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Patty Seybold
Patty Seybold is a consultant, customer advocate and thought leader with 30 years of experience working with customer-centric business visionaries and technology pioneers in many industries to help these leaders transform their businesses to better meet and anticipate their customers' needs. Patricia Seybold is the CEO of the Patricia Seybold Group, a Boston-based consulting firm focused on customer-led innovation, customer experience transformation, customer-centric business and IT strategies and roadmaps, and in helping leaders shift their organizations' behavior to align around customers' outcomes and customers' key issues. Seybold is the author of three best-selling books, Outside Innovation (2006), (1998), and The Customer Revolution (2001).
Interests: gardening on the coast of maine, walking in the woods with my dog, sailing our big catamaran, strategic conversations, great dinner parties!
Recent Activity
I have long been a fan of anonymous tracking versus personalized tracking. As long as my Internet activities are aggregated with those of others and kept anonymous, I don't really mind the information about where I go and what I... Continue reading
Posted Nov 2, 2016 at Outside Innovation
The Apple vs. FBI legal battle over the need to unlock a dead terrorist's iPhone has been top of mind for many IT professionals, civil rights advocates, law enforcement supporters, legal pundits, and cyber-security experts. I wasn't planning to write... Continue reading
Posted Nov 2, 2016 at Outside Innovation
To me, the most exciting initiative that's been triggered by President Obama’s focus on Precision Medicine is the Precision Medicine Initiative (PMI) Cohort program. Its goal is to recruit a cohort of 1 million people in the U.S., all of... Continue reading
Posted Feb 27, 2016 at Outside Innovation
Pattys' Pioneers have been tracking the collapse of the Safe Harbor agreement between the EU and the US that has made it illegal to move customer data between the EU and the U.S.. Scott Jordan posted a link to this... Continue reading
Posted Feb 15, 2016 at Outside Innovation
Every year, members of Patty's Pioneers' group enjoy sharing their technology predictions for the coming year. This year's submissions are interestingly diverse. Several touched on topics I hadn't heard of, much less thought about, such as: Biogenetic Malware: CRISPR: Pat... Continue reading
Posted Feb 15, 2016 at Outside Innovation
On November 20th, an earth-shattering event took place. And, it wasn't a terrorist attack or a mass shooting, or a devastating earthquake. It was an antidote to the world's ills: A beacon of hope. The first students graduating from the... Continue reading
Posted Dec 5, 2015 at Outside Innovation
Pat Kerpan sent in a link to this useful article in the MIT Review, 6 Ways Law Enforcement Can Track Terrorists in an Encrypted World by Nathan Freitas about the current state of encryption and the privacy of our digital... Continue reading
Posted Dec 4, 2015 at Outside Innovation
I never think about Microsoft any more. I'm not alone. But I think that's about to change and I'm puzzled about what Microsoft is doing differently that is bringing it back on to my radar. A year and a half... Continue reading
Posted Sep 21, 2015 at Outside Innovation
There's a "new" smartphone that's gaining rapid marketshare and challenging Apple's global brand primacy: Xiaomi's ((pronounced Show-em) Mi. The privately-held Chinese manufacturer of Android-based smartphones and other electronics reported sales of 34.7 million smartphones in the first half of 2015,... Continue reading
Posted Aug 20, 2015 at Outside Innovation
What are the Top 12 Things that Annoy Your Business Customers? I thought you might like to know about the current Moments of Truth that keep emerging as we work with business customers to co-design their ideal customer experiences in... Continue reading
Posted Aug 12, 2015 at Outside Innovation
The Customer Revolution appears to be glimmering back to life in the U.S.A. I usually avoid touching on politics in my articles and posts for customer-centric execs, but when it comes to citizens' rights, these seem to me to be... Continue reading
Posted Aug 5, 2015 at Outside Innovation
Amazon Prime Day, which celebrated the 20th anniversary of the Prime members’ program on July 15, 2015, has taken a lot of flack as a bad customer experience, based on negative tweets and members’ frustration about the quality, availability, and... Continue reading
Posted Aug 5, 2015 at Outside Innovation
6 Things Customer Advisory Board Members Love to do: Network with their peers. What makes a Customer Advisory Group great is the value of the relationships that customers build with one another. You know you're on the right track if... Continue reading
Posted Aug 5, 2015 at Outside Innovation
The Customer Revolution Continues....U.S. Patriot Act Expires Thanks to courageous stands taken by Republican Senator Rand Paul and Democratic Senator Ron Wyden, and to an outpouring of calls and emails from American voters (thank you!), the three portions of the... Continue reading
Posted Jun 13, 2015 at Outside Innovation
Having recently blogged about the branding issues associated with Malaysia Airlines' twin disasters in 2014, I was impressed by an article, Seeing Disaster through Consumers' Eyes, in the Philadelphia Inquirer about how the Pennsylvania disaster planners handled the derailment of... Continue reading
Posted Jun 4, 2015 at Outside Innovation
On May 15th 2015, we wrote about the fact that Malaysia Airlines had just rolled out a new social marketing platform when disaster struck twice: two major airline disasters within four months. Given the arrival of a new "turnaround" CEO... Continue reading
Posted May 25, 2015 at Outside Innovation
Dealing with Unexpected Expenses Over the last two decades, when working with financial services firms and their end-customers, we invariably encounter a common Customer Scenario: "I don't have enough money to pay for an unforeseen expense." Oddly enough, It doesn't... Continue reading
Posted May 25, 2015 at Outside Innovation
Malaysia Airlines and its passengers suffered two mysterious airplane disasters in 2014 which put the struggling airline in the spotlight. On March 8, 2014, Flight 370 disappeared completely, triggering an unprecedented international search effort. Then, on July 17th, Flight 17... Continue reading
Posted May 15, 2015 at Outside Innovation
I have a young friend on the ground in Katmandhu, Alex Ulin. Thanks to social media, her friends and family have been able to stay in touch with her. Max Silverman and Alex Ulin in Maine, just before their trip... Continue reading
Posted Apr 30, 2015 at Outside Innovation
Interacting with customers who use mobile devices as their most common tool, who search to find information dozens of times a day, and who expect immediate answers to questions and swift problem resolution via text messaging as well as phone... Continue reading
Posted Apr 30, 2015 at Outside Innovation
“We’re finding it challenging to adapt to our customers’ behaviors. They tweet, they chat, they text; they don’t want to go online and log a case,” one customer support exec recently complained. “Our best customers are first-time parents,” said a... Continue reading
Posted Apr 23, 2015 at Outside Innovation
I’m psyched about the launch of IBM’s Watson Health Business Unit. Now that I spend about 50% of my time in the healthcare world working on customer co-designed health and wellness initiatives, I’m very interested in technology advances that will... Continue reading
Posted Apr 17, 2015 at Outside Innovation
I received a thoughtful reader response from Jeff Conklin on my recent Zopa case study/update. Jeff wrote: “Your piece about Zopa (which I hadn’t heard of) is fascinating, and reminds me of a quote I saw on LinkedIn yesterday: ‘In... Continue reading
Posted Apr 9, 2015 at Outside Innovation
By Susan Aldrich As customers, we experience digital transformation all the time—perhaps almost every day. In the past decade alone, the ways we consume music, movies, photography, news, retail, and travel have changed utterly. We are on the cusp of... Continue reading
Posted Mar 26, 2015 at Outside Innovation
I’ve been following a fascinating development in the U.K. Budget process this month. It appears that Britain may be on the cusp of legitimizing P2P Lending as an investment vehicle for tax-exempt retirement savings. If this happens, it’s likely that... Continue reading
Posted Mar 20, 2015 at Outside Innovation