Artificial intelligence has moved into customer service departments. Whether it’s Alexa, Watson, or Hal, you can’t visit a website without a super-friendly little bot popping up on the right side of your screen. We are accustomed to the convenience of getting questions answered immediately. Associations haven’t been so quick to
Greg Larkin, our keynote speaker at .orgCommunity’s July 14 Innovation Summit, was quick to admit that he was feeling a little rusty being in front of an audience for the first time in over a year. “I’m freaking out,” was what he actually said. Personally, I counted down the days until my reentry
These comments from McDonald’s CEO, Chris Kempczinski to New York Times journalist David Gelles describing how the pandemic would change the company’s business resonated with me on a couple of levels. “We had to pivot to basically being an entirely drive-through, delivery, and curbside pickup business, and I think that’s going
When do you stop having a choice? In May 2019, when the panel discussion below was first published in the .orgSource newsletter, digital transformation probably wasn’t top of mind for most association leaders. Since 2020 taught us that only the digital survive, new strategies and approaches for IT are on
What should we call it—the New Normal, the Next Normal, Another Normal? Please let go of normal. When the DJ stopped playing oldies, Normal left the party. Since well before the pandemic, I’ve been urging my colleagues and clients to consider that stability in the digital marketplace is a dangerous
Moving your in-person conferences and courses to an online platform was like putting on a new pair of prescription glasses. What was once blurry in the background suddenly came into focus. When replicated online, your conference sessions and courses resembled the average webinar—a passive learning experience that prompted attendees to
Remember the good old days? Once every three years, you gathered the board and staff in a conference room with baked goods, a lot of caffeine, and a facilitator. They produced what was euphemistically called a strategic plan. Often this document had more in common with a laundry list than
