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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Category Archives: Process

29 data-driven ways to improve employee engagement

January 18, 2019

How much coffee does it take to your team to make it to the end of the day? If cup …

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Is governance needed for a good content strategy?

January 2, 2019

As digital executives, we all start many initiatives. It is also true that some lose steam. Some for a reason …

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Quality, effort and building good systems

November 13, 2018

This is right on target. Most of the time we forget about the value of good processes, systems and checklists. …

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What are the first steps of a digital change strategy?

October 5, 2018

There are some things we should frame as first things first. When thinking through digital change it helps to clearly …

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Digital business change and the customer experience

August 10, 2018

You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …

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The journey to a digital business and the scary issue of change

August 6, 2018

You are becoming a digital business. You are on a journey. One thing is clear. It is very clear. Many …

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The elephant in the room is making a mess

November 6, 2017

There is an elephant in the room. It has been there for a while and everyone knows it. It doesn’t …

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Want to better understand customers? Do less quantitative and more qualitative research.

October 2, 2017

We all want to understand our customers better. Many, if not most of us, have moved to some type of …

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Unifying donor data and creating actionable insight

March 6, 2017

Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …

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Should We Have This Meeting? (Infographic Decision Tree)

February 8, 2017

So many corporate employees spend their workday bouncing from meeting to meeting. In many organizations, the de facto method of …

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Is Donor-Centric Real or a Unicorn?

July 15, 2016

There is a lot said and written about being donor-centric and the donor experience. I am one of those who …

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Einstein’s Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)

April 21, 2016

The definition of the problem will be the focal point of all your problem-solving efforts. As such, it makes sense …

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From stunning Moments of Truth to amazing journeys

March 30, 2016

From stunning Moments of Truth to amazing journeys, the focus on the complete customer experience is critical. Touch points are …

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Am I ready for disruption?

March 11, 2016

Am I ready? Am I ready for someone else to disrupt my company? Can we disrupt ourselves? These are essential questions for …

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Why is marketing integration critical to the digital experience at the contact center?

November 13, 2015

We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …

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Waiting for the right time? Don’t wait. The time will never be just right. Finish it up today!

November 4, 2015

Waiting … Waiting some more …. Will the time be right today? Who knows for sure. Let’s get it done …

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Have we reached a digital tipping point?

August 18, 2015

Is it about our digital budget or is it about having the right strategy, people and processes in place. It …

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How to explain architecture and governance in 2 sentences

May 29, 2015

I love simplicity. Sometimes we just make things too difficult to understand. This quote simply explains architecture (and why it …

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Should you add things to your to-do list you’ve already done, just to cross them off?

May 19, 2015

I am a fan, to some extent, of to-do lists. I know of people who add things they’ve already done, …

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How can we build a culture of learning?

March 6, 2015

As leaders we should be about the process of learning all the time. Creating a learning culture is not always …

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Disruption trend: Are you agile enough?

March 3, 2015

In a disruptive world, as a digital executive focused on your customers, you need to ask this question of yourself …

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Is your nonprofit CRM fund raising system broke or are you lacking a strategy that can be executed?

March 2, 2015

This is definitely worth the read. Tough questions need to asked. Is technology the failure or is it a failure …

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Some thoughts on speed

February 2, 2015

The pace of business continues to change and move faster and faster. That is clear and it requires that we …

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Stolen emails reveal lapses in Sony security practices. Is your company safe?

December 18, 2014

This is stunning and way to common according to security experts. There are simple and easy to use technology programs …

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A Strategic Approach to Digital Disruption: Cyber Security is a key component for successful digital transformation

December 15, 2014

There are a number of critical components to becoming a digital organization. Five to consider are: Customer-centricity Business process optimization …

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Unifying the experience for the customer

August 22, 2014

This is not all about data. At the end of the day, customers will expect a great (unified) experience across …

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The Digital Executive: Doing something about the data, insight and customer experience gaps

August 21, 2014

Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …

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Guest Blog: Woody Hobbs — Product Roadmaps: Why you need them

July 2, 2014

About the Author Woody Hobbs is an experienced executive who has served as CEO of several information technology companies and also …

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Top Posts & Pages

  • Whatever it takes ... by Cyndi Zagieboylo, CEO of the National Multiple Sclerosis Society
    Whatever it takes ... by Cyndi Zagieboylo, CEO of the National Multiple Sclerosis Society
  • CIOs as “Chief Influence Officer”
    CIOs as “Chief Influence Officer”
  • "A satisfied customer is the best business strategy of all." ~ Michael LeBoeuf
    "A satisfied customer is the best business strategy of all." ~ Michael LeBoeuf
  • What are 4 core customer needs?
    What are 4 core customer needs?
  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
    “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos

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  • The One Chart Every CEO Should Study | The ROI of Customer Experience
  • How Digital And CX Teams Collaborate To Deliver On Brand Promise
  • The Three Customer Service Megatrends
  • 5 questions to ask to break the “too busy” cycle holding you back from moving to the next level.
  • Two benefits to avoiding technical jargon and concepts

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Tags

Agile Agility Culture Customer Experience Customer Service Digital Digital Business Digital Transformation Donor Donor Experience Facebook Forrester Research Guest Blog Leadership Mobile Nonprofit Seth Godin Social Media Strategy Transformation

Follow me on Twitter

My Tweets

Top Posts & Pages

  • Whatever it takes ... by Cyndi Zagieboylo, CEO of the National Multiple Sclerosis Society
  • CIOs as “Chief Influence Officer”
  • "A satisfied customer is the best business strategy of all." ~ Michael LeBoeuf
  • What are 4 core customer needs?
  • Is it all about transformation? What about agile initiatives to solve urgent problems?
  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
  • The One Chart Every CEO Should Study | The ROI of Customer Experience
  • How nine world-class CIOs focus on the most daunting challenge they ever faced.
  • Trends to watch to stay on the disruptive edge of digital business

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