CIO Straight Talk - Issue 4 - 57
The Many Lives of
In Scoble's new book, Scoble reports
he was the 107th person to receive a
Google Glass prototype. He put it on
and headed off for two weeks of giving
speeches in Europe. At the end of the
trip, he declared on Google+: "I'm
never going to live another day
without a wearable computer on my
face." To emphasize his point, his wife
photographed him in the shower
wearing the device.
The Ritz is actually known for keeping tabs on and
remembering what customers like and dislike.
When you talk to CIOs, what piques their interest
Once you are a hotel customer - once you actually stay at
the Ritz - they know what you like, but they do not
integrate with the other systems serving all the people
who use their services but don't stay overnight. When
you fly internationally and go to another Ritz somewhere
else, they have even less of a clue. At least the bartender,
locally, knows who I am.
Generally CIOs are interested in learning about what is at
the bleeding edge. At General Motors, when I talked
about 3-D sensors, they told me that they are working on
putting those in their cars so they can understand better
what their customers are doing. There is always an
interesting discussion when you bring the future and
show them the holistic view of patterns that I am seeing.
Very few of them have seen the entire pattern. They
typically see only a piece of it.
That was the original social media, but the bartender
cannot be scaled.
Right. Why is he not putting all of that data into a
database? So when I go to London, they go, "Hey, you're
Robert Scoble. You are already in the system. Thanks for
coming here. Do you want your usual Oban?" which
would make me go, "Oh, this company has a clue."
You are a happy guy about the future, I think.
Yes. Generally, the future is pretty bright. There are a lot
of challenges we are going to hit, but technology is pretty
If I'm a knowledge business - say, a law ﬁrm -
does this apply in any way to my business?
A law firm is still a people business and still needs to
know more about its customers. The more you know
about your customers when they walk in, the better
service you can provide. If you know what this guy has
been writing about on Facebook and you can analyze that
in real time some new way, that will help you figure out,
"Is this a real client I want to deal with?"
61 CIO Straight Talk