Digital business change and the customer experience
You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …
Category Archives: Process
The journey to a digital business and the scary issue of change
You are becoming a digital business. You are on a journey. One thing is clear. It is very clear. Many …
The elephant in the room is making a mess
There is an elephant in the room. It has been there for a while and everyone knows it. It doesn’t …
Want to better understand customers? Do less quantitative and more qualitative research.
We all want to understand our customers better. Many, if not most of us, have moved to some type of …
Unifying donor data and creating actionable insight
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
Should We Have This Meeting? (Infographic Decision Tree)
So many corporate employees spend their workday bouncing from meeting to meeting. In many organizations, the de facto method of …
Is Donor-Centric Real or a Unicorn?
There is a lot said and written about being donor-centric and the donor experience. I am one of those who …
Einstein’s Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)
The definition of the problem will be the focal point of all your problem-solving efforts. As such, it makes sense …
From stunning Moments of Truth to amazing journeys
From stunning Moments of Truth to amazing journeys, the focus on the complete customer experience is critical. Touch points are …
Am I ready for disruption?
Am I ready? Am I ready for someone else to disrupt my company? Can we disrupt ourselves? These are essential questions for …
Why is marketing integration critical to the digital experience at the contact center?
We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …
Waiting for the right time? Don’t wait. The time will never be just right. Finish it up today!
Waiting … Waiting some more …. Will the time be right today? Who knows for sure. Let’s get it done …
Have we reached a digital tipping point?
Is it about our digital budget or is it about having the right strategy, people and processes in place. It …
How to explain architecture and governance in 2 sentences
I love simplicity. Sometimes we just make things too difficult to understand. This quote simply explains architecture (and why it …
Should you add things to your to-do list you’ve already done, just to cross them off?
I am a fan, to some extent, of to-do lists. I know of people who add things they’ve already done, …
How can we build a culture of learning?
As leaders we should be about the process of learning all the time. Creating a learning culture is not always …
Disruption trend: Are you agile enough?
In a disruptive world, as a digital executive focused on your customers, you need to ask this question of yourself …
Is your nonprofit CRM fund raising system broke or are you lacking a strategy that can be executed?
This is definitely worth the read. Tough questions need to asked. Is technology the failure or is it a failure …
Some thoughts on speed
The pace of business continues to change and move faster and faster. That is clear and it requires that we …
Stolen emails reveal lapses in Sony security practices. Is your company safe?
This is stunning and way to common according to security experts. There are simple and easy to use technology programs …
A Strategic Approach to Digital Disruption: Cyber Security is a key component for successful digital transformation
There are a number of critical components to becoming a digital organization. Five to consider are: Customer-centricity Business process optimization …
The Digital Executive: How do you combine technologies to innovate?
This makes so much sense. It is the combination of technology that becomes so powerful in this model. Well worth …
The Digital Executive: How to innovate for mission relevance and financial growth
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
Unifying the experience for the customer
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
The Digital Executive: Doing something about the data, insight and customer experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Guest Blog: Woody Hobbs — Product Roadmaps: Why you need them
About the Author Woody Hobbs is an experienced executive who has served as CEO of several information technology companies and also …
Are you too busy to improve? Here are 5 essential questions to move things ahead
We all are busy. The whirlwind never stops some days. And then the emergency strikes. Yee gads. It may take …
Why tracking prospects from social media contacts is fundamental?
This is interesting. It also seems fundamental. I am sure way to many of us are guilty of “believing the …
We need some good examples of how big data is working
Big data is all the rage. Why? Harnessing the insights buried in the mountain of data to improve the experience …
Is the experience for your customers simple and easy to use?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. What do telcos …
How Amazon Increased Sales 29% Using One Important New Technology
Big data is great if in fact you have lots of data. Most of us don’t have enough data to …
