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Today’s panel includes Zeno Group’s head of US Digital and Customer Experience, Frank Eliason; top-ranked social business leader and influencer Scott Monty; and Giovanni Rodriguez, head of Kahuna Labs, a new innovation and services group at Kahuna, a marketing tech company . In today’s episode, we covered the following topics:
- In response to a query from the Electronic Frontier Foundation, T-Mobile CEO John Legere opened a can of worms with a video response in which he made it clear he had no idea what the EFF is — and further obfuscated a customer issue that screamed for transparency.
- Agencies are rushing their staff into classes to bring them up to speed on Virtual Reality.
- Twitter could be expanding its 140-character limit to 10,000 characters. Is this a good idea? Is it defensive? What does it mean for brands already communicating on Twitter?
- At the Consumer Electronics Show, Ford surprised the world by announcing a partnership with Amazon to turn cars into connected devices on the Internet of Things.
- Meanwhile GE has invested half a billion dollars in Lyft — Uber’s top competitor — in preparation for the day when people won’t own cars, they’ll just page an autonomous-driving vehicle when they need to go somewhere.
- Will the current presidential cycle in the U.S. alter hasten the maturity of mobile devices?
- Dan York reports on the dominance of the Internet of Things at CES as well as the current encryption debate. He also looks at ProPublica’s move to become the first news organization with a presence on the Tor network.
- A survey says consumers want video ads that are short even more than they want them to be relevant. Meanwhile, another publisher is concentrating on injecting its videos into social networks. Why aren’t brands following suit?
Connect with our panelists on Twitter at @frankeliason, @scottmonty, and @giorodriquez.
Links to the source material for this episode are on Delicious.
Special thanks to Jay Moonah for the opening and closing music.
About this week’s panel
Frank Eliason’s experience and goals are centered around creating the right experience for Customers, and utilizing a variety of channels to reach them. In current and former roles, he has worked to use new technologies to better understand and assist organizations in improving processes and tools to ensure first contact resolution and improved Customer Satisfaction.
Currently Frank is working within digital media to better measure, understand and assist Customers. Doing so, he and his employer, Zeno Group (an Edelman company) are defining the next generation of Customer Service, Marketing and PR. Frank says, “We are transforming organizations to have a deeper understanding of Customer and Employees and helping them find the best ways to engage these key constituents.”
Scott Monty is an internationally recognized leader in digital communications, digital transformation, social media and marketing. As principal of Scott Monty Strategies, he counsels brands and agencies on strategy, executive communications, influencer management, the customer experience, and digital initiatives.
Scott spent six years at Ford Motor Company, as a strategic advisor on crisis communications, influencer relations, digital customer service, innovative product launches and more. He is a board member of the American Marketing Association and an advisor for RPM Ventures,My Dealer Service, and Crowd Companies. He writes about the changing landscape of business, technology, communications, marketing and leadership at ScottMonty.com and is the executive editor and co-host of the Sherlock Holmes website and podcast I Hear of Sherlock Everywhere.
Giovanni Rodriguez is a consultant, author, and public speaker on branding, positioning, and community-driven growth strategy. He is currently managing director of Kahuna Labs, a new innovation and services group at Kahuna, a Sequoia-backed marketing tech company. Over the years, he has advised many organizations including SAP, Coca-Cola, Unilever, The White House, the DNC, the Bill and Melinda Gates Foundation, Stanford University, and dozens of tech startups, from launch to exit. Giovanni has served as a leader of a practice at Deloitte Consulting that advised the Fortune 1000 on digital transformation, and most recently served as co-founder of SocialxDesign, a boutique consulting firm where he collaborated with Stanford-based researchers on designing new approaches to stakeholder engagement. Also known for his work in cross-cultural, cross-generational marketing, Giovanni has advised the AARP, the Stanford Latino Entrepreneurship Initiative, Parallel18 (a new economic initiative for Puerto Rico), Morehouse College (alma mater to Dr. Martin Luther King, Jr.), and QuePasa, a new tech venture led by David Lopez (father of JLo.)
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