business transformation

These Are The Last 12 Questions You Had On Customer Experience – Promise!

(lengthy post warning: over 4,000 words)

I wasn’t even close.

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience.

Man, was I off.

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What does it take to generate breakthroughs in performance and the customer experience?

Why do almost all change initiatives fail to deliver?  I have been involved in all kinds of organisational change initiatives whose ultimate purpose was to power performance. These change initiatives have come in many flavours: strategy, people, process, and technology.  They have encompassed the front office, or the back office, or both.  These change initiatives included: BPR, Kaizen, shared services, quality, ERP-CRM-Ecommerce technology, customer service excellence, strategy…

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Industry Reboot

The folks at Booz & Company published two articles a year apart but they are extremely relevant to each other. One describes six industries needing transformation; the other outlines one that’s already initiated a reboot. From both, we gain valuable insights about the why, what, and how of business transformation.

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Business Trasformation Is Simple. It All Comes Down to Three Things: Maximize Purpose, Creating a Bifocal Vision and Managing Change.

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