Because in that period, for instance, a major growing power took over a Pacific island chain that was the United States. You know, if we're looking at a three-year plan, I might say, hey, let's look at five or 10 years of what happened between 19 or 19. If you believe that the world moves faster today than it did in 1900. And with highly operational people, highly operational teams, one of the things they really like to do is start off by saying, OK, well, let's take a look at your 18-month, plan your 36-month plan, and ask, instead of what happens in the future, what's happened in the past. I like to focus on the present, I get stressed out when they asked me to, you know, plan the editorial calendar six months in advance, I'm like, what do you I don't know, I don't know what's happened in six months.
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It's not really so much about the future is helping companies figure out how to make better decisions today, based on the range of possible futures, based on what they know could happen next, and making sure that every time that we make a strategic decision, when you can't walk back, that we're making a decision that increases our optionality and our potential, no matter what happens next.ĭom: I'm more of a global presentist. And so that's kind of how I became a futurist.īut I spent 20 years running contract R&D firms and helping companies figure out how to build their next big thing.
And I got my business card and said futurist on it. I was brought in to help this company, HP, figure out what their longer term strategy would be primarily around technology. Jonathan: At the end of the day, you know, I don't know really how I got this job title.
I'll just do it anyway, what what's a global what? What's a Global Futurist? I run a group called the Serendipity Institute that does that kind of thing at conferences around the world.ĭom: Global futurist Jonathan, how do you explain that to the elderly relatives at a holiday party? Yeah, what are you again, Jonathan, you're a globe, I don't know why they have a Boston accent, that's just me, that's my family. In terms of my personal life, and what's exciting to me, I spend a lot of time helping people helping organizations, helping communities, figure out how to better connect and find more serendipity in their lives. I spent a number of years as the global futurist, director of long-term planning and strategy at HP, the massive computer company, where we went through a major re-architecture of the whole organization, but particularly we looked at customer support, and we looked at the call center. I do a lot of work with companies that are trying to re-architect themselves go through some type of transformation and make sure that as they optimize, that they're preparing themselves for the future, instead of cutting it off. So I spend a lot of time helping companies figure out how to take advantage of the future, how to take advantage of radical change. I think to get started, we'd love to get some background on you like your current role, how you got there, and what you're passionate about on the business and personal level. And I immediately thought that, you know, you'd have a lot to share with our audience. Rich: Yeah, it is great to have you with us, Jonathan, as Dom mentioned, you were at our last DX Summit, I was lucky enough to interview you before your DX summit keynote. Jonathan, welcome to CX Decoded my friend. Jonathan Brill, he's HP's former global futurist and author of " Rogue Wave." So he's here to help us chat about moving the very, very vital call center to more than just a cost center and kind of putting that into profit center territory, and how we get that done and all the in-betweens.
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We've got a great guest today, Dom, let's get right into it.ĭom: What I love about this guest Rich, it's like a family over here at Simpler Media Group and CMSWire he was a presenter at our DX Summit earlier this year, our virtual conference series on customer experience. Hi, Dom, welcome back for another round of CX Decoded.ĭom Nicastro: I am glad to be here again, Rich, how's it going with you? I'm joined by my co-host, CMSWire Managing Editor Dom Nicastro. Rich Hein: Hello everyone, it's great to be here today. Note: This transcript is edited for length and clarity. We caught up with Brill for our latest CX Decoded Podcast.
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Jonathan Brill, HP's former global futurist and author of " Rogue Wave," helped us try to crack the retention conundrum while also discussing call center innovations now and what the future looks like.
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