The Near and Distant Future of IBM Connect 2016

Opportunity from OGS
Over the past few weeks I’ve been reflecting on my experience from IBM Connect 2016, working to synthesize what I saw, what I think about what IBM presented and how I believe it impacts our future. The conference on the whole was well done, with some changes from years past, a new venue, a new format for some of the sessions and of course some new themes for this new era. While the origins of Connect were based in the ideology of Social Business and attached to the annual Lotusphere conference (i.e. collaboration centric), this theme today is part of a broader one around digital transformation, with more of an emphasis on how technology is enabling businesses to do things differently. In some ways new and in some ways more efficiently and in some ways just better.

My original definition of Social Business was bringing a holistic approach to unifying our thinking about internal and external operations, thinking about the interplay between collaboration and marketing. To this extent there was an emphasis on creating and enabling ‘moments’ – something we have been working on for a while in the Customer Experience Design world and which my friend Brian Solis wrote about deeply in his exceptional new book, X. While I saw these sessions listed in the program, I unfortunately did not make it to any of them so I can’t comment much on that here.  For a bit of fun I did go to a session offered by the IBM Design team which was a workshop on design thinking. Even that session was focused on employees rather than customers. They also had a great design and innovation lab setup where I got to speak directly to the product managers and designers behind the new products being showcased this year and yet to be announces products that may come in the future.

For those of you who know me and my work, you may recall my post on Social Business is Dead, or perhaps the one from my last Connect conference two years ago, Social Business isn’t Dead, It’s just _______ (hint, it’s largely Marketing though the concept is much deeper and more meaningful for those in the know). Regardless of the label or the meme you place on this era, the bottom line is that the pace of change in the market and the world is not only fast, it’s accelerating. As Darwin long ago said, it’s not just survival of the fittest, but about who is the quickest to adapt to a changing environment. This is the truth facing our world, our market and your company’s competitive position in it. Unfortunately, most larger organizations are not endowed with the sort of agility they need to thrive or perhaps even survive under these market conditions. But all hope is not lost here, in fact, it is in my view an even greater opportunity today then at the birth of the internet era for forward thinking organizations with courageous leadership to become market leaders.

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This tone was set early in the opening general session with Jason Silva touting the wonders of science and the potential we have to solve some of the most perplexing problems the world faces today. It was rounded out perfectly in the closing session with Erik Wahl igniting the crowd’s sense of possibility and the inherent power they each have to create, to be beautiful, to be courageous and to make a difference. I’m not using this hyerpbole lightly here. It was truly a great kickoff and close to wrap up a very solid conference. One I hope that IBM continues to host separately from its other conferences and expands upon in new ways.

While some may feel righteous in criticizing the conference for not showing enough of a vision of the future, it is important to remember that this is first and foremost a sales and educational conference, not a peek into a far flung future where every organization is self managing, relying heavily on independent contractors and surrounded with augmented reality. The main focus of IBM Connect this year was backing up Ginny Rometty’s push forward into Cognitive Computing and demonstrating what that concept means in more tangible terms. In this regards, as someone who helped lead strategy on the global deployment of a large Enterprise Social Network, I was very encouraged by what I saw from their Project Toscana.

IBMConnect-Toscana

I wouldn’t quite call Project Toscana a dashboard view of your work, but that is the closest metaphor we have today. In my view it is more of a smart command center that integrates all forms of communications, updates and insights into a more efficiently actionable context. While we were only shown early demos and I didn’t see actual product, I’ve been told by my close friends at IBM that they are indeed using early alpha versions of these products and even have mobile versions in their hands. From what I understand about software development from my own entrepreneurial life, nothing in what they have provided is beyond the realm of possibility so I trust this will be more widely deployed and available in the not too distant future.

What is exponentially more valuable about their approach to collaboration is the deep empathy of the design thinking that is at the core of the new offering. What do I mean by this? Well, not only is the information displayed in contextual clusters of relevant information and urgency of actions required, but Watson is parsing through the information deluge to simplify what I think of as administrative/computing minutiae in dozens of ways which cumulatively add up multiple work weeks of regained productivity for every employee. This is in many ways closely associated with some of the things I have been working on with my Alynd software, though I didn’t quite see what I have been trying to build yet, so I am still optimistic about my chances, though they are getting closer.

How does it enable people to regain so much ‘wasted’ time? How often do you receive a request for the latest version of some document and not quite recall where it is stored? Not only does the software recognize it as a document request, now, using Watson, Project Toscana auto suggests several documents you may wish to include in your reply. This alone would save me, as someone who is not the most organized with my numerous digital files across multiple projects, at least a couple hours per week. Another example is auto suggest replies and auto suggest actions, like approving a request for time off, or for a budget increase.  IBM calls this cognitive collaboration where my friend and colleague Alan Lepofsky refers to this as assisted collaboration (read his excellent recap post on Connect here). Whatever you call it, it is IMHO, finally delivering on the original promises of IT to deliver exponential productivity gains. More importantly, it enables your smartest employees to focus on contributing their real value to the company and not spending their time searching around their computers or reading through poorly worded overly long emails.

Perhaps even one day it will take a long post like this one I just wrote and boil it down to a more concise version enabling you to get a personalized version that emphasize the things you are most interested in learning instead of having to read it all the way through!

While IBM Connect did a great job of demonstrating the art of the possible over the next year, I would love it if IBM would invest in painting a picture of a more mid term future, of what collaboration and marketing will look like in 5-10 years with new organizational structures and the extensions of current trends. If you could see what I’ve been shown, you would be seriously impressed with the great work going on in their research labs being developed by great engineers that never get the benefit of a business focused narrative beyond explaining their functions and features. To this extent I want to propose to my friends at IBM that we invest in producing a video series on the future of work more in the spirit of Corning’s A Day Made of Glass videos. I know the futurists who really have a vision for a #NewWayToWork who would make the perfect team to produce it…

After returning home I joined fellow IBM Futurists Brian Moran and Dion Hinchcliffe for a recap show on Blab which I’ve been slowly working to edit down into component pieces. It’s truly a terrific conversation covering the conference itself, cognitive collaboration, privacy and so much more. If you have any questions about what I saw at the conference, or would like to share your thoughts, please do so in the comments below.

I’ve really been searching for some criticism or constructive feedback to provide, but I have to stretch. I’m not an unadulterated fan boy by any means, but I sincerely believe their long term approach to restructuring their products and their teams, especially now with the placement of Inhi Cho Shu as General Manager of Collaboration Solutions, looks like it is starting to pay off. Of course this hasn’t shown itself well in the financials yet, and I am not a market analyst per se, but I believe it will. They are hiring the right people (like friends Neville Hobson, Julio Fernandez, Alex de Carvalho, Andy Jankowski and others), bringing the right approach with their all star Design team and listening to the market (and people like me). That said, it is still hard to navigate the company to get things done and they still haven’t shaken off the perception of pitching vaporware and lacking details on product announcements, but they are making progress.

My bottom line is that I have found IBM to be full of smart people who care passionately about what they do and are striving to do the right things despite having the weight of a large company structure and an organizational culture that inhibits expedient progress in an increasingly fast moving market. For now, I’m happy to continue my relationship with them and hold onto the hope that my insights will positively influence their direction and the better outcomes we need in the market to advance society towards the #betterworld I have long envisioned.

Want to talk more? Come talk to me next week in Las Vegas while I am there for IBM Interconnect.

Disclosure: I am an IBM Futurist. One of the few who are participants in both their #NewWayToWork and #NewWayToEngage programs. They don’t pay me for this, but they do pay for my travel, take me out to nice dinners and feature me as an expert/futurist in their online media in exchange for my honest unfettered opinions and insights. They did pay to sponsor my Customer Experience podcast series, CXDNow. I also formerly represented Deloitte Consulting on the IBM Social Business Council. This has provided me a level of access to what they are dong today and what they are developing in their research labs.

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Beyond Social Listening and Influencer Marketing, Leveraging Social Intelligence

There were so many rich gems from this conversation with Marshall Kirkpatrick of Little Bird on last week’s CXDNow, that I’ve rewritten the headline almost 10x and have struggled with how to best synthesize our one hour show for you. Marshall and his team are rightly excited about “Contextualized Segmentation”, I am personally a fan of “Market Engagement Optimization” which I’ve been thinking about for a few years and “Holistic Business Strategy” which I have been touting for over 15 years. But after listening to this whole conversation a second time and reviewing my notes, I think what best encompasses what Little Bird does, especially as it impacts our ability to design great customer experiences, social intelligence is the clear winner.

Why? While Marshall shares that the first thing most people do with Little Bird is to find who are the influencers a company should talk to about a new product launch, as they start to understand the capabilities more fully, they quickly are able to create value across their entire business strategy. From marketing, to recruiting, to trend watching, to content curation and especially for learning from the market to inform their product strategies, Little Bird is able to best identify the truly influential people and the conversations that really matter to your market.

How do they do this? As you will learn in this episode, their key metric is based on the relationships and connections between those who are regularly engaged in conversations about key aspects of your market. It’s not only about who has the most ‘potential reach’, but about how many other connections a given influencer has within a given network. Going further, Little Bird helps you to see the clusters of the types of influencers engaged in the conversation – are they high volume self promoters or are they true influencers? What potential sub-communities exist? And now with the latest release, what are the phrases and language being used within those sub-communities that may be salient but not obvious.

I think the reason I am biased towards thinking of Little Bird as a Social Intelligence tool is best summarized by this quote from Marshall in the podcast when I asked him what is different about his product. He said his best customers are “Leveraging influencers not just for what they will tell the world about you, but for what they will tell you about the world.”

This post only scratches on the applicable insights we uncover in this conversation. To get the most from it, find yourself an hour on your commute or in the evening and listen to our conversation between Marshall Kirkpatrick, Dave Gray and myself as soon as you can.

Sponsored by XPLANE:

XPLANE is a strategic design consultancy focused on addressing complex challenges on the inside of organizations. We leverage visual thinking, people-centered design, and co-creation to design solutions that accelerate the way our clients envision, explain, and realize their goals.

About CXDNow:

CXDNow is back for season 2 of our series focused on understanding and successfully executing on customer experience design so that your organization may better serve, and ultimately win your market. In season 1, we focused on the fundamentals of CX Design through conversations with CX leaders such as Brian Solis, Risto Lahdesmaki and Tom Illmensee among others. As we move into 2016, we will be bringing you stories from more leaders around who will share their deep insights and practical advice in pursuit of advancing the field for the benefit of all.

If you are interested in being a guest on the show or sponsoring us, please contact us.

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#CXDNow – Understanding and Engaging Your Market in Conversations that Matter

CXDNow with Chris Heuer, Dave Gray and guest Marshall Kirkpatrick
It is clear that we all need to better understand what our market is talking about and who are the people influencing our market so we can design better products and share our value with potential customers. But how do we figure out where to start? How do we sort through all of the noise to find the people and conversations that matter most to our organization? How do we optimize our engagement for maximum impact with limited resources?

In the first episode of 2016, Chris Heuer is joined by co-host Dave Gray of XPlane to talk with Marshall Kirkpatrick of Little Bird to dive into a conversation about the contextual segmentation and analysis of a company’s market to effectively engage in influencer marketing. In this conversation, we’ll look at graphs of Twitter friends around companies and markets, analyze their connections for opportunities, and talk about how you can combine data analysis at scale with authentic communication and creativity in your work.

We will also answer your questions! So join us on Blab this Friday January 29, 2016 at 10am PST for an in-depth conversations into the influencer’s role in customer experience design and how we can better engage them to improve the experiences we are providing and increase awareness of what you have to offer the market.

Guest: Marshall Kirkpatrick

Marshall Kirkpatrick is a co-founder of Little Bird, a social media marketing and research technology that does contextual segmentation analysis of target markets, online audiences, and company stakeholders, using social graph analysis.  In this episode of CXDNow, Marshall talks with Chris Heuer and XPlane’s Dave Gray about how you can use knowledge about the different contextual segments relevant to a company to optimize your work, in marketing or design, for maximum relevance, efficiency, and impact.  

Sponsored by XPLANE:

XPLANE is a strategic design consultancy focused on addressing complex challenges on the inside of organizations. We leverage visual thinking, people-centered design, and co-creation to design solutions that accelerate the way our clients envision, explain, and realize their goals.

About CXDNow:

CXDNow is back for season 2 of our series focused on understanding and successfully executing on customer experience design so that your organization may better serve, and ultimately win your market. In season 1, we focused on the fundamentals of CX Design through conversations with CX leaders such as Brian Solis, Risto Lahdesmaki and Tom Illmensee among others. As we move into 2016, we will be bringing you stories from more leaders around who will share their deep insights and practical advice in pursuit of advancing the field for the benefit of all.

If you are interested in being a guest on the show or sponsoring us, please contact us.

 

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#CXDNow – What’s needed, what’s next?

CXDNow with Tobias Rose
The time for customer experience design is now! In this final episode of our premiere web series CXDNow, host Chris Heuer interviews Tobias Rose, writer, designer and entrepreneur. Tobias has led a fascinating life, from his early professional life in the wine industry to a chance meeting with a monk who asked for his help with a reservoir for their village that lead to his career as a CX Designer. In the first episode we learn of Tobias’ origin story. How his trip to Cambodia resulted in a nonprofit that forever changed a small village and the people who live there. It’s a fascinating tale of one designers realization of the importance of empathy in all we do. Through his story you will see all of the key characteristics that are necessary for someone who wants to be a leading customer experience designer.

It a longer format part two, Tobias is joined by Sarah Grzybowski from IBM’s Journey Designer team to discuss the future of CX design, what we need and what we see coming next. We get some sneak peaks into the IBM Journey Designer product and its future as a management dashboard to optimize the customer experience across their journey.  It’s clear as we discuss in this episode, that technology is only part of the solution. What’s really needed is a greater depth of empathy across the entire business landscape, so that we finally embrace radical customer centricity instead of merely paying it lip service.

In this our last episode of the series one for fall/winter 2015 we were able to touch upon many of the key pieces of advice that everyone needs to be a great CX designer. We will be posting some more recaps of this content and different educational snippets over the course of the next several weeks. Join us again in January 2016 for our next series and a further exploration of customer experience design now. Thank you so much for joining us and special thanks to IBM Commerce and the Journey Designer team for their support of the series.

 

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Tobias Rose Interview – From Global Change Maker to CX Designer

Tobias Rose & Sarah Grzybowski – What’s Needed, What’s Next

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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Putting CX to Work. See the forest AND the trees with Dave Gray

CXDNow Dave Gray Interview by Chris Heuer
In this extended episode of CXDNow, host Chris Heuer interviews Dave Gray, founder of world renowned visual communications firm XPlane and author of Gamestorming, The Connected Company and many other great works. Disclosure, Dave is a friend, a mentor and an advisor to my company, Will Someone.

During the conversation, we skim across the broad concepts and processes before diving quickly down into the detailed depths of putting CX to work. How do we approach Customer Experience Design? Sure, it’s about empathy as we continue to discuss, but what does being able to draw have to do with it? As Dave Gray says, “whatever strategy you think you should have, if you can’t draw it, you can’t do it”. It’s this approach, going beyond design to use design as a way of thinking that distinguishes the work of Dave Gray and his team at XPlane. In this 20+ minute episode, be prepared for a rapid fire dose of killer insights that will take your CX Design to the next level. From how to see, to how to think, to how to do – Dave walks us through the forest and shows us the trees.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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A Conversation with a Master, Dave Gray’s Origin Story

CXDNow Dave Gray Interview by Chris Heuer
In this episode of CXDNow, host Chris Heuer interviews Dave Gray, founder of world renowned visual communications firm XPlane and author of Gamestorming, The Connected Company and many other great works. Disclosure, Dave is a friend, a mentor and an advisor to my company, Will Someone.

Over the course of 20 minutes we go back to the early 90’s to learn how Dave’s experience doing graphics to support stories in the newspaper became a business, became the signature style for Business 2.0 magazine and ultimately lead to a completely different way of making strategy real. In many ways, the very same evolution that lead to the rise of Customer Experience Design, with Dave at the proverbial ‘tip of the spear’. It’s a fascinating story, and one that is both inspirational and informative. Listen in and find out why XPlane is one of the most sought after firms in the world.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday November 11, 2015 at noon PST as we discuss the future of CX Design, what is needed and where we are headed with several leading practitioners.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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Join us to talk with Dave Gray about his approach to Customer Experience Design on this week’s #CXDNow

CXDNow with Dave Gray
This Wednesday at noon PDT we will be speaking with a true master of Customer Experience Design, my friend and advisor Dave Gray. Author of GameStorming, Founder of Xplane and one of my favorite visual communicators of all time.

Chances are, if you’ve built an empathy map and downloaded a free template from someplace, it’s either his, or it’s based on the one he designed and gave away.

If you are striving to make CX part of your career path or simply trying to figure out how to bring CX into your organization’s processes around customer engagement and marketing, you must join us to talk to Dave this Wednesday November 4, 2015 at noon PST.

Dave Gray: Bio

Dave Gray is a leader and manager with a background in design. He has worked with many of the world’s largest companies, as well as mid-sized businesses, startups, executives and individuals.

His area of focus is the human side of change and innovation, specifically: How can you get people to adopt new ideas? How can you win their hearts and minds? How can you get people, including yourself, to change deeply embedded habits and behaviors? How can you transform a business strategy from a good idea to a living fact in the real world?

He is the founder of XPLANE, a strategic design consultancy, and co-founder of Boardthing, a collaboration platform for distributed teams.

He is the author of two books on design, change and innovation: Gamestorming: A playbook for innovators, rule-breakers and changemakers; and The Connected Company.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo


For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

 

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Chris Heuer Shares his thoughts on the role of the Customer Experience Architect – #CXDNow

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CX: Making the Business Case with Risto Lähdesmäki

CXDNow with Risto Ladsesmaki
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Risto Lähdesmäki, CEO of Idean. Following up on our discussions with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, Director of UX for Prezi we are now diving into making the business case, or rather selling CX to management, and clients.

In part 1 we talk about Risto Lähdesmäki’s journey from his roots as a designer through his first user research firm and how it evolved to become Idean, with offices now around the globe. His thinking and his agency has grown as the idea of UX and CX has evolved. He talks about how he has been fortunate to connect with so many clients who really ‘get it’, who innately understand the value of CX. He also shares some of the differences between Europe and the United States.

In part 2 we discuss some of the aspects of the value proposition, most especially the reduction of friction in the customer’s journey, and the competitive advantage of those who understand CX and embrace it and iterate on it. In this episode, hear why he believes that every dollar invested in UX/CX can return 10-100x and help them win back market share and earn the loyalty of their customers.

In part 3 we are joined by Rit Mishra, a Senior Design Director at Idean to work out loud by collaboratively discussing and working on the Empathy Map and Customer Journey for our new community movement, We Are the Solution. In this very informative segment, we layout a basic framework of how we look at the CX before, during and after, from both a backstage and front stage perspective. If you are trying to figure out how to start with CX, this is the segment you want to watch.

Finally in segment 4, we dive deeper into some Q&A, talk about the future and about other key pieces of advice for getting the most out of CX.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday November 4, 2015 at noon PST as we interview Dave Gray, author of GameStorming and all around smart+nice guy. In this interview, we will go deep into his practical advice from his many years of experience doing CX and UX for customers through the firm he founded XPlane, as well as

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Risto Lähdesmäki Interview Part 1 of 4 – How did you get into UX?

Risto Lähdesmäki Interview Part 2 of 4 – Making the Business Case

Tom Illmensee Interview Part 3 of 4 – Putting CX to Work, #WeAreTheSolution

Risto Lähdesmäki Q&A – Part 4 of 4

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow – The Challenges to Overcome with Tom Illmensee

#CXDNow Chris Heuer Interviews Tom Illmensee
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Tom Illmensee, Director of UX for Prezi. Following up on our discussions with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, now we are getting to the more practical matters of how to be successful with Customer Experience Design.

In part 1 we hear Tom Illmensee’s origin story of how he came to work in UX and CX. Through his story, he illustrates one of the most fundamental issues in a way that connects you deeply with the need for empathy, and what that really means. Going even more deeply, he explores how to handle uncertainty and thrive. It’s a great foundation on which we build upon in parts 1 and 2.

In part 2 we jump into the biggest challenge of all, how to work well in cross functional teams. Throughout this episode, we learn some of the great things that Prezi is doing to improve collaboration in order to deliver the greatest value for their customers. There is a lot of fantastic advice you can put into use right away, like restructuring from departments for design and user research into communities of practice. How to rework the space to increase high value interactions. How to deal with inter personal conflicts. Ultimately, his best advice? Watch part 2 to find out.

In part 3 we finally do the segment I have been really looking forward to, Working Out Loud. In this segment, we are joined by Angela Long to work together on an empathy map for Nicole, a key persona for the mission of We Are The Solution. Using this empathy map as a straw man, we discuss aspects of how to approach its development, how to improve upon it and how it can be used. When I ask him about how to decide if an insight like the person feels fearful belongs in either the section on what they feel or in the section on pain, Tom says, “if you are having a discussion about where something [about the persona] belongs on the map, then you are doing it right”. Learning by doing, or watching others do it, is by far one of the best ways to learn.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday October 21, 2015 at noon PST as we interview Risto Lähdesmäki, CEO & Co-Founder of Idean about how to make the business case for CX Design. If you are trying to sell your boss on investing in CX, this is the show you have been awaiting.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Tom Illmensee Interview Part 1 of 4 – How did you get into UX?

Tom Illmensee Interview Part 2 of 4 – The Challenges to Overcome

Tom Illmensee Interview Part 3 of 4 – Working Out Loud, #WeAreTheSolution

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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