Announcing the C3/A3 Project: The Connected Future of Communities, AI & Automation

A new set of technologies is emerging to augment human cognition (AI), enhance human agency (Agents) and shape digital experiences and outcomes by taking advantage of a rich set of tools and APIs (Automation). We see these three technological forces (AI, Agents and Automation) as the next immediate wave of disruption in digital experience, and we see Community, Crowd and Collaboration as the social contexts in which technology and humanity will interact for the betterment (or detriment) of humankind. The C3/A3 project will explore the technological, business and societal implications of this next wave of change and offer a helpful path forward

The Customer Community

Image © Leigh Prather The last few years have seen big brands make extraordinary investments in developing massive "digital transformation" and social media programs. On one hand, these programs have yielded moments of customer connection, advocacy and insight. Unfortunately, for the majority of programs reliant on mass social platforms like facebook and twitter, organic reach has dropped effectively to 0 and companies

Evolving to Social Business (and beyond)

Most organizations are well into the process of incorporating social media into their day to day business - and many are starting to wrestle with the challenges and opportunities of being "social" over the long haul: the resource commitment, the necessary changes in leadership and culture, and the responsibility to engage in  conversation, collaboration and community with customers, prospects,