organisational behaviour

Stop Blaming the Culture. Check If Your Business Models Have Long Expired

I walked into an event last week in San Francisco to a panel discussing how culture is everything when it comes to innovation. I had to interrupt, because they didn’t really know what they were talking about. Everyone puts an emphasis on culture – understandable, as it’s an easy target to blame as the biggest and single root cause of a company’s inability to reinvent themselves.

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The Goliath Advantage

In David and Goliath, bestselling author Malcolm Gladwell explains how small upstarts often have surprising advantages over larger, more powerful opponents.

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Over-Engineering the Customer's Experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts the Customer’s evaluation of the company’s service and offering. In my experience it can be rather overwhelming for people within a company to talk to the Customer Experience experts – inside and outside the company – and as a result they could be turning their backs on us “unrealistic bunch of dreamers“. I’ve come to believe this has a lot to do with a practice of ‘over-engineering the Customer’s Experience‘.

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12 Es Impacting Employee Experience

A lot of elements comprise the employee experience. Many, ironically, start with the letter E.

Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. For whatever reason, as I started writing today's post, I was reminded of that post. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience. 

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The Future of Digital Industrial Enterprises and the Quest for New Management Capabilities

The next digital industrial revolution is already well under way. But it is not happening where technology visionaries or capital markets are generally looking. It is not a revolution just in technology, machinery, software, or speed.

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Are Leaders & Management Practices the Key Obstacles to High Performing Organisations?

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation….  What is the key ‘thing’ that has struck me?

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How to Define Your Organization’s Values

Corporate leaders love to talk about values. They put them on web sites, frame them, place them prominently in boardrooms and proudly espouse them in media interviews. The notion of values has become so pervasive that it’s hard to find any CEO who doesn’t tout their importance.

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How to Breed Customer Experience by Creating a Successful Company Culture

Guest Post by: Paul Aas, Loyalty Group 

How does a company practice powerful and compelling brand cultures that breed loyalty, performance, differentiation and sustainability

Culture brings people together and allows them in collaboration to manage the challenges of business, and puts the right Customer Strategy into practice.

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It's Not Where You Start... or Is It?

How do you know where to start your CX journey? 

I've been asked this very question a few times in the last couple weeks.

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Is the Customer Experience Really Everyone's Job?

Is it really everyone's job?

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title.

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