Podcast appearances and mentions of esteban kolsky

This week on DisrupTV, we interviewed Chris Deaver, co-author of Brave Together and co-founder of BraveCore, Ian Clawson, co-author of Brave Together, Esteban Kolsky, Chief Distiller, VP and Principal Analyst at Constellation Research and Richie Etwaru, CEO of Mobeus. We focused today's conversation on leadership, innovation, and the role of AI in transforming business experiences. Chris and Ian emphasized the importance of building strong, adaptive cultures during uncertain times, advocating for a shift from fear-based leadership to co-creation and deep relationships. Esteban highlighted the need for board members to distill complex data into actionable insights, focusing on growth, resiliency, and sustainability. Richie introduced Mobeus' Telly, an AI-driven avatar designed to enhance digital experiences, aiming to reduce user irritation and improve engagement across various industries. DisrupTV is a weekly podcast with hosts R "Ray" Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

For part one of this on-site podcast from Constellation Connected Enterprise 2024, we have the triumphant return of Jon's sparring partner and occasional enterprise muse Esteban Kolsky, who has launched a new customer intelligence venture with Alan Berkson. Why? And how has this re-inspired Kolsky? We get into the context of the stale and/or noisy approach to enterprise advisory, and how Kolsky found a way out of his LinkedIn AI vinegar posts, without backing down from his AI criticism. Note: the AI part of this conversation, including how active inference AI shook up CCE 2024, is in the shorter companion podcast. Note: if you believe in unscripted, unsponsored unfiltered enterprise convos like these, consider a rating or share, it matters.

In this 15 minute companion podcast, Jon Reed asks Esteban Kolksy about the highlights of his "Beyond Gen AI" panel - and why active inference AI shook up the AI conversation this week. Active inference AI still has a lot to prove, but because it is *not* from the deep learning area of AI, its promise lies in moving beyond probabilistic AI (correlations) into a causal form of AI with a world model. In turn, the contrast highlights the shortcomings of LLMs, and gives Kolsky an AI to consider that he hasn't skewered on LinkedIn. For more on active interference AI, check out the work of Denise Holt, who appeared on the panel and keynoted at CCE. Also check out the work of Dr. Karl Friston of active inference AI vendor Verses. One Holt blog post: https://deniseholt.us/active-inference-ai-the-future-of-enterprise-operations-and-industry-innovation/

For part one of this on-site podcast from Constellation Connected Enterprise 2024, we have the triumphant return of Jon's sparring partner and occasional enterprise muse Esteban Kolsky, who has launched a new customer intelligence venture with Alan Berkson. Why? And how has this re-inspired Kolsky? We get into the context of the stale and/or noisy approach to enterprise advisory, and how Kolsky found a way out of his LinkedIn AI vinegar posts, without backing down from his AI criticism. Note: the AI part of this conversation, including how active inference AI shook up CCE 2024, is in the shorter companion podcast. Note: if you believe in unscripted, unsponsored unfiltered enterprise convos like these, consider a rating or share, it matters.

In this 15 minute companion podcast, Jon Reed asks Esteban Kolksy about the highlights of his "Beyond Gen AI" panel - and why active inference AI shook up the AI conversation this week. Active inference AI still has a lot to prove, but because it is *not* from the deep learning area of AI, its promise lies in moving beyond probabilistic AI (correlations) into a causal form of AI with a world model. In turn, the contrast highlights the shortcomings of LLMs, and gives Kolsky an AI to consider that he hasn't skewered on LinkedIn. For more on active interference AI, check out the work of Denise Holt, who appeared on the panel and keynoted at CCE. Also check out the work of Dr. Karl Friston of active inference AI vendor Verses. One Holt blog post: https://deniseholt.us/active-inference-ai-the-future-of-enterprise-operations-and-industry-innovation/

As we begin 2024, Lauren and Bill would love to hear from you! Please send your suggestions, feedback, and ideas for topics and guests to .  Welcome to our special year-end 2023 review of the Cohere podcast. This year, we marked a significant shift in our approach. We moved away from the constraints of seasonal formats, embracing topical series that have allowed us to delve deeper into various themes, synchronizing seamlessly with our ongoing work and research. Let's walk down memory lane and revisit some of the most insightful moments from this year's episodes. Venessa Paech sheds light on the evolving definition of AI and its interplay with power dynamics. John Hovell joined us to discuss the essence of conversational leadership. A key part of this conversation was defining what conversation truly means. Meena Palaniappan's insights into impact measurement, resilience, and behavioral change in human-centered social networks were compelling. Esteban Kolsky joined us to discuss how we might navigate the customer experience landscape.  In our episode with Ed Finn,Ed Finn, the founding director of the Center for Science and the Imagination at Arizona State University we discuss how to build imaginative capacity. Social learning theorists, the Wenger-Trayners, joined us to help us explore the concept of learning partnerships in communities of practice. Dr. Mihaela Vorvoreanu came on the show to help us unpack trust and fabrication in large language models. This conversation is crucial for understanding generative AI. We explored the rich history and the exciting future of the Maker Movement with Dale Dougherty. Jeremiah Owyang helped us consider how we might navigate the AI surge. Jeremiah tackles the rapid evolution and acceleration of digital technology cycles. Dr. Rob Hopkins to help us imagine tomorrow and to teach us how to travel to a better future. We ended the year looking back at the hype of cryptocurrency and exploring what is still happening in this space with Reneé Barton. Reneé offers insights into cryptocurrency market trends. We thank our listeners for joining us on this enlightening journey and look forward to another year of engaging and insightful conversations in 2024. Stay tuned! Again, please send us your feedback, ideas and suggestions to hosts@coherepod.com.

Como ser asesor de la reina y rey. ¿Ya tienes a un asesor en tu empresa? ¿Tienes un Sherpa? ¿Tienes un Whisperer? ¿Tienes un Centro de Innovación? ¿Tienes un Centro de Excelencia? ¿Tienes un influenciador? En este #livestream de #conversacionesdecrm junto con Esteban Kolsky vamos a hablar como la reina y el rey (CxOs) necesitan asesoría para estos cambios que vemos continuos en la industria de CRM y CX. #tomandocafeconjesushoyos #conversacionesdecrm #podcastdecrm Advisory: https://www.cx2advisory.com/ Consultoría e Implementaciones: https://www.solvisconsulting.es/ Podcasts: https://podcast.cx2advisory.com/ Blog: https://www.cx2advisory.com/blog MasterClass: https://cursos.solvisconsulting.com/ Twitter: https://twitter.com/jesus_hoyos LinkedIn: https://www.linkedin.com/in/jesushoyos/ Nota: Dependiendo de las condiciones (lugar, hora, conexión de la Internet, dispositivos), la grabación del video puede tener algunas fallas de técnicas. Mil disculpas por adelantado.

In this episode, Bill and Lauren engage chat with esteemed customer experience analyst and researcher Esteban Kolsky. They delve into the complex world of customer experience, discussing the importance of community, the hype around generative AI, and how to sift through the noise to identify critical signals, trends, and patterns. This conversation highlights what is needed to develop the mindset required for staying attuned to what matters in a constantly evolving customer experience landscape. Memorable Quote: “Organizations still have the idea that communities need to be managed and created by the organization. Mm-hmm. They don't understand the communities. They don't understand independent communities. They don't understand, even if they understand that they exist, they don't know what to do with information and with the people in there.” In this episode, we discuss:  [16:03] The Role of Community in Customer Experience [25:00] Generative AI: Cutting Through the Hype [44:20] Navigating Through the Noise   Mentioned in this episode:  [Book] by Peter Schwartz [Book] by Brian Christian About our guest(s):  With an impressive 30-year career in enterprise technology, Esteban Kolsy has done it all - from entry-level positions to executive roles. He's a veteran in the field, boasting 20 years of experience as an analyst and influencer. Having recently taken a step back from his role as a vendor executive, Esteban is now contemplating one more orbit later this year.       Call-to-Action(s): If you liked this episode, check out: Link to other relevant Cohere episodes For more reflections about the intersection of community and customer experience, subscribe to the Cohere Podcast wherever you listen to podcasts. Did Cohere Podcast inspire you to take action or change your perspective on something? If so, please share your experience by leaving a review. Your review will not only help us but also encourage others to tune in. Share about future guests / topics of exploration. Check out #BookDNA for a list of books, articles, and whitepapers featured on the Cohere Podcast.  

El factor humano en la experiencia del cliente usando Inteligencia Artificial #conversacionesdecrm #cx2advisory #inteligenciaartificial Esteban Kolsky nos da su perspectiva de cómo debemos integrar el factor humano al implementar metodologías y tecnologías de IA. hablamos de que debemos tener un plan a largo plazo, capacidad para implementar y crear Sherpas en nuestras empresas para poder entender la AI y guiar su implementación, especialmente al ejecutar acciones a base de las recomendaciones de la IA. Advisory: https://www.cx2advisory.com/ Consultoría e Implementaciones: https://www.solvisconsulting.es/ Podcasts: https://podcast.cx2advisory.com/ Blog: https://www.cx2advisory.com/blog #solvis #podcastdecrm #conversacionesdecrm #capsulasdecustomerengagement

Las 5 Preguntas Que Aún Nos Hacemos Sobre CX El Customer Experience es un término relativamente nuevo que ha ido evolucionando hace varios años, desde el CRM donde la propuesta de valor estaba centrada en la empresa, hasta el CX, centrado completamente en el cliente. En los últimos 20 años la forma en que se aborda el CX en las empresas ha determinado la evolución de la experiencia del consumidor y el valor de la misma. En este trayecto, surgen muchas dudas a las cuales se enfrentan las organizaciones, como entender el cambio del paradigma entre CRM y CX, el uso y desarrollo de las tecnologías para crear lealtad y fortalecer las relaciones con los clientes, conocer las mejores prácticas para alcanzar un equilibrio entre las expectativas del cliente y los resultados de la empresa, y prepararse para enfrentar los obstáculos de su implementación referentes a tecnología, adopción, así como la organización y alineación de equipos en conceptos, objetivos, posicionamiento y expansión. Para dar respuesta a estás dudas, en el próximo capítulo de Conversaciones de CRM, estaremos hablando con Esteban Kolsky, Chief Evangelist, CX, SAP sobre “Las cinco preguntas que aún nos hacemos sobre CX” #ConversacionesdeCRM #CX #CX2Advisory #podcastdecrm

¿Qué es Modern Day CX? #tomandocafeconjesushoyos #sapcx #cx #cx2advisory El CRM ya ha evolucionado a ecosistemas y plataformas de customer engagement para poder ofrecer una experiencia óptima para el cliente. El #CX como termino tiene muchas definiciones hoy en día en el mercado. Dicen que #CX: es NPS o una encuesta de CSAT es una tecnología de encuestas es la cultura de la empresa sin manejar la relación del empleado no hay #CX es una metodología es una estrategia es transformación digital son customer journeys son nodos de interacciones Para mi #CX es todo lo de arriba embebido en el día a día de las operaciones de la empresa. Esteban Kolsky, Chief Evangelist en SAP CX, nos acompaña en Tomando Cafe con Jesus Hoyos para justamente ver que es el CX. El acaba de escribir sobre esto en su blog: https://estebankolsky.com/2022/03/17/what-is-modern-day-cx/ El comenta que "CX is an evolution of CRM focused on the balance between customer expectations and business outcomes". #LinkedInLive #FacebookLive #TwitterLive #FacebookLive

Edición Podcast - Tomando Café Con Jesús Hoyos: ¿Qué Es Realmente Un Customer Data Platform #cdp #tomandocafeconjesushoyos #cx2advisory #sapcx Nos visita Esteban Kolsky, SAP Chief Evangelist, CX, para habar de lo que realmente es un Customer Data Platform. No, no vamos a hablar entre la diferencia de un CRM vs un DMP. Vamos a hablar que un CDP no es solo para marketing, es para todo el CX, para todo el Customer Experience. 3pm EST Nov. 26, 2021 #podcastdecrm

My name Steven Spears, great to back with you for another episode together. Customer journey maps are a common way to document the full experience of being your customer. But are we doing it right? I'm joined by Esteban and Raj, two customer experience veterans who are rethinking this process. We dive into the flaws of how we look at customer journeys today in a very static way. Then discuss the elements of a dynamic customer journey and how it's a more useful perspective tied to the real world. All of that on this episode of the SAP Experts Podcast.

Conversaciones de CRM Episodio 64 27 de abril de 2021 1PM EST La humanización de la experiencia en el call center #conversacionesdecrm #cx2advisory #cx Edición Podcast - Conversaciones de CRM La Humanización De La Experiencia En El Call Center Conversaremos con Esteban Kolsky, SAP Chief Evangelist, CX, y con Eugenia García Aguirre, Directora General del Instituto Mexicano de Teleservicios sobre la humanización de la experiencia en el call center. El impacto del contact center en la experiencia del cliente con toda esta nueva normalidad. ¿Qué significa toda esta humanización de la experiencia del cliente con las interacciones en el call center? #contactcenter #callcenter #customerexperience #sapcx #FacebookLive #LinkedInLive #YouTubeLive

Edición Podcast - Conversaciones De CRM - Ep 65 Customer Journeys - ¿Mapas o Nodos? En este livestream vamos a tener un deep dive de lo que es realmente el manejo de la experiencia del cliente. Esteban y este servidor hemos hablado mucho sobre que el cliente es el que maneja y controla la experiencia y ahora con la gran cantidad de datos tenemos que movernos de crear mapas a tener nodos para poder manejar las interacciones del cliente. Esteban Kolsky, SAP Chief Evangelist, CX Jesús Hoyos, Principal Consultant, CX2Advisory #cx #YouTubeLive #FacebookLive #LindkedinLive #Livestream #crm #martech #customerjourney #customerexperience #cdp #journeyorchestration #realtimeinteractions

Conversaciones de CRM - Episodio 60 - CX and expanding your business in Latin America #conversacionesdecrm​ #cx​ #latam​ #podcastdecrm March 16, 2021 - 1 PM EST Together with Esteban Kolsky, SAP Chief Evangelist CX, and Craig Dempsey, Managing Director of Biz Latam Hub, we will discuss the CX challenges and opportunities for industries that are now expanding in Latin America and those who are now entering the region. Topics: 1. Trends 2. The importance of BPO and companies to expand beyond traditional operations into operations that truly add value 3. How tech companies vs brick-and-mortal are adapting to the pandemic 4. What industries do we see expanding in Latin America from fintech to food delivery 5. The challenges of multinational companies doing business in the region using collaboration solutions from call centers to development center, especially when the employees are working from home #sapcx​ #customerexperience​ #cx2advisory​ #bizlatamhub

Conversaciones de CRM con Jesús Hoyos y Esteban Kolsky #conversacionesdecrm​ #cx​ #cx2advisory​ 9 Áreas de Customer Engagement para mejorar el #cx En este episodio con Esteban Kolsky, SAP Chief Evangelist, CX, hablamos de la importancia de tener un evangelista e influenciador dentro de tu empresa para facilitar conversaciones internas y externas. #sap #crm #martech #sapcx #podcastdecrm

The term “evangelist” has been thrown around a lot over the past couple of years. I’m not talking Jimmy Swaggart, TD Jakes or Joel Osteen. I’m talking about the evangelist role in terms of technology and business. But what does that mean and what do they really do? Recently me and my CRM Playaz co-host Paul Greenberg hosted a LinkedIn Live conversation with three of the leading CRM vendor evangelists to dig in a bit and find out what it really means to be an evangelist, what they do and how it differs from the perceptions out there for who evangelists are. Joining us were: Vala Afshar, Chief Digital Evangelist for Salesforce Esteban Kolsky, Chief CX Evangelist for SAP Martin Schneider, Chief Evangelist and Head of Market Strategy for SugarCRM

Edición Podcast: Conversaciones de CRM - Episodio 55 #conversacionesdecrm​ #cx​ #cx2advisory​ 2 de febrero de 2021 - 3 PM EST La fusión de CDP, Omnicanalidad, Customer 360 y CX con Jesús Hoyos, CX2Advisory y Esteban Kolsky, SAP Chief Evangelist CX.

Interview by Chicke Fitzgerald of the Game Changer Network as a part of the Best of the Game Changer series Twenty-first century customers are demanding more than ever - they will communicate with a company in whatever channel they need to at the time they want to. They want their interactions with the company to be seamless, convenient and simple. They want to get whatever it is they want to do with your company done as fast as possible. AND they want more than just good products and services, products, services, the tools they need to control their interactions with your company and consumable experiences. All in all, if you can't compete by engaging them in ways that make them want to come back to you, you lose. While this is a complex effort, because you have to satisfy the needs of potentially millions of customers (you want that right? Millions), it is simple in its fundamental principle - if a customer likes you and continues to like you they will continue to do business with you. If they don't they won't. Simple, but the execution isn't because you have to identify what each of those millions of customers wants and needs and keep the provision of those individual needs cost-effective enough to be of value to you and yet still provide value to them. Plus they have to e able to retain control over their own interactions with you - because if they lose the option of control of their conversation with you, they are gone. To do this takes a substantial effort. That's where the Commonwealth of Self Interest: Business Success Through Customer Engagement by Paul Greenberg comes in. This book is the first of its kind to present the definitions, frameworks, strategies, programs, business operations, cultural transformation, systems technologies, and measurements to successfully engage your company's customers - whether your company is small and growing or an immense enterprise with hundreds of millions of customers. The changes in sales, marketing, customer service and commerce have been profound and how to navigate those changes and provide the right approaches and programs are addressed and the impact of successfully addressing those changes is shown by case studies and stories - as is what happens when you don't adjust to what your customers have already adjusted to. Throughout the book, which is written in a entertaining and conversational style, you will find dozens of case studies, proven best practices, expert advice and analysis from Paul and nearly 20 of his closest friends - all experts in their respective fields. Paul Greenberg, known as the "Godfather of CRM" is a best selling author who wrote CRM at the Speed of Light, called "The Bible of CRM" that has been through 4 editions and 9 languages. An adviser to many companies at the enterprise level, over the years (and there have been many of them - years that is), he has been able to piece together a strategic framework at the highest level and a lot of best practices/tips & tricks at the deepest level including things like mapping customer journeys to help you structure your company's efforts around providing and receiving value to and from your customers. If you don't want to believe him, read Brian Solis on user experience, Bruce Temkin on customer experience, Ray Wang on digital transformation, Brent Leary on the future of the engagement technology landscape or Esteban Kolsky on why building ecosystems is a practical matter not an academic exercise. And many others. Others may claim that theirs is the only book you'll ever need to do....whatever. This book probably isn't the only book you will ever need. No one is saying customer engagement is simple. But it is likely to be the first book you'll want to read on your journey to becoming a company that is both better for your customer and great for you.

Interview by Chicke Fitzgerald of the Game Changer Network as a part of the Best of the Game Changer series, showcased on C-Suite Network  21st century customers are demanding more than ever - they will communicate with a company in whatever channel they need at the time they want. They want their interactions with the company to be seamless, convenient and simple. They want to get whatever they want to do with your company done as fast as possible. AND they want more than just good products and services, , the tools they need to control their interactions with your company and consumable experiences. All in all, if you can't compete by engaging them in ways that make them want to come back, you lose. While this is a complex effort, because you have to satisfy the needs of potentially millions of customers, it is simple in its fundamental principle - if a customer likes you and continues to like you they will continue to do business with you. If they don't they won't. Simple, but the execution isn't because you have to identify what each of those millions of customers wants and needs and keep the provision of those individual needs cost-effective enough to be of value to you and yet still provide value to them. Plus they have to e able to retain control over their own interactions with you - because if they lose the option of control of their conversation with you, they are gone. To do this takes a substantial effort. That's where the Commonwealth of Self Interest: Business Success Through Customer Engagement by Paul Greenberg comes in. This book is the first of its kind to present the definitions, frameworks, strategies, programs, business operations, cultural transformation, systems technologies, and measurements to successfully engage your company's customers - whether your company is small and growing or an immense enterprise with millions of customers. The changes in sales, marketing, customer service and commerce are profound and how to navigate those changes and provide the right approaches and programs are addressed and the impact of successfully addressing those changes is shown by case studies and stories - as is what happens when you don't adjust to what your customers have already adjusted to. Throughout the book, which is written in a entertaining and conversational style, you will find dozens of case studies, proven best practices, expert advice and analysis from Paul and nearly 20 of his closest friends - all experts in their respective fields. Paul Greenberg, known as the "Godfather of CRM" is a best selling author who wrote CRM at the Speed of Light, called "The Bible of CRM" that has been through 4 editions and 9 languages. An adviser to many companies at the enterprise level, over the years (and there have been many of them - years that is), he has been able to piece together a strategic framework at the highest level and a lot of best practices/tips & tricks at the deepest level including things like mapping customer journeys to help you structure your company's efforts around providing and receiving value to and from your customers. If you don't want to believe him, read Brian Solis on user experience, Bruce Temkin on customer experience, Ray Wang on digital transformation, Brent Leary on the future of the engagement technology landscape or Esteban Kolsky on why building ecosystems is a practical matter not an academic exercise. And many others. Others may claim that theirs is the only book you'll ever need to do....whatever. This book probably isn't the only book you will ever need. No one is saying customer engagement is simple. But it is likely to be the first book you'll want to read on your journey to becoming a company that is both better for your customer and great for you. The Game Changer is featured on C-Suite Network. Chicke is a philanthropreneur • she zigs where others zag, creating value, growth and bringing to life crazy good ideas that will leave a legacy

This week on DisrupTV, we interviewed Tricia Wang, Co-founder of Sudden Compass, Esteban Kolsky, Principal & Founder at ThinkJar, and Steve Wilson, VP & Principal Analyst at Constellation Research. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

This week on DisrupTV, we interviewed Hiten Shah, Co-Founder of FYI, Product Habits and Crazy Egg, Betty Ng, Author of PO-LING POWER, Speaker, and Tech Entrepreneur, and Esteban Kolsky, Principal & Founder at ThankJar. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Gillmor Gang X - Frank Radice, Michael Markman, Keith Teare, Esteban Kolsky, and Steve Gillmor. Recorded live June 23, 2019. Produced on Anchor and GarageBand June 23-4, 2019., directed by Tina Chase Gillmor.

This week on. DisrupTV, we interviewed Erica Dhawan, Keynote Speaker on Collaboration and CEO at Cotential, Meagen Eisenberg, Chief Marketing Officer at TripActions, and Esteban Kolsky, Principal and Founder at ThinkJar. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Gillmor Gang X - Esteban Kolsky and Steve Gillmor. Recorded live @ Constellation's Connected Enterprise 2018. Produced on Anchor and GarageBand November 3, 2018

This week on DisrupTV, we caught up with Brent Leary, Partner at CRM Essentials, Esteban Kolsky, Principal & Founder at ThinkJar, Jesús Hoyos, Managing Partner and Founder at Solvis Consulting LLC, and Paul Greenberg, Author, Founder & Managing Principal at The 56 Group. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Gillmor Gang X - Esteban Kolsky and Steve Gillmor. Produced on Anchor and GarageBand September 9, 2018

This week on DisrupTV, we interviewed Rob Reid, Managing Director, Executive Vice President at Sage Intacct, Amy Konary, VP of Customer Business at Zuora, and Esteban Kolsky, Principal and Founder at ThinkJar. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Gillmor Gang X - Esteban Kolsky and Steve Gillmor. Produced on Anchor and GarageBand July 18, 2018

In this impromptu/underground recording with the implausible Esteban Kolsky, the guys grab some time as Salesforce Connections to discuss the future of the enterprise. Two Kolsky blog posts are up for consideration, one on his enterprise software priorities, the other on AI misconceptions. Since this taping is at a CX event, the guys also get into the epic problem of delivering a halfway-decent customer experience across channels. Doing their best with Jon's backup recording, Jon also takes the chance to ask Esteban the burning question: why are you such a grouchy *!*. That leads into a discussion of the vital role of the enterprise idealist/curmuedgeon, or, gadfly. At the end of the thirty minute chat, the meaning of the "implausible" Esteban Kolsky is revealed. Producer's note: this had to be taped on the backup of Jon's backup recorder, but hopefully the listening experience was improved decently for you during production. Yes, you can get Busting the Omnichannel on iTunes. 

In this impromptu/underground recording with the implausible Esteban Kolsky, the guys grab some time as Salesforce Connections to discuss the future of the enterprise. Two Kolsky blog posts are up for consideration, one on his enterprise software priorities, the other on AI misconceptions. Since this taping is at a CX event, the guys also get into the epic problem of delivering a halfway-decent customer experience across channels. Doing their best with Jon's backup recording, Jon also takes the chance to ask Esteban the burning question: why are you such a grouchy *!*. That leads into a discussion of the vital role of the enterprise idealist/curmudgeon, or, gadfly. At the end of the thirty minute chat, the meaning of the "implausible" Esteban Kolsky is revealed. Producer's note: this had to be taped on the backup of Jon's backup recorder, but hopefully the listening experience was improved decently for you during production. 

This week on DisrupTV, we interviewed Monique Morrow, President and Co-Founder at The Humanized Internet, Vijay Vijayasankar, Chief Technology Officer of IBM Services North America & IBM Senior State Executive for Arizona at IBM, and Esteban Kolsky, Principal and Founder at ThinkJar. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

This week on DisrupTV, we interviewed Barry Ritholtz, Co-Founder & Chief Investment Officer at Ritholtz Wealth Management, Michael Robison, CEO & Co-Founder at One Pebble, and Esteban Kolsky, Principal and Founder at ThinkJar. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

This week on DisrupTV, we interviewed Nicole Raimundo, CIO for the Town of Cary, Jeetu Patel, SVP of Platform and Chief Strategy Officer at Box, and Esteban Kolsky, Founder and Principal at ThinkJar. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Last week’s conversation featuring Esteban Kolsky’s ExCom 2016 presentation on why customer service won’t exist in ten years sparked some very interesting conversations. Another presentation from the conference also captured people’s attention. So below is an edited transcript from Constellation Research founder Ray Wang’s presentation on how Internet of Things (IoT) will shape the way customer’s engage with companies.

At this year’s ExCom 2016 event, one of the most intriguing and thought-provoking sessions came from Esteban Kolsky, former Gartner analyst and one of the most respected thought leaders focusing on customer service. Kolsky, who also is the founder of ThinkJar Research, presented on why he feels the customer service fucntion, as we know it today, will be gone in ten years. Below is an edited transcript taken from his presentation. To see the entire presentation, click on the YouTube video below.

Today's buzz: Data overwhelm. What's the big deal about big data when it comes to marketing your products and services? Successful marketing hinges on gaining insight from the mountains of data you capture and store, so you can build great relationships and experiences with your customers and prospects. Do you have the right people and tools to sift through all that information and find the golden nuggets of opportunity? The experts speak. Andrew Jones, Altimeter Group: “Customer identity today is a shattered mirror, with little pieces of it spread throughout the organization. Customer Service sees a different piece of the profile than sales or marketing or loyalty.” Esteban Kolsky, ThinkJar: “Customers don't care about brands. Brands care about customers.” Kaan Turnali, SAP: “The aim of marketing is to know and understand the customer so well, the product or service fits him and sells itself” (Peter Drucker). Join us for Data Deluge: Customer Insight Challenges and Opportunities.

Today's buzz: Data overwhelm. What's the big deal about big data when it comes to marketing your products and services? Successful marketing hinges on gaining insight from the mountains of data you capture and store, so you can build great relationships and experiences with your customers and prospects. Do you have the right people and tools to sift through all that information and find the golden nuggets of opportunity? The experts speak. Andrew Jones, Altimeter Group: “Customer identity today is a shattered mirror, with little pieces of it spread throughout the organization. Customer Service sees a different piece of the profile than sales or marketing or loyalty.” Esteban Kolsky, ThinkJar: “Customers don't care about brands. Brands care about customers.” Kaan Turnali, SAP: “The aim of marketing is to know and understand the customer so well, the product or service fits him and sells itself” (Peter Drucker). Join us for Data Deluge: Customer Insight Challenges and Opportunities.

Enterprise mobility is an unstoppable force. By 2015, this game-changer could impact over 37% of the world's workforce - about 1.3 billion people. And by that time, 50% of enterprise mobility applications will be HTML5, predicts Sanjay Poonen, President & Corporate Officer, Technology & Innovation Products, Head of Mobile Division at SAP. He notes, “Mobile technology is creating both an expectation and impatience in people that never existed before. In fact, mobility has such an impact on companies today that conversations are no longer just between vendors and users, but really vendors and the end user.” ThinkJar's Esteban Kolsky agrees. “Mobile is not a fad. It has been building for over ten years as the next frontier for business. Now that it's finally here, we see businesses scrambling to catch up. Can they get there on time?” Join us to hear more about Enterprise Mobility: Faster, Please! p.s. Tune in Thursdays at 1 PM Pacific for In the Cloud with Game-Changers.

Enterprise mobility is an unstoppable force. By 2015, this game-changer could impact over 37% of the world's workforce - about 1.3 billion people. And by that time, 50% of enterprise mobility applications will be HTML5, predicts Sanjay Poonen, President & Corporate Officer, Technology & Innovation Products, Head of Mobile Division at SAP. He notes, “Mobile technology is creating both an expectation and impatience in people that never existed before. In fact, mobility has such an impact on companies today that conversations are no longer just between vendors and users, but really vendors and the end user.” ThinkJar's Esteban Kolsky agrees. “Mobile is not a fad. It has been building for over ten years as the next frontier for business. Now that it's finally here, we see businesses scrambling to catch up. Can they get there on time?” Join us to hear more about Enterprise Mobility: Faster, Please! p.s. Tune in Thursdays at 1 PM Pacific for In the Cloud with Game-Changers.

  Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 25 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments.

Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare? Now put on your business hat. If you've heard such a tale of woe about your own company, do you know why? SAP's Anthony Leaper believes it's about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?” Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as a 'cost of doing business' and start viewing it as a key to ensuring business growth from existing customers.” Customer strategist Esteban Kolsky adds, “Becoming a beloved brand, the goal for most companies in the past 10-15 years, is no longer an objective; becoming a retained brand is.” Pour a cup and join us for food for thought on Great Customer Service: Is Your Call Center Missing the Obvious?

Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare? Now put on your business hat. If you've heard such a tale of woe about your own company, do you know why? SAP's Anthony Leaper believes it's about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?” Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as a 'cost of doing business' and start viewing it as a key to ensuring business growth from existing customers.” Customer strategist Esteban Kolsky adds, “Becoming a beloved brand, the goal for most companies in the past 10-15 years, is no longer an objective; becoming a retained brand is.” Pour a cup and join us for food for thought on Great Customer Service: Is Your Call Center Missing the Obvious?

Former Gartner Analyst Esteban Kolsky addresses key learnings in social CRM in addition to misconceptions about Enterprise 2.0, social media and customer management.

Former Gartner Analyst Esteban Kolsky addresses key learnings in social CRM in addition to misconceptions about Enterprise 2.0, social media and customer management.

Impact of economic uncertainty on marketing, spam and social media, customer service is the new marketing, social media blindness. Four marketers sit down at the Marketers' RoundTable to discuss important small business marketing issues. Guests are Paula Pollack of the Pollack Marketing Group in San Francisco, Steve McKee of McKee Wallwork Cleveland in Albuquerque, Esteban Kolsky of ThinkJar, and Jay Ehret of The Marketing Spot Show notes & links: http://budurl.com/MRT1