CIL 2015: Technology & the Customer Experience SMRLA Libr@ry Tech-Know 2015

Steve Denning

Author of The Secret

Language of Leadership

Then: Now: TaxisVideostoresClothing Stores HotelsSchoolsBookstores

UberNetflixFast ClothingAirbnbLifelong LearningAmazon

What can we do so our customers say

“Wow!”?

John PalfreyAuthor of

BiblioTech: Why we need libraries more

than ever in the Age of Google

Inform, Engage,

& Delight!

Osmo• iPad ad-on • Interactive • Ages 6 & up

Mathieu Plourde {(Mathplourde on Flickr) - http://www.flickr.com/photos/mathplourde/8620174342/sizes/l/in/photostream/

http://www.engadget.com/2015/01/20/fda-wearables-guidance-note/