On May 9-10, 2007, we held our semi-annual get together of
“Patty’s Visionaries”—a handpicked group of customer-centric executives in a
cross-section of industries, each of whom has impressed me with his/her
accomplishments in designing their businesses from the outside in. This two-day
meeting is always a treat for me. It’s relaxed, casual, reflective, and gives
us all good insights into what’s up with customers, business, and technology and
how we’re doing in harnessing technology to deliver a great customer experience
and to grow our businesses. Everyone came away with actionable insights—several
of which have already been put into practice!
Eight Key Patterns and Themes
Here are eight topics that rose to top of mind for me after
swimming in this rich conversational soup. I suspect each Visionary may have
had a slightly different set, based on his or her own context. Here are the
themes that are still reverberating with me a week later:
1. Outcome-based
ecosystems
2. Customer
communities
3. The
primacy of search
4. The
disappearing home page
5. Cloning
capabilities across channels
6. The
opportunities and dangers of serving baby boomers
7. Online
gaming, virtual worlds and kids’ innovative behaviors
8. Driving
organizational change thru operational customer metrics
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