SOCAP International

National Conferences Articles

Michael Tchong Leads the CCS Executive Summit in an Exploration of Ubertrends and Innovation

by Jeyin Lee | 06/13/2019

Author and futurist Michael Tchong will lead the 2019 Executive Summit held in conjunction with SOCAP International’s Customer Care Summit 2019 in Columbus Ohio, April 14-17. Tchong has launched four start-up companies in the fields of desktop publishing, customer relationship management, internet analytics and digital marketing.

Along the way Tchong leveraged his experience, research, and insight to become one of the most sought-after speakers on the business circuit. He has also authored seven books that culminate in what amounts to a grand theory of innovation, Ubertrends—How Trends And Innovation Are Transforming Our Future. One of Tchong’s first speaking engagements following the Spring 2019 publication of Ubertrends.

Tchong will lead the select group of brand executives through a high-level tour of the eight trends he has documented to include Casual Living, the evaporation of decorum; Digital Lifestyle, the marriage of man and machine; Time Compression, the acceleration of life; and Unwired, untethered and unfettered.

“Ubertrends are a massive wave,” says Tchong. “Think Tsunami, that cascades through society and leaves many sub-trends in its wake. They are disruptive—changing society. As consumer lifestyles adapt to these waves we can discern the difference between an Ubertrend and normal trends because they create fundamental changes in human values.”

“Trends don’t change values, they skim the social surface,” says Tchong. “In fact, most trends discussed these days are financial trends or fashion trends—these are just blips. They are fads that make temporary changes and don’t substantively contribute in a lasting way.”

Tchong will document his observations with case studies from diverse industries, noting the organizations that rise with these tsunamis of innovation, those who struggle to stay afloat, and those that founder. “We can observe IBM as a company that was ideally situated to leverage the emerging personal computer revolution of the 1970s, having invented the computer in 1924. But they were late to the party, not introducing their first personal computer until 1981. It was ground they never recovered.”

Like the personal computer, which is a contributing factor in several Ubertrends, the distinction becomes clear as Tchong lays out the case for how societal values, user habits, and industries are profoundly changed around us. “The iPod changes the entire music industry,” cites Tchong. “Innovation here changes lifestyles and with them the financial foundation of the music industry.” At the same time, the iPod lays the groundwork for the iPhone. “In 1997 Apple was on the verge of bankruptcy,” Tchong says. “Today it has become one of the most valuable corporations on earth—banking a trillion dollars last year.”

“Tesla in November passed Mercedes Benz in luxury car sales,” Tchong says. “Tesla shipped their first car in 2007 while Mercedes Benz has been around for one hundred years and developed an enormous dealer network.”

Artificial Intelligence

Artificial intelligence is one trend that is integral to the larger Ubertrends of Time Compression, Digital Lifestyle, and Unwired.  “The brain of mankind is being mimicked by computer,” Tchong says. “We’re on a convergence path. At some point in time the rise of the machines—forecast by the science fiction writers—will lead to value changes.” Once these changes emerge, they are often impossible to resist. “Who makes an effective argument against greater convenience, against instant gratification?”

“There is broad consensus that we will self-driving cars will be mature technology within the decade. That means anyone who would make a living from driving is going to be out of work within 20. That’s happening,” says Tchong. “There’s no doubt in my mind.”

A careful reading of Ubertrends does not always mean a company should be adopting the latest technologies. As entertainment screens improved car dealers put video screens in the roofs of most high-end minivans and airlines installed screens in seatbacks. “What the wireless Ubertrend was suggesting—even as these companies adapted their manufacturing lines—was that travelers and even young children would soon be equipped with their own screens in laptops, tablets, and phones and would have little use for the shared screens. “That was a lost bet for most of the companies in those industries,” Tchong judges.

Customer Experience

At the same time the complementary Ubertrend that began with Gen X and has only grown more prevalent is the importance of the experience,” says Tchong.  What the customers want—and expect—are better experiences. “They are spoiled by the competitors that are rolling out the red carpet for them,” says Tchong. “They are spoiled by the organizations that are winning in your market—maybe eating your lunch.”

“This risk is higher for companies that have already invested a great deal in their products, services, and culture because the risk of operating at this level of excellence is that when that quality experience falls short of expectations that is serious for the brand reputation,” observes Tchong. “These reputations take a lot of time and effort to build, but they can be threatened very quickly by very acute problems—very predictable human problems among them.”

“Customer experience is going to be the number one determinant of competitive advantage,” Tchong wagers having taken all Ubertrends into account. Many technologies are essentially “flattening the market, putting the same tools in every competitors’ hands without the traditional capital investment burden.” When everyone has the same competitive advantages how you service your customer is going to set you apart.

At the same time, rudeness is increasing—"its creeping into the relationship between customer and brand with all caps” Tchong quips. “Just ten years ago people wouldn’t speak the way they often do to agents today. The need to handle customers who have no sense of decorum becomes a significant part of your recruitment, training, and retention practices.”

“You can see it in our society today, but we can anticipate that it is going to become worse. Social media is breeding this kind of behavior—people see others behaving this way and it gives them permission to do the same.”


In the Executive Summit in April,” Tchong promises, “we will deal with understanding these trends and Ubertrends in what will be a very fast-paced morning.” Each attendee will receive a copy of Ubertrends for getting more in depth. “But that is all really prelude to the afternoon where we focus on innovation.” “Innovation is in many ways the 9th Ubertrend that is roiling our future,” says Tchong.  “In 2010 we had 700 Chief Innovation Officers—today there are more than 5,000. It is relentless innovation that drives success and it must be relentless. The massive wave of venture capital combined the flattening of the competitive market and rapid emergence of new technology means highly successful brands are not falling to companies they have competed against for decades, but to companies that didn’t exist just a few years ago,” says Tchong. “The bulwarks of infrastructure that used to protect mature businesses have been torn down.”

Tchong will lead the group in a pain point analysis. “In this part of the program, we will focus on the immovable objects, usually top management, that say they want innovation but in reality, resist implementing it.”

The day will culminate with a focus on building a culture of innovation in attendees’ unique environments. “This last part of the day is fluid,” says Tchong, “entailing both group collaboration and independent work.” There will be project management tools that anyone can sign up for at no cost and just a few toys to keep the learning fun and experiential.


Leave a comment
  1. king of kings | Apr 02, 2020
    You have done a great job. I will definitely dig it and personally recommend to my friends. I am confident they will be benefited from this site supplier face mask singapore
  2. Desihomemade | Apr 02, 2020
    Interesting topic for a blog. I have been searching the Internet for fun and came upon your website. Fabulous post. Thanks a ton for sharing your knowledge! It is great to see that some people still put in an effort into managing their websites. I'll be sure to check back again real soon. Gur Chikki | Sesame Recipe
  3. king of kings | Apr 02, 2020
    Interesting post. I Have Been wondering about this issue. so thanks for posting. Pretty cool post.It 's really very nice and Useful post.Thanks Anesu Mutara
  4. osama shk | Apr 01, 2020
    Thank you for another great article. Where else could anyone get that kind of information in such a perfect way of writing? I have a presentation next week, and I am on the look for such information. lichnostno razvitie
  5. abdul wahab | Apr 01, 2020
    With a population of more than a billion, India is definitely a promising sector for the FinTech. Before we move ahead, let us first explain what FinTech is. In simple terms, What is a good heart rate for my age
  6. SEO Marketing | Apr 01, 2020
    It ought to be seen that while requesting papers available to be procured at paper making association, you can get unkind viewpoint. On the off chance that you feel that the pro is endeavoring to cheat you, don't purchase ask about assignment from it.  코인카지노
  7. as | Apr 01, 2020
    This is a smart blog. I mean it. You have so much knowledge about this issue, and so much passion. You also know how to make people rally behind it, obviously from the responses.joker123
  8. dvds | Apr 01, 2020
    Excellent article. Very interesting to read. I really love to read such a nice article. Thanks! keep rocking dvds
  9. survey sites | Apr 01, 2020
    Wonderful blog! Do you have any tips and hints for aspiring writers? Because I’m going to start my website soon, but I’m a little lost on everything. Many thanks! survey sites
  10. Desihomemade | Apr 01, 2020
    For many people this is important, so check out my profile: #desihomemade mutton fried charga
  11. nicholasknight12 | Mar 31, 2020
    As a business owner, you've been considering the different payment solutions that make sense for your business and your customers. It becomes a difficult choice as you focus on customer demands in the marketplace as well as your business' innovation, efficiency and cost needs. To help you decide, learn about the 5 features your payment services provider should offer you. Banks must embrace openness to survive
  12. M. Shahid | Mar 31, 2020
    Awesome article, it was exceptionally helpful! I simply began in this and I'm becoming more acquainted with it better! Cheers, keep doing awesome! Heavy Rain
  13. Ayoub | Mar 31, 2020
    The website is looking bit flashy and it catches the traffic eyes. layout is beautiful clean and a enjoyable adherent without problems reached interface.  Music for Dogs
  14. abdul wahab | Mar 31, 2020
    That's in addition a great publish which i really valued learning. It's not every day that people maintain the opportunity to discover something. My Teen Latina Cam Girls
  15. desihomemade | Mar 31, 2020
    Interesting topic for a blog. I have been searching the Internet for fun and came upon your website. Fabulous post. Thanks a ton for sharing your knowledge! It is great to see that some people still put in an effort into managing their websites. I'll be sure to check back again real soon. mutton fried charga-
  16. king of kings | Mar 31, 2020
    I felt exceptionally glad while perusing this site. This was truly exceptionally enlightening site for me. I truly preferred it. This was truly a sincere post. Much obliged!.  go stream
  17. Jav Hot | Mar 30, 2020
    WOW!! Can’t believe this, is this true? LOL. Is there any one have news about this topic? I would love to have some Jav Hot
  18. av ex af | Mar 30, 2020
    JavAnother great topic to notice, loved it, thank for created such a great topic Jav
  19. Av Japanese | Mar 30, 2020
    Though i have learned about it but after read your articles, i just realized the amount of knowledge that i missed. Thank for your shared Av Japanese
  20. king of kings | Mar 30, 2020
    I have to thank you for ones time for this especially fabulous read!! I unquestionably truly loved all aspects of it and I additionally have you spared to fav to take a gander at new data in your site. comprare cialis
  21. Escort Service | Mar 30, 2020

    I am continually amazed by the amount of information available on this subject. What you presented was well researched and well worded in order to get your stand on this across to all your readers.corporate Girls available in Lahore

    Escorts in Lahore 

    Lahore Escorts

  22. merckseo | Mar 30, 2020
    I just got to this bewildering site in the moderately later past. I was truly gotten with the bit of advantages you have here. Tremendous thumbs up for making such splendid blog page!  먹튀검증사이트
  23. best online flight booking site | Mar 30, 2020
    This blog is so nice to me. I will keep on coming here again and again. Visit my link as well.. best online flight booking site
  24. ibogaine treatment mexico | Mar 30, 2020
    Awesome and interesting article. Great things you've always shared with us. Thanks. Just continue composing this kind of post. ibogaine treatment mexico
  25. ibogaine treatment mexico | Mar 30, 2020
    Wow, cool post. I'd like to write like this too - taking time and real hard work to make a great article... but I put things off too much and never seem to get started. Thanks though. ibogaine treatment mexico
  26. king of kings | Mar 29, 2020
    Simply respecting your work and thinking about how you dealt with this blog so well. It's exceptional to the point that I can't bear to not experience this important data at whatever point I surf the web! come aumentare i like instagram
  27. AS | Mar 29, 2020
    This is very educational content and written well for a change. It's nice to see that some people still understand how to write a quality post!
  28. RankXone | Mar 29, 2020
    We are tied directly into the sate’s renewal database which allows us to process your request almost instantly. security guard company
  29. seytlinx | Mar 29, 2020

    לגמרי פוסט שדורש שיתוף תודה.

    שיווק דיגיטלי לעסקים

  30. motorcycles for sale | Mar 29, 2020
    We have sell some products of different custom is very useful and very low price please visits this site thanks and please share this post with your friends. motorcycles for sale
  31. RankXone | Mar 29, 2020
    In reality I read it yesterday however I had a few contemplations about it and today I needed to peruse it again in light of the fact that it is extremely elegantly composed.  검증사이트
  32. king of kings | Mar 28, 2020
    Our services are available in all cities of Minneapolis and its surroundings. We are having years of experience which enabled our customers and clients to trust our services. dewapoker
  33. jojolei | Mar 28, 2020
    How can you make a good choice among them? Service and convenience are a major part, but it truly all comes down to the quality and experience of the teachers who work there. english language school rowland heights
  34. amna seo | Mar 28, 2020
    There are many other alternatives to hotels that equally provide the same comfort, and service, Sites like CartoonCrazy
  35. sam | Mar 27, 2020
    This is a truly good site post. Not too many people would actually. the way you just did. I am really impressed that there is so much information about this subject that have been uncovered and you’ve done your best. with so much class. If wanted to know more about green smoke reviews. than by all means come in and check our stuff. idn poker
  36. king of kings | Mar 27, 2020
    Actually your exploratory writing capacities has enlivened me to begin my very own Blog Engine blog now. Extremely the blogging is spreading its wings quickly. Your review is a fine case of it Permainan IDN Live
  37. foxkye | Mar 27, 2020
    Hi, thank you for writing this excellent piece of content. I am really flabbergasted! Your article helped me clear my head around this topic. Also, anyone who is looking for some additional assignment help online can visit my company’s site. They are providing low cost high quality Assignment Help to students. I know writing assignments can be a real pain. So it is better that you take someone’s help. Why should you not contact them instead of wasting or dreading for failing the grade? Don’t do that. You can get better grades with some academic help.
  38. sam | Mar 26, 2020
    Idiotic and additionally trusting people at the same time can be an obstacle, on aged and also fully grown folk assembled also will follow a complication. Age and also embryonic concern together. dewapoker
  39. sam | Mar 26, 2020
    Idiotic and additionally trusting people at the same time can be an obstacle, on aged and also fully grown folk assembled also will follow a complication. Age and also embryonic concern together. Kính áp tròng cận
  40. olivia crew | Mar 26, 2020

    Excellent information Providing by your Article, thank you for taking the time to share with us such a nice article. Amazing insight you have on this, it's nice to find a website that details so much information about different artists. You engaged me all through the reading and guess what? I want to read more about it. That’s what is called a post that engages. Kindly visit the LiveWebTutors website, we providing the best online assignment help services in Australia. 

    For More Info: CDR Report Writers

  41. loteka hoy | Mar 26, 2020
    Le agradezco su ayuda y espero que continúe trabajando en nuestra cuenta. Realmente aprecio el tipo de temas que publicas aquí. Gracias por el post. loteka hoy
  42. home pressure washing | Mar 25, 2020
    Hey There. I found your blog using msn. This is a very well written article. I’ll be sure to bookmark it and come back to read more of your useful info. Thanks for the post. I’ll definitely return. home pressure washing
  43. full grain leather jacket mens | Mar 25, 2020
    i never know the use of adobe shadow until i saw this post. thank you for this! this is very helpful full grain leather jacket mens
  44. king of kings | Mar 24, 2020
    Mind boggling posting this is from you. I am truly and genuinely excited to peruse this wonderful post. You've truly intrigued me today. I trust you'll keep on doing as such! commercial cleaning services
  45. ae domain registration | Mar 24, 2020
    It is perfect time to make some plans for the future and it is time to be happy. I’ve read this post and if I could I desire to suggest you few interesting things or tips. Perhaps you could write next articles referring to this article. I want to read more things about it! ae domain registration
  46. RankXone | Mar 24, 2020
    Really solid article. It seems like you've put a lot of thought into this and come with a viabel idea. The funny thing was that I was thinking about this right before stumbling on to your website. english tuition centre singapore
  47. 우리카지노총판 | Mar 24, 2020
    If more people that write articles really concerned themselves with writing great content like you, more readers would be interested in their writings. Thank you for caring about your content.우리카지노총판
  48. RankXone | Mar 24, 2020
    We are tied straightforwardly into the satisfy's recharging database which enables us to process your demand in a split second.  landed property renovation singapore
  49. king of kings | Mar 24, 2020
    I'm dazzled, I should state. In all respects infrequently do I run over a blog that is both useful and engaging, and let me let you know, you ve hit the nail on the head. Your blog is significant.. Kính áp tròng cận
  50. niko | Mar 23, 2020
    basketball legends this is very good, thank you

    Leave a comment