This is the beginning of what will probably be my "next normal" -- a cross between a newsletter and an opinion piece -- though not as long as I usually do them.
Why am I changing? Partly, because I just don't want to write 5,000-word posts at the moment, though, knowing me, that will change, and I will be doing that again, knowing how much you must miss reading my interminably long writing. Second, a lot is going on, and I'm going to have to be a bit more topical than normal. So, the idea is to do an ongoing newsletter-like format with one bigger (though not by my normal standards) section and then a few very short observations -- pithy or otherwise. This series will work in conjunction with the "building a home studio for your business[1]" series I'm doing.
I will be writing the longer pieces when my heart is back in it, so gird your loins. (Do you even know what that means?)
In the meantime, let's get on with it.
Short Stuff
- SAP is not leaving the CX business despite some public tweets, articles, and posts to the contrary. While I don't think I would have said, "Wait til CX Live," I understand why they said that. But despite the speculation it is, and despite me getting mad at SAP for not mentioning CX at the Sapphire Reimagined CEO keynote[2], it's still fully in. In addition to rather pervasive evidence to the point, You can trust its VP of CX strategy, former analyst and member of the Four Horsemen of CRM, Esteban Kolsky[3]. He, like his buddy, President of CX Bob Stutz, is brutally honest and ethically so.