Clik here to view.
What does it take to generate breakthroughs in performance and the customer...
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...
View ArticleClik here to view.
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...
View ArticleDCX/CRM: Avoiding Failure (1)
Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation”...
View ArticleDCX/CRM: Avoiding Failure (2)
In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes...
View ArticleDCX/CRM: Avoiding Failure (3)
This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM. The first ‘conversation’ dealt with...
View ArticleDCX/CRM: Avoiding Failure (4)
This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here.Wishful Thinking Leads to Failure...
View ArticleClik here to view.
The Future of the Automotive Dealership
Introduction to a highly opinionated thought paper.In this paper we show how the current dealership model is not viable, and introduce 10 new business models, as well as a number of quick fixes to...
View ArticleDoes Corporate Purpose Need A New Purpose?
While most of us think about “corporate purpose” as companies adopting programs to promote public good beyond what directly benefits their bottom lines, I wonder if a bigger, more complex...
View ArticleClik here to view.
Do You Have a Bank for Times Like This
I know it’s hard to believe, especially for some of the youngsters who might be reading this, but there was a time when air travel was so much nicer than it is today. And no, I’m not talking about back...
View ArticleDoes Corporate Sustainability Have A Credibility Problem?
If the content on company websites was complete and truthful, you’d have to conclude that we’re turning the corner on climate change and social injustice. Only it’s not, and we’re not.Yes, corporate...
View Article
