Dr. Natalie’s Research Agenda and Published Research

If you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics, Big Data, Customer Experience, Leadership, Organizational Change Management, Storytelling, Collaboration, Digital Transformation, Social Selling, Social Media, the Cloud, Marketing, Sales, SaaS, IaaS, PaaS, DaaS, AI, Machine Learning, Innovation, Social Networks, Social Media Monitoring, Mobile, Customer Service and Customer Success Management….and a few things in-between…

IOT (The Internet of Things), Innovation, AI, Machine Learning, Analytics and the Cloud

• The Algorithm of You: How IoT Transforms and Differentiates Customer Experience: Using the Internet of Things to Boost Revenue and Deliver a Brand’s Personalized Promise

• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives

• The Internet of Things Improves Customer Experience in Retail Supply Chain

• The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming

• Customer Experience IOT in the Automotive Industry-Upcoming


Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics

• ROI Of Customer Service & Customer Experience

• How to Measure Customer Experience: Performance Management Maturity-Upcoming

• Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming

• The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming

• Experience Management: How to Deliver Integrated Customer Experiences

• How Rackspace Creates the Next-Generation Customer Experience

• The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

• Digital Imperatives for Omni-Channel Retail Customer Experiences

• Nine Pillar Of Successful Self-Service for Digital Customer Engagement

• 6 Pillars of e-commerce Customer Engagement

• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence

• 9 C’s of Customer Engagement – People Centric Values: External & Internal Culture, Community, Credibility

• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency

• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences

• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience

• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics

• Beyond Journey Maps, Delivering Mass Personalization at Scale

• The State of Customer Service and Support Evolves 


Social Media, Customer Service, CRM, Analytics, Innovation and the Cloud

• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service

• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection

• Why Top Marketers Create Branded Social Networks for Customer Engagement

• The State of Customer Service and Support Evolves 

• ROI of Social Customer Service- Upcoming

• The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming

• Mobile Customer Service-Upcoming


Digital Marketing, Analytics, Innovation and the Cloud

• Should the Chief Marketing Officer Oversee the Whole Customer Experience?

• Data-Driven Marketing Campaign Optimization

• VentureBeat: Should the CMO Run the Whole Customer Experience?

• Executive Brief: Can Brands Keep Their Promise?

• Oracle Moves Its Focus from the CIO to the CMO

• How to Staff the Team for Effective Content Marketing

• The State of Marketing 

• Marketing Funnels Are Dead, What’s Next?


Digital and Social Sales; Commerce, Innovation, Analytics and the Cloud

• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks

• Five Approaches to Drive Customer Loyalty in a Digital World

• The Modern Sales Experience

• Continuity of Customer Experiences Drives the Future of Commerce


Customer Success Management, Analytics, Innovation and the Cloud

• The State of Customer Success Management

• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy


If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here!

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Innovative, Customer-Facing Applications that Create Great Customer Experiences








I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

I’m judging the 2016 Constellation SuperNova Awards! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016.

About the SuperNova Awards
The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. In its sixth year, the Constellation SuperNova Awards will recognize individuals who demonstrate leadership in nine categories:
•  Internet of Things – A network of smart objects enables smart services. (sensors, smart ‘things’, device to purchase, artificial intelligence)
•  Data to Decisions – Using data to make informed business decisions. (big data, predictive analytics)
•  Digital Marketing Transformation – Personalized, data-driven digital marketing.
•  Future of Work: Social Business – The technologies enabling teams to work together efficiently. (enterprise social networks, collaboration, digital assistants)
•  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset.  (talent management, benefits, HR core)
•  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (digital retail, supply chain, payments, ‘ubiquitous-channel’ retail)
•  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels.  (crm, customer experience)
•  Safety and Privacy – Strategies to secure sensitive data (blockchain, digital identity, authentication)
•  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)
The SuperNova Awards are seeking leaders and teams who have innovatively applied disruptive technolgies to their business models as a means of adapting to the rapidly-changing digital business environment. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016
If you are doing something really interesting, make sure to send in your case study! It’s your time to be recognized for your hard work!
@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Customer Facing Applications that Drive Awesome Customer Experience

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing:

  • IoT
    • IoT and creating awesome Customer Experiences
    • IoT and creating awesome Customer Service (Field Service)
    • IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy
    • Using IoT to deliver smarter Marketing
  • Cloud
    • Using the Marketing Cloud to Increase Conversion, Targeting, Relevancy…
    • Using Customer Service Cloud to Service Customers Reactively, Proactively and Drive Marketing
    • Using the Customer Experience Cloud To Drive Awesome Customer Experiences
    • Using the Sales Cloud to Grow Win Ratios…

We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. We’re searching for leaders and teams who used disruptive technolgies to transform their organizations. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

Are you really on the leading, bleeding edge? Then we are looking for you! If you are not on the edge, you are taking up too much room! We’re searching for the boldest, most transformative technology projects out there. If you or someone you know has what it takes to compete in the SuperNova Awards, fill out the application here

What’s the Timeline look like? I kinda hate to publish this, because everyone looks at it and thinks- Oh August – I have plenty of time! Don’t kid yourself. It takes time to not only do a great project but also document it! So don’t wait to the last minute… If you are up to something special, start jotting down your project info so you won’t be late with application submission!!! And make sure you have data to show your results!

  • February 8, 2016 application process begins.
  • August 8, 2016 last day for submissions.
  • September 7, 2016 finalists announced and invited to Connected Enterprise.
  • September 12, 2016 voting opens to the public
  • September 21, 2016 polls close
  • October 27, 2016 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

Why bother? There’s lots of Rewards! Besides getting to hang out with me :-) and a ton of other really outstanding and amazing leaders, and get to hear what the top companies in the world are doing, you’ll also get…

Wondering Who Are the Judges?

The judges are technology thought leaders, analysts, and journalists selected for their futurist mindset and ability to separate substance from hype. The SuperNova Award Judges carefully evaluate each SuperNova Award application against a rigorous set of criteria. Judges will identify individuals who demonstrate true leadership in the application and adoption of new and emerging technologies.  Want to catch a judge’s eye? Judges look for projects whose elements can be replicated in other enterprises. Want to know more about the awards and judges? You can learn more about the SuperNova Award Judges.

What Types of Projects or Inititatives Can Be Submitted? Here’s a list of the categories:

  •  Internet of Things – A network of smart objects enables smart services. (examples: sensors, smart ‘things’, device to purchase)
  •  Data to Decisions – Using data to make informed business decisions. (examples: big data, predictive analytics) 
  •  Digital Marketing Transformation – Personalized, data-driven digital marketing. 
  •  Future of Work: Social Business – The technologies enabling teams to work together efficiently. (examples: enterprise social networks, collaboration)
  •  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. (examples: talent management)
  •  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (examples: digital retail, supply chain, payments, omni-channel retail)
  •  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (examples: crm, customer experience)
  •  Safety and Privacy – Strategies to secure sensitive data (examples: digital identity, information security, authentication)
  •  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (examples: innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)

Who Won Last Year? I knew you would ask that, so here’s that info below. And they were all outstanding. Let’s see if you can beat what they did last year! We are really looking for the super stars. And you know who you are!

CoIT & The New C-Suite

Martin Brodbeck: CTO, Sterling Backcheck


Data to Decisions

Alda Mizaku: Lead Bus Solutions Analyst, Mercy


Digital Marketing Transformation

Naveen Gunti: Senior Director of e-Commerce Technology and Operations, Tumi Holdings, Inc.


Future of Work – Human Capital Management

Asha Aravindakshan: Operations Director, Global Talent, Ashoka


Future of Work – Social Business

Steve Nava: Senior Director Field Service, Americas, Luminex

*************************************************************Matrix Commerce

Jordan Kivelstadt: CEO, Free Flow Wines


Next Generation Customer Experience

Dan Wallis: Director of KP OnCall, Kaiser Permanente


Technology Optimization & Innovation

Dr. David Bray: Chief Information Officer , Federal Communications Commissions

Erica Stevens: VP of Supply Chain and Information Technology, Dylan’s Candy Bar

So there’s your bar. It’s been set high, but I know you can top it! Go for it! Can’t wait to see you at  SuperNova Awards Gala Dinner at Connected Enterprise!!
@DrNatalie, VP and Principal Analyst, Constellation Research
Covering Customer-facing Applications That Make Amazing Customer Experiences

How Companies are Building the Green Internet: GreenPeace Report

The GreenPeace Report puts technology companies into groups of energy use: Dirty Energy, Middle Of The Road and Green Innovators. As an analyst, we talk a lot about the newest types of software, computers and gadgets of which need energy to run. And there is real resurgence of entrepreneurial spirit, where people are looking to feel satisfaction from the work they do and make the world a better place, rather than just tolerating brain-numbing work for the sake a of paycheck, only to find enjoy somewhere else. With all the enthusiasm also comes a great deal of energy use that we may or may not be aware of.

According to the Kaufman Index of Entrepreneurial Activity (KIEA), the entrepreneurial rate in the U.S. is already well above the dot.com bubble of 15 years ago. From social media to music, streaming video, email and commerce, we are increasingly moving much of our lives online. But which companies are storing all of that data, and how are they getting the energy? Here’s who hosts some of the internet’s most popular sites and services in their data centers – and whether those companies are using dirty or clean energy. Find out how you can participate by following the hashtags #clickclean and download the full report and take action for a green internet.

Three Types of Energy As the expansion of technology is continuously accelerating, we are also creating a world where more and more energy is be required. There’s a term called Dirty Energy, which means the focus is only on efficiency and the company has taken few or no steps to switch to renewables. And the there’s the Middle of the Road, which are the companies that are taking steps toward a greener internet, buy not leading the way. And then Green Internet Innovators are the groups that are committed to 100% renewable energy. Their leadership is helping to make our lives, online and offline, greener.

Clicking Clean How Companies are Building The Green Internet

Clicking Clean How Companies are Building The Green Internet

The Green Internet Innovators Here’s one of the companies that is on the side of the green internet innovators.  Apple’s aggressive pursuit of its commitment to power the iCloud with 100% renewable energy has given the company the inside track among the IT sector’s leaders in building a green Internet. Apple has made good on its pledge by building the largest privately owned solar farms at its North Carolina data center, working with its utility in Nevada to power its upcoming data center there with solar and geothermal energy, and purchasing wind energy for its Oregon and California data centers. Apple’s commitment to renewable energy has helped set a new bar for the industry, illustrating in very concrete terms that a 100% renewable internet is within its reach, and providing several models of intervention for other companies that want to build a sustainable Internet. Download the full report. (Full disclosure: I have a relative that works at Apple.)

 Apple Energy Source 2013

Apple Energy Source 2013


How Facebook Uses Energy    Facebook continues to grow and dominate the global social media landscape with 1.23 billion monthly active users. Facebook has made huge strides forward since 2012 to become one of the clear green internet leaders. Radical improvements in transparency and efforts to deliver significant wind energy investment in Iowa have helped drive Facebook into the top tier of companies creating the green internet. By building on the advocacy it has started with energy utilities to drive more clean energy investment, and continuing to find ways to bring renewable energy to scale to power its data centers in North Carolina and Iowa, Facebook is setting a clear bar for other major social media networks and internet companies to follow.

How Facebook Uses Energy

How Facebook Uses Energy

How Google Uses Energy Google has continued to lead the major internet brands in purchasing renewable energy at scale to power its massive online ecosystem. The company is now reporting electricity consumption of 3,315 GWh, with 34% of its operations powered by clean energy. Google’s use of power purchase agreements to procure clean energy has been adopted by others in the sector, like Microsoft, and it has successfully influenced utilities in Oklahoma and North Carolina to offer new renewable energy options by using its immense business clout. As Google expands its footprint to Latin America and Asia, it will need to maintain its innovative edge to make sure that it continues to source clean energy even in countries that feature dirty electric grids.

Google Energy Sources 2013

Google Energy Sources 2013

Twitter falls between the types of companies that are clearly innovating in their use of energy sources and those that fall into the dirty energy collection. Twitter’s has changed the way people around the world communicate. Twitter does not yet own any data centers of its own, instead renting data center space from others. The microblogging platform has remained silent about the type and amount of electricity that is powering those data centers. Twitter remains at the bottom of the industry for energy transparency, disclosing no information about its energy footprint. Twitter lags behind its competitors in social media, Facebook, which took significant steps to increase transparency and increase its use of clean energy soon after it went public.

Twitter Energy Sources 2013

And on the side of the spectrum are copies that fall into the Stuck in dirty energy past ways of providing and using energy. One example is Digital Realty Trust (DRT)  which is the largest digital landlord in the world, with 131 data centers worldwide, roughly three-fourths of which are located in the US. Digital Realty operates on the wholesale end of the colocation spectrum, providing both entire data center properties to large customers like Equinix and Amazon Web Services, and also renting portions of facilities to meet the needs of large online properties such as Facebook, Rackspace, Salesforce, Google, Microsoft and Yahoo.

Digital Realtiy Energy Use 2013

So the question really is – as we build all this technology, are we really making the world a better place? We need / want technology to scale. But at what cost? CEO’s need to consider not only their new innovations in products and services, but also how they are leaving the environment. Are they leaving it in a better or worse state and at the end of the day, what’s the cost in the long run to these decisions.






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Mark Horvath Interview – NMX – TheSocialNetworkShow.com

I got to interview one of my favorite people in the world, Mark Horvath. In 2008, Mark Horvath, now known to many as @hardlynormal, set out to film the stories of America’s homeless and share them with as many people as possible on InvisiblePeople.tv. Since then, he has become an internationally recognized activist and ambassador for the millions of individuals and families who reside in shelters, motels, tents along the streets and under highway bridges across the country.

Mark is changing the way people look at social media, and I’m thrilled to say that I’m going to have him speak at my UCLA class. In this interview, I got to pick Mark’s brain about social media and the great things it can accomplish.

InvisiblePeople.tv goes beyond the rhetoric, statistics, political debates, and limitations of social services to examine poverty in America via a medium that audiences of all ages can understand, and can’t ignore. The vlog puts into context one of our nation’s most troubling and prevalent issues through personal stories captured by the lens of Mark Horvath – its founder – and brings into focus the pain, hardship and hopelessness that millions face each day. One story at a time, videos posted on InvisiblePeople.tv shatter the stereotypes of America’s homeless, force shifts in perception and deliver a call to action that is being answered by national brands, nonprofit organizations and everyday citizens now committed to opening their eyes and their hearts to those too often forgotten.

In 2010 InvisiblePeople.tv launched We AreVisible. WeAreVisible.com’s mission is to give people dealing with poverty and homelessness the tools they need to get online and have a voice. The site teaches them how to sign up for email, open a Twitter account, join Facebook, create a blog and, in general, take advantage of the benefits of online social media. It also has the potential to become a model for virtual case management as it helps build a community among homeless people and support service providers.

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

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Frequent Flier Miles Given To Charity

This post is about how donating frequent flyer miles to charity keeps on giving back.

I was talking to my friend Molly on Facebook and I learned about something that inspired me and I wanted to share in it in the spirit of the new year and thinking differently. I posted about donating all the soaps I had gotten via my travels this past year to Chrysalis as part of my new year’s resolutions. They help put people back to work. If you are wondering how to give back or searching for New’s Resolutions– perhaps this blog post will inspire you and give you some new ideas….

Molly does amazing work in the world, but that takes money and there’s not always all the money required to do good work. She is the founder of Women With Drive: http://www.womenwithdrive.org/

Molly was able to attend the Business Innovation Factory (BIF7) conference in September, where she was able to connect with Willow Creek Ministries in Chicago. Their congregation of 20K has a cars ministry that helped Women With Drive to streamline their model of processing/intake of vehicles in order to provide not only cars to their applicants, and also revenue to fund the operations. Molly would have NEVER had a chance to meet with Willow Creek –at such high-level without the access to the conference. HERE’S THE POINT: Miles she used to get to the conference were donated by an executive of The HON Company in Muscatine http://www.hon.com/

Molly also attended the NextGen:Charity Conference in New York City. There she was able to facilitate a roundtable with some amazing women, among them Tiffany Dufu, the VP of The White House Project. She was also able to talk with Craig Newmark

English: Photo of Craig Newmark.

Image via Wikipedia

about honing their “elevator pitch” and attracting funders (Craigslist and Craigconnects). Attending this conference she was able to talk to people that she probably would not have had the chance to and make the difference she makes in people’s lives. http://craigconnects.org/

HERE’S THE POINT: the miles for that trip were donated from two sources, Lou Imbriano, author of Winning the Customer and CEO of TrinityOne (@LouImbriano) and a board member of the Community Foundation of Greater Muscatine. The board member is the mother of her first and best childhood friend. (Leah died of a brain aneurysm NOV2010 and her mother donated Leah’s miles gained through her extensive travel for Sylvan Learning Centers). Even in death, her childhood friend helped her reach her goals.

HERE’S THE POINT, both trips would not have been impossible for me without the donation of miles. Their budget simply could not accommodate it.

So business travelers, if you are wondering what to do this New Years… What resolutions or donations you can make, then give this post some thought. And then take some action. Reach out to Molly — You’ll be glad you made a difference!

Molly M. Cantrell-Kraig
Founder, Women With Drive Foundation
129 W. Second Street
Muscatine, IA 52761
follow us on twitter! @WWDr1ve
“Like” us on facebook

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Ending Poverty, Homeless and Skid Row… New Year’s Resolutions

This post is about how to give soaps to a charity can end poverty. Its that time of year to reflect, to make choices and to make decisions! As I look back on the previous year, I want to thank the people who were there for me– who helped me in my journey’s to be smarter, think faster and be a better person — to be all I can be as a person, a colleague and a friend! Part of what I am looking at in 2012 is to help end poverty, homelessness and skid row. How about you?

Short Note to Say THANK U!

Happy New Year to you all! Thanks for being part of my life and this, wonderful journey!

Thanks also for being an inspiration by just being you! Here’s to www.changelives.org and www.invisiblepeople.tv for giving back, for helping America and Los Angeles and everywhere (http://www.denverpost.com/news/ci_18736424) aid in the job search and end the situation with skid row!

How are you giving back this year in 2012? One way I decided to give back- its a small start… is to collect all the soaps I don’t use from the hundreds of miles I traveled speaking and give them to my local Chrysalis Center -www.changelives.org- they put people back to work!

And here’s to a year of making the world a better place!

Here’s where I’ve been:

Oh the Places You Will Go! Dr. Suess Couldn't Have Been More Right! Speaking Badges From Around the World!

Here’s where I am going…  donating time and energy to the Chrysalis Center… It’s a small thing, but as I travel the world, I want to help to change it by being my “best” me, but also by remembering those who are in the process of making their life all it can be and remembering that they need help… and remembering to give back!

Soap, Shampoo, Lotions... Helping to Clean Up America's Jobless Situation!

Thanks to all the hotels I stayed at for their soaps and lotions! They are going to a great cause!

I want to remember and acknowledge the great work that people like Mark Horvath @hardlynormal are doing via www.invisiblepeople.tv He is using social media to make a difference in people’s lives! http://invisiblepeople.tv/

Be all you can be and make a new years resolution that will be remembered and have an impact!
@drnatalie Learn. Share. Grow!


More information at Chrysalis:

Mission: Chrysalis is a nonprofit organization dedicated to creating a pathway to self-sufficiency for homeless and low-income individuals by providing the resources and support needed to find and retain employment.

History: In 1984, at 22 years old, John Dillon arrived in Los Angeles to work on Skid Row, assisting the area’s homeless population. What he saw was an emerging crisis and an urgent need to help the homeless. He founded Chrysalis as a food and clothing distribution center, serving men and women living on the streets of Los Angeles’ Skid Row.

As the agency grew, it became clear that long-term solutions were needed in order to eradicate poverty and homelessness. Chrysalis developed an effective and nationally recognized program to help homeless and low-income individuals become job ready so that they may find and retain employment.

Learn about our first 25 years of fighting poverty & homelessness through our digital timeline. Click here to view the PDF.

Philosophy: Chrysalis’ philosophy is that a steady job is the single most important step in a person’s transition out of poverty and onto a pathway to long-term self-sufficiency. Offering a hand up, rather than a hand out, Chrysalis empowers its clients to complete a self-directed job search.

Transitional Jobs Program: Since 1991, Chrysalis Enterprises has provided transitional jobs for our clients with the greatest barriers to employment. By providing valuable work experience, Chrysalis Enterprises helps clients gain the necessary skills needed to re-enter the job market. In 2010 alone, Chrysalis Enterprises created over 218,000 hours of employment and generated $2.5 million in wages.

Centers: Chrysalis operates three centers that are located where homelessness and poverty are most pervasive: on Skid Row in Downtown Los Angeles, Santa Monica, and in the Pacoima area of the San Fernando Valley.


More Information About Invisible People http://invisiblepeople.tv/blog/about/

Mark Horvath Interviewing a Homeless Person In Chicago at Sobcon Conference 2011

A Story from Mark:

I once heard a story about a homeless man on Hollywood Blvd who really thought he was invisible. But one day a kid handed the man a Christian pamphlet. The homeless guy was shocked and amazed, “what! You can see me? How can you see me? I’m invisible!”

It isn’t hard to comprehend this man’s slow spiral into invisibility. Once on the street, people started to walk past him, ignoring him as if he didn’t exist… much like they do a piece of trash on the sidewalk. It’s not that people are bad, but if we make eye contact, or engage in conversation, then we have to admit they exist and that we might have a basic human need to care. But it’s so much easier to simply close our eyes and shield our hearts to their existence.

I not only feel their pain, I truly know their pain. I lived their pain. You’d never know it now but I was a homeless person. Fourteen years ago, I lived on Hollywood Blvd. But today, I find myself looking away, ignoring the faces, avoiding their eyes — and I’m ashamed when I realize I’m doing it. But I really can feel their pain, and it is almost unbearable, but it’s just under the surface of my professional exterior.

For years I’ve used the lens of a television camera to tell the stories of homelessness and the organizations trying to help. That was part of my job. The reports were produced well and told a story, but the stories you see on this site are much different. These are the real people, telling their own, very real stories… unedited, uncensored and raw.

The purpose of this vlog is to make the invisible visible. I hope these people and their stories connect with you and don’t let go. I hope their conversations with me will start a conversation in your circle of friends.

After you get to know someone by watching their story, please pause for a few moments and write your thoughts in the comments section, or maybe email them to a friend and link back to this vlog. By keeping this dialog open we can help a forgotten people.

The invisible guy didn’t intend to become homeless. I didn’t plan on living on the street. Everyone on the streets has their own story, some made bad decisions, others were victims, but none of them deserve what they have been left with, and it is a reflection of our own society that we just leave them there. Please always remember, the homeless people.”

Here’s to GMC for donating a Truck To Mark’s cause as part of Sobcon 2011- Via Liz Strauss’s amazing leadership for her small business conference, Sobcon!! And to Murphy Gas for donating gas to power the Truck! Yeah to Liz, Marla Schulman, Connie at GMC and all the people at GMC and Sobcon who made this possible!

Liz Strauss Paying tribute to InvisiblePeople.tv and Mark Horvath's Work to End Homelessness

Mark Horvath and the Dontation from GMC for his Mission to Help The Homeless at Sobcon 2011

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We First- Change Happens- When You Align Yourself With the Right Things

What’s the definition of insanity? Some say…. doing the same thing and expecting different results!

What I love about Simon Mainwaring’s new book, “We First” is that he is suggests that we not only think different, but act and therefore will feel different. In the model of behavior change, that would mean we need to “be” — “do” and then “have.”

Simon’s book is the perfect book to set the groundwork and mindset for the “be” — and also for the other parts of “be, do, have,” but in particular for creating a new conscious awareness of behaviors and treatment of people and customers and business.

The book is about how brands and consumers can use social media to build a better world. The We First community is made up of the individual people who want to make a better world by using social technologies. To quote Simon, “Social media is easily mistaken as an end in itself rather than THE tool to connect emotionally around shared values through powerful storytelling.” What we have learned from Joseph Campbell and Carl Jung is that storytelling is a very powerful tool for learning, growth and transformation. And social media is a way to do that with millions online!

If you want to learn more about the We First movement… you can check out the video…

Here’s the details on what the “We First” stands for…
We First Manifesto
“We First” is a way of looking at the world. It asserts that we now live in an intimately connected, mutually dependent, global community. It recognizes that selfish Me First thinking hurts business, people we care about, millions of strangers and the planet. It embraces the seismic impact of digital and social technology that is transforming our professional and personal lives. It accepts the challenge of millions of consumers who want brands to be a force for change in return for their loyalty, goodwill and purchases.

It believes that this unprecedented collision of global needs and personal wants, of human emotion and social technology, of powerful brands and newly empowered consumers has the potential to transform our world.

That brands that recognize that their best interests are served by helping others. The We First Community provides them with the most effective strategies, creativity and technology to build their brand communities, profits and positive impact. By working at the intersection of social technology and social change we can all achieve our highest business goals and build a better world.

Ten Core Beliefs of We First

* An inter-dependent, global community requires an expanded definition of self-interest.
* The future of profit is purpose.
* Technology is teaching us to be human again.
* Consumers want a better world, not just better widgets.
* Brands must become architects of community.
* Brands must become day traders in social emotion.
* The evolution of revolution is contribution.
* We cannot separate living and giving if we hope to build a better world.
* Life’s necessities must generate the necessities for life.
* Prosperity is not the wealth of a few but the well-being of many.

This is amazing and I’m thrilled to be able to call Simon my friend. He is a TRUE thought leader!

@drnatalie Learn. Share. Grow.


The Art of Transmedia Storytelling at SXSW: Summit by the Summit and Clean Drinking Water

On the Next Stage at SXSW I went to see The Art of Trans-media Storytelling with the Grammy-nominated recording artist Kenna, (Twitter handle @okKenna) with where Justin Wilkes, @radical.media’s Executive Vice President of Media and Entertainment, whose credits include Nike BattleGrounds and Jay-Z: Fade to Black. They took us through the process, challenges, and opportunities of trans-media storytelling through the lense of Kenna and crew’s climb of Kilimanjaro.

How does one bring awareness to something so important and simple as clean drinking water? Do something as striking as climb Kilimanjaro and use a trans-media approach to provide a play-by-play approach to tell the story.

The lack of clean drinking water is amazing. Over 1 billion people do not have access to clean, safe drinking water. When you donate, 1 penny equals 1 liter of clean, safe drinking water. You can donate and get involved in lot’s of ways! Here’s a screen grab from their website.

Crew that Climbed Kilimanjaro to Bring Awareness About the Lack of Clean Drinking Water

Here’s the video of part of the session at SXSW on the Art of Transmedia StoryTelling:

For more information on the climb check out the site.

Learn. Share. Grow.



The Reason for Direct, Authentic and Genuine Communication in Social Networks: The Rogue Beer Tweet Ends in Donations

First I want to thank everyone who has been nudging me to write. Second, I want to thank Charlene Li, for writing Open Leadership. If you haven’t read it yet, here’s the link.

Open Leadership By Charlene Li

In Charlene’s Introduction she talks about the hiring of Wendy Harman in 2006 at the Red Cross as the organization’s first social media manager. She was hired because people were saying not so nice things about the Red Cross‘s response to Katrina and she was supposed to “make it stop.”

A manager might have done that. Managers manage tasks. They are given a job and they figure out how to get “that” task done. Leaders on the other hand, do something different. Leaders create followership. They create energy. They create opportunity where there wasn’t one before. In Charlene’s book, she quotes Wendy who said to her boss, “We have a huge opportunity here. There are people who want to help the Red Cross and who are online every day.”

Instead of just making the bad chatter stop, Wendy saw a huge opportunity to engage the large number of people who were saying very positive things about the Red Cross and who wanted to be involved and provide help with disaster relief. As a leader, Wendy knew that the best way to make her point was to show vs tell, and she created a 4″ binder full of examples of the benefits of social media that she circulated around the organization. And Wendy gathered the most relevant mentions from an average 400 comments everyday and sent them via email to the top leadership. And she went on to accomplish many outstanding things at the American Red Cross. The point is that Wendy is quite a leader.

Wendy Harman: Social Media Manager at The American Red Cross

We knew that then and we knew that most recently with the “beer” tweet. A Red Cross employee accidentally sent a tweet out about beer from the Red Cross Twitter account, rather than from her personal account. Something like… “Ryan found two more 4 bottle packs of Dogfish Head‘s Midas Touch beer…. when we drink we do it right #gettngslizzerd.”

What Would You Have Done? If you are a CEO or a CIO or a CTO  or a CMO and you are reading this… What action would you have taken? Here’s where the true test of leadership shows  whether you have a real understanding of social media or not. Wendy Harman responded in the most direct, authentic, genuine and human way a person could. She responded with humor. Wendy said, We’ve deleted the rogue tweet but rest assured the Red Cross is sober and we’ve confiscated the keys.

And guess what the reaction was? If you have been following the story you already know the answer.  Because of Wendy’s ability to handle this situation, the incident has inspired a slew of Web donations. Not only that, but both the brewer (@dogfish) and the social media tool (@Hootsuite) the Red Cross employee was using when she sent the rogue tweet –both also jumped in to drive donors to the charity.

The Red Cross blog read, While we’re a 130-year-old humanitarian organization, we’re also made of up human beings. Thanks for not only “getting” that but for turning our faux pas into something good.

What’s the message for leaders? Wendy could have pretended there was a machine malfunction. No one would have believed it. But she could have. She could have laid blame on her employee and admonished her. Made her wrong. She could have fired her. But she didn’t. She could have sent out a press release, all scrubbed and polished, with a lot of words, but not saying much, but she didn’t.

Instead Wendy was direct, authentic and genuine. She just tweeted the truth. That we are real people. That real people do real things. And we work long hours and we deal with a lot here and please forgive us when we sometimes do those real human things in public.  How can you not forgive that? We’ve all done that, been there — been human.

My point of view? There’s something different happening in business and government today. It’s not the same old, same old. It requires something different of each and every one of us. Some of us may not be ready for this. Some may not think its really happening. Some may rejoice that it’s finally here.

A Must Read: Cluetrain Manifesto

What is happening is that the voice, the voice of real, live human beings is finally being heard. In the words of the Cluetrain Manifesto, “Most corporations or governments only know how to talk in the soothing, humorless monotone of the mission statement, marketing brochure, and your-call-is-important-to-us busy signal. Same old tone, same old lies… Learning to speak in a human voice is not some trick, nor will corporations or institutions convince us they are human — with lip service about “listening to customers or citizens.” They will only sound human when they empower real human beings to speak on their behalf.”

Want to learn first hand how the American Red Cross does it? You can do that on Tuesday, Feb 22, 2011 at UCLA GravitySummit.com  That’s a conference co-created and lead by @BeverlyMacy.

And you’ll also find more details on the Red Cross and the Haiti mobile donations in Beverly Macy’s book, The Power of Real-Time Social Media Marketing… over $35M dollars were donated!!

Power of Real-Time Social Media Marketing by @BeverlyMacy

Here’s the link to the conference. Come on down.

What are you waiting for? A rogue tweet? www.gravitysummit2011.eventbrite.com


Here’s a shout out to Beverly, Wendy and Charlene who, as leaders, have given us shining examples of direct, authentic and genuine communication at its best. Thank you ladies! YOU ROCK!

Learn. Share. Grow. @drnatalie

And thanks to the coverage and insights on other sites: