Marketing & Strategy Innovation blog

Digital Transformation Is Less About Digital

A few industrial leaders have always been at the forefront of innovation and set the trends for their respective industries, but banking and financial services are just going through their transformation journeys. They are all driving digital transformation throughout their enterprise with a relentless commitment to rethink every asset, process, and architecture of these enterprises. Digital transformation is widely talked about, with consultants lining up to show endless PowerPoint slides of the state of the digital revolution that they claim boardrooms cannot ignore.

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The Future is Now: Take Your Customer Data to the Next Level

I originally wrote this post for CXpert. It appeared on their blog in August, 2016.

I'm often asked about the future of customer experience: What does it look like? What will companies focus on this year? What advancements have we seen or should we expect to see? What are the latest tools to help companies improve the experience?

For this post, it's the latter I'll address.

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My Best Advice To All of You High Potential Talents: Don’t Try Too Hard.

Throughout my career as an executive coach, and mentor of young people including fresh MBAs, creative designers and motivated managers, there has been one common piece of advice that I always give: Don’t try too hard. Of course, this seems contradictory to what we usually hear, especially when the greatest B-schools and D-schools in the world are encouraging their students to try their best and push beyond their own limits. Every day they are asked to try harder, to achieve excellence and perfection. That’s the academic world.

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Did Your Company Make the #CX Naughty List This Year?

I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Two years later, it's still relevant!

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Are You One Of Those Top Performers That Are Now Consumed By Endless Meaningless Meetings And Operating On Outdated Management Theories?

The very idea of ‘management’ itself is changing and many core concepts are becoming irrelevant. According to Henri Fayol (father of modern management methods) management is to forecast, to plan, to organize, to command, to coordinate and control activities of others.” It seems the what has not changed, but the how has. The way we work is changing and machines are slowly taking over making or at least influencing important management decisions for us.

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7 pragmatic initiatives for CX in 2017

If you are among the specialists, working in the field of customer experience, you know that once the initiatives of your company have reached a certain level of maturity the next steps are getting trickier and trickier. In some cases the next level of the CX of your company even looks like mission impossible. This may sound a little discouraging. But like someone has once said – there is always a way when there is a will. 

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State of Customer: What I Learned During 2016

Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational challenges in the areas of marketing, sales, service, and CRM.  2016 has been a year where I have worked both on strategy and operations. What have I learned?

Customer Strategy

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The Value of Connecting with Other #CX Professionals

I originally wrote today's post for the CXPA blog and have modified it slightly since then.

Simon Sinek said: A community is a group of people who agree to grow together. I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well.

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When #CCM and #CX Collide

What are you doing to bring your customer communications into the 21st century and into alignment with customer expectations?

Companies are making a huge effort to move their customer communications from traditional channels to the digital and social realm, while continuing to use and maintain offline communications, as well; however, there's a disconnect between the voice, tone, style, and messaging that is used in digital channels versus in traditional media. This is a problem.

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