Business: It’s All About the Customer

This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019.

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Prioritizing Your #CX Improvement Initiatives

I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.

How do you prioritize your CX improvement initiatives?

You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.

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34 Corporate sustainability execs to follow on Twitter

Sustainability is a vibrant topic on Twitter, but the corporate crowd is just catching on. A small but growing corps of corporates are now tweeting, to varying degrees.

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How to Help Employees Get Strategy

How effective are cascades – you know, those processes by which communication flow down through an organization from the CEO through senior leaders to middle managers to frontline employees?  Not very, was the answer in a piece in last month’s Harvard Business Review.

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Will the CIO Lose the C?

co-authored with Chris Curran

There is some disturbing new data for the role of the CIO. Thomas Wailgum of CIO.com says, “Given the… warning signs, it’s easy to speculate that the CIO’s role and the department’s sovereign power might be slip-sliding away.” Half of our Diamond Digital IQ Survey respondents said that more than 30% of the dollars spent on IT is done outside of IT. Power in any organization usually follows those who can create new revenue and value, but our survey shows that 75% of the CIO’s innovation role is internally facing.

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To Progress in Complex Environments, Experiment

by: John Caddell

I was talking to my wife tonight about a discovery I'll call the "Mistake Bank Manifesto" which I'll post about later. The upshot of what I was saying is that the folks who wrote the Mistake Bank Manifesto (I named it, others created it) asserted that learning from mistakes, while exceptionally useful to senior leadership teams, is often highly unnatural for very successful leaders.

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