G+ over other social networking sites. The depth of the conversations has been like no other so far! And it’s thanks to those conversations themselves how one keeps bumping into golden nuggets like the one shared yesterday byDennis Callahan on that very... Read the article

This is not the first, nor the second time, and I am sure there will be a third time, and many more!, at some point, that I have either heard or read about something that I would think would make pretty upset all of those folks who work on the Internet or with technology in general. Yes, I am referring to the so-called Knowledge Web Workers. Specially, those folks who have made the Social Web their new home. Indeed, in a rather thought-provoking, butvery inspiring, article, Douglas Rushkoff comes to question whether we are witnessing the end of jobs as we have known them for centuries and whether we are pretty much experiencing the birth of a unknown need, till now, of a renewed model of jobs. In Are Jobs Obsolete? Douglas keeps questioning whether... Read the article