Your journey to change and transformation
You are on a hero’s journey. You have a passionate desire to learn how to harness disruption and innovate in …
Category Archives: 2014
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 …
Do you have an innovators heart for your company mission? Where is the sense of urgency?
There is a gap that is growing in your company. It is the gap between the connected customer, their expectations …
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 …
Do you have a talented user experience team?
There is a revolution going on with customers. The relationship they may have had with your mission and brand in …
In the age of communities, how important is our company brand?
What does your company stand for? What (and who) does it represent? Now, more than ever before, our brand is …
The Digital Executive: Is customer experience an art or science?
Is customer experience an art or science? It is part art and part science and a whole lot of social …
The Digital Executive: Improving the customer experience so as to never fear it being shared
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
Stunning experiences will lead the way to meaningful customer engagement
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
Meet the new company customer
You are beginning to know a new customer. They are a blend of the traditional, the digital and the connected. …
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 …
Am I communicating with simplicity?
Technology can very complex. Like every profession, technologists use lots of acronyms and jargon. As digital executives, we may succumb …
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 …
What is the relationship between technology and the future of business?
People first. That’s where this discussion begins. Brian Solis guest on this episode of Revolution is NetSuite CEO Zach Nelson. For running one of the leading …
Why customers expect instantaneous communication and amazing service
Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …
Is your nonprofit taking a cue from NPR?
As nonprofits, we all want donors. In a perfect world, they would renew every year, giving higher amounts to our …
Donors go down but income goes up for Academic Institutions
Before the economic recession, the national trends in higher education were ‘donors down’ and ‘dollars up’. That all changed in …
How often does this happen when you talk to someone at a call center and how difficult is it to do right?
Has this happened to you? I called a company I do business with a lot. I was calling from my …
The ‘Peanut Butter Manifesto’ — We need to focus not spread ourselves thin
We all need to focus. We know we are spread too thin. We need to courage to face this important …
How do you create a sustainable content strategy?
As digital executives, we all start many initiatives. It is also true that some loose steam. Some for a reason …
Can you teach someone everything?
A lot of things can be taught. Education, training and skill development are important. There is a science to much …
Do your customer systems and tools actually focus on your customers?
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Guest Blog: Huw Webber — Technology Monetarism combats Technology Inflation
Huw Webber is an experienced systems analyst and management consultant. His company, oxford logical consulting, specializes in removing or ameliorating …
Who will step up to unify the experience for your customers?
If your company has more than 1 department then the reality is that you have silos. The larger you grow …
Is there a competitive advantage to social media?
If you haven’t jumped into social media as a part of your digital marketing and customer strategies, now would be …
Why do best practices tend to suck? Is copying a race to look the same?
Here is a very insightful list via Top 12 Reasons Why Best Practices Suck | Donor Voice. I don’t think there …
What is the single most important digital business trend?
What is the single most important digital business trend? I think it is fair to say we have entered the …
Search engine optimization mantras that are useful
We all get caught up in the way we have always done things. To build our digital businesses, we all …
What not to do. A counter intuitive approach.
I am a big fan of the work that Constellation Research does. We have lots of lists that writers develop …
“The innovation cult is dangerous, so avoid becoming enslaved by a word that, in reality, has lost meaning.” ~Peter Waterhouse
Sometimes you just have to say that the Emperor has no cloths on. What does innovation really mean? Why has …
The main thing: Focus
An essential ingredient to success of digital business transformation is focus. It must be recognized, when you are obsessed with …
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 …
Are your touch points providing instant gratification or instant misery?
What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be …
Guest Blog: Jeb Dasteel — The Customer Connection – Building Lasting Relationships in an Instant Access World
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
What distinguishes purposeful leaders focused on amazing customer experiences?
Bruce Temkin at Customer Experience Matters has done a masterful survey on what distinguishes purposeful leaders. Purposeful leadership is key to …
40 percent of charities raised less money last year
There is a two sided coin here for sure. 60 percent raised more. 40 percent raised less. I am not …
Can you really narrow an interview down to 3 questions?
The move to create a digital business that is obsessed with customers requires talent. We all need the best people …
Personalized health care predictions that will change our world
In five years, doctors will routinely use your DNA to keep you well. Cancer will be treated on …
Guest Blog: Why Einstein might call Big Data “spooky”? — Mukul Chopra
Mukul Chopra is Vice President & CIO at Communities In Schools National Office in Washington, DC. Mukul is a Business Technologist. Mukul …
Are you keeping score of employee contributions?
Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …
Should we promise “big”?
There is something about a promise, for executives of integrity, that propels us ahead. The key is to not “over …
What should you obsess over?
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
A case study in digital transformation. What isn’t working at the New York Times.
We know it is tough moving from a traditional business to a digital business. This is highlighted clearly in the …
Guest Blog: Why you need a mobile strategy — Reggie Henry
Reggie Henry joined ASAE in November of 1994. His responsibilities are to implement “exemplary” systems at ASAE that can serve …
Are you creating Digital World Misfits
It is very, very important to think out clearly the digital goal and strategy. It is obvious if you are …
Guest Blog: Dumbsizing Your way To Destruction! — Robert Cacace
Robert Cacace is founder of RobertC Consulting. They provide strategic direction to companies struggling with the intricacies of merging business …
The digital business imperative
Sharyn Leaver, VP, Group Director explains that today’s business environment has radically changed and the need to become a truly …
Confessions of a Successful CIO: The DNA of the Best IT Leaders
The following is a condensed excerpt from the new book Confessions of a Successful CIO: How the Best IT Leaders …
How comfortable are you 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 …
What questions should a digital strategy answer?
Businesses are being disrupted at every turn. Much of the disruption has to do with successful use of digital approaches. …
