Will we provide new services quickly based on emerging customer needs?
What is the single most important digital business trend? I think it is fair to say we have entered the …
Author Archives: Μιχαήλ (Michael) Wilson
It helps to know the right things about SEO and not the myths that have developed
We all get caught up in the way we have always done things. To build our digital businesses, we all …
11 tips to help you get the raise you deserve
If you want to set yourself up for financial prosperity, knowing how to properly and professionally ask for a raise …
Without powerful user experience professionals, you don’t have a competitive advantage.
There is a revolution going on with customers. The relationship they may have had with your mission and brand in …
Your customers are looking for something unique in their experience. Are you providing it?
Here is a very insightful list via Top 12 Reasons Why Best Practices Suck | Donor Voice. I don’t think there …
Is the innovation cult dangerous?
Sometimes you just have to say that the Emperor has no clothes on. What does innovation really mean? Why has …
Is the best way to think of your brand is of a community?
Here are some good questions. What does your company stand for? What does it represent? Who does it stand for? …
Are you trying to build hero products?
I am a big fan of the work that Constellation Research does. We have lots of lists that writers develop …
Alert: The digital experience is about people
Is customer experience an art or science? It is part art and part science and a whole lot of social …
It isn’t what you say about yourself but it is all about what others say about you that counts
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
Wanting to accomplish everything you think needs to be fixed isn’t useful
An essential ingredient to success of digital business change is focus. It must be recognized, when you are obsessed with …
Do we have the best people we can get who love customers?
The move to create a digital business that is obsessed with customers requires talent. We all need the best people …
Why are we conditioned to look for causes?
Mukul Chopra is Vice President & CIO at Communities In Schools National Office in Washington, DC. Mukul is a Business Technologist. Mukul …
Harnessing the insights buried in the mountain of data to improve the experience for your customers is a huge opportunity
Big data is all the rage. Why? Harnessing the insights buried in the mountain of data to improve the experience …
Do consumers don’t want the ordinary? Can you promise big and deliver?
There is something about a promise, for executives of integrity, that propels us ahead. The key is to not “over …
Does every part of the journey need to be designed to amaze the customer?
What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be …
Do engaged employees, who work with customers, know what kind of things that need to be done to improve the customer experience?
Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …
The balance of power has shifted decisively in favor of the customer
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
If you know the goal, you can evaluate whether a digital strategy will get you there or not.
It is very, very important to think out clearly the digital goal and strategy. It is obvious if you are …
How is dumbsizing born? The challenge of low unemployment!
Robert Cacace is founder of RobertC Consulting. They provide strategic direction to companies struggling with the intricacies of merging business …
How comfortable are CIO’s at participating in business strategy conversations?
The job of a CIO is a tough one. Understanding and being able to communicate highly technical concepts in plain …
Quality, effort and building good systems
This is right on target. Most of the time we forget about the value of good processes, systems and checklists. …
An opportunity to listen, learn, engage and improve the customer experience.
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
How do we drive cultural changes to reflect a customer-centric agenda?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. There is agreement …
How do leaders help people understand complex situations by describing things in simple terms?
Bruce Temkin at Customer Experience Matters has done a masterful survey on what distinguishes purposeful leaders. Purposeful leadership is key to …
How do we go about creating and empowering a mobile workforce?
Mike Capone is CIO SVP at Qlik. He serves as General Manager of an International HR/Payroll Outsourcing Business Previous – …
Was the experience fun?
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
What is the difference in focusing on the customer or focusing on operations?
There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …
10 financial questions for your potential business partner
If you’ve given any thought to starting a business with a partner you’ve most likely considered how you would split …
What is and isn’t working for the digital New York Times.
Most of today’s media “success stories” are about digitally “native” companies like Google and Facebook. Meanwhile, many of the great brands of …
Is technology just about “keeping the lights” on?
Is Information Technology a support area? The traditional, “keep the lights on” world of technology just won’t cut it anymore. …
Where does strategy start for the customer?
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
Mobile is all about design for the user’s experience, not your own.
Reggie Henry joined ASAE in November of 1994. His responsibilities are to implement “exemplary” systems at ASAE that can serve …
Disruption is here or at least on the horizon. Will it visit you soon?
Disruption is here or at least on the horizon. The cost to start up and create new models of business …
Radical change and the need to become a truly digital business
Sharyn Leaver, VP, Group Director explains that today’s business environment has radically changed and the need to become a truly …
Will a recommendation engine enhance your unique selling proposition? It’s probably best to keep things simple.
Big data is great if in fact you have lots of data. Most of us don’t have enough data to …
The digital business and anywhere workers — recognizing the value of sourcing quality workers from anywhere
Part of becoming a digital business is a willingness to encourage employees to be more digital. One aspect of that …
How nine world-class CIOs focus on the most daunting challenge they ever faced.
The following is a condensed excerpt from the book Confessions of a Successful CIO: How the Best IT Leaders Tackle …
The connected customer is the most disruptive for you.
You are beginning to know a new customer. They are a blend of the traditional, the digital and the connected. …
Who wants to be your customer? Why will a digital approach outperform the current business model?
Businesses are being disrupted at every turn. Much of the disruption has to do with successful use of digital approaches. …
The good, the bad and the ugly of customer service
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Millennials want to understand why they should do something – the overall objective, goal, or purpose.
Much has been written and said about millenials. Here are some good ideas from Eric Holtzclaw on “millennial” motivation. They …
What is king of social media among all content types?
Video is becoming king of the social world. Studies indicate that over 50% of Americans watch user-generated video at least …
Is customer experience just for the private sector? What about nonprofits?
Customer centricity and customer experience is often associated with steps that companies in the private sector can take to build …
Temkin Group eBook: Humanizing Customer Experience
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Why is our culture, processes and customer experience competencies important?
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
What should we do about information chaos? Is there a way to use information as an enabler of our digital journey?
There is a great level of chaos when it comes to our data and information associated with it. It is …
Three questions to think about when it comes to changing how we work with customers.
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Why should I try to run a better meeting?
These are great and well worth reading and implementing them. The key is in the doing. We can make a …
Chris Bruzzo, Electronic Arts Chief Marketing Officer with Brian Solis on how data and machine learning are helping EA future-proof the brand
EA CMO Chris Bruzzo joins digital analyst, futurist and best-selling author Brian Solis to discuss how data and machine learning …
