10 years ago, my co-author Josh Bernoff and I released our first book, Groundswell: Living in a World Transformed by Social Technologies. Today on this anniversary, I reflect on what our expectations were when we published that work, what has changed, and what has not.[Read more]
How Charlene Helps Leaders and Organizations
Research & Writing
Charlene publishes research through Altimeter. Her latest research focuses on the digital transformation of selling, the elements of customer experience strategy, and how to create a culture of customer obsession. Charlene also publishes books, which provide an opportunity to go more deeply into specific topics.
Speaking & Workshops
From opening conference keynotes to intimate executive workshops, Charlene's speaking identifies specific actions people can take to thrive in the digital era. Peppered with relevant examples, these speeches and workshops are tailored for each engagement.
Charlene works with her colleagues at Prophet on consulting projects, which range from creating a robust digital or social strategy to developing an employee engagement plan and community.
Although the challenges surrounding diversity and inclusion (D&I) and digital transformation (DT) are often seen as separate, in reality they're actually quite similar. In this article I give some advice on what organizations can do to advance both with the same initiatives.[Read more]
When it comes to brand relevance, millennials and non-millennials have more in common than they think. In this post, I’ll do a deep dive into how U.S. millennials (18-37 years old) view brand relevance similarly and differently from non-millennials — and why brands like Spotify, Westin, and Target register a relevance score almost twice as high among millennials than non-millennial customers.[Read more]
We often think about digital transformation as something tackled by the dynamic duo of Marketing and IT. But there needs to be a third -- HR. That's because, while digital transformation appears to be about technology, at its heart it's about people, and the relationships that are changed because of these digital technologies. Today I examine the key takeaways from a recent Prophet report on the subject.[Read more]
In the same way that IQ (or raw intelligence) helps humans make rational decisions, EQ (or emotional intelligence) helps humans make decisions based on empathy. Can artificial intelligence (AI) help us develop better empathy for our customers -- and, in some cases, have even better empathy than humans? Today I share my thoughts on the subject, based on the newest research into "artificial empathy."[Read more]