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 …
Author Archives: Michael Wilson
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 …
Why is customer experience important?
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
What are the first steps of a digital change strategy?
There are some things we should frame as first things first. When thinking through digital change it helps to clearly …
How do we get started on the customer experience change journey?
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
What involvement does the C-Suite have with customer experience initiatives?
Executive leadership and all the members of the C-Suite need to embrace the vision, goals and strategies associated with bringing …
Why does optimizing the customer experience need to be a holistic and integrated must?
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Who is in charge of the customer experience?
Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
What are the six laws of Customer Experience? | Temkin Group Video
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
What is smart data? How can we make it actionable?
We live in a consumer world where more and more there is an expectation that companies and nonprofits have the …
What about some fresh eyes looking at things?
Things in every company, to some extent, get on auto pilot. There isn’t anything wrong with that. It just happens. …
Customer journey mapping: Knowing and involving the customer
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
What is “digital transformation”? Is it just a buzzword?
It is helpful to be able to define things. We hear and read a lot about “digital transformation”. I am …
Is digital customer engagement about voodoo? Is it art? Is it science?
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
What are customer journey maps and what can you do with them? What about design and emotion?
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience?
What is the main point of building the digital business and the customer experience? It is not to spend a …
Customer experience and customer journey mapping – An overview
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
What about emotional connections and the customer experience?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Are you showing up in the right places with the best designed experience to create an enjoyable, simple and relevant experience as possible?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
Here is a way to think of change. Improve or die?
The pace of business continues to change and move faster and faster. That is clear and it requires that we …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
What are the customer experience gaps? How can we close them to connect customer and business value?
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
“Paychecks can’t buy passion.” ~Brad Federman
It makes a difference if you love your career, your work, your job and your customers. Passion is characteristic of …
How app retention is like dating
Keeping users on mobile apps is an issue many teams are working towards solving. Billions of apps are downloaded every …
The need for speed! — How can we accelerate innovation and change?
We all feel how fast things are moving. There is stuff happening we don’t see coming but then …. boom; …
What is the difference between a lead, a prospect and an opportunity?
What is the difference between a lead, a prospect and an opportunity? What Are Leads A lead is the name …
Propelling experience design in your digital business
There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …
Do connected devices “care”?
Talk about disruption. This is a big deal. The Internet of Things (IoT) is the network of physical devices, vehicles, home appliances, …
Digital business change — Silos, responsibility and skills
When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …
The digital business economy: The pace of digital change moves to the core of business
The digital business journey and it’s associated technologies is having a huge impact on business, it’s economy and society in …
What is the gap in what the customer expects and what we deliver?
What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …
Digital maturity benchmarks and digital business journey strategy
Having a maturity framework and benchmarks are important. They have great value. They indicate that digital business change is a …
What is the ROI of Customer Experience improvement and initiatives?
The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …
The trust of the CEO in digital change efficiency –- and more CEO and digital business takeaways
The CEO is the Chief Everything Officer. The CEO sets the strategic direction for all aspects of the business. That …
Digital business and the CEO: on leadership and who is in charge
We all know leadership is crucial. When it comes to helping your business on the journey to becoming digital, leadership, …
“75% of senior executives believe their organization has a culture of innovation, but only 37% of employees feel the same.” ~Brian Solis
Is there is a disconnect in what members of the C-Suite believe and what employees believe? Is it a question …
Shaping the end to end digital customer experience
Who is your customer? How do you define it? Does include just those who buy something? What about employees? What …
There comes a moment where a potential customer makes a decision to engage
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
Is digitization the same as building a digital business?
There is some confusion regarding whether digitization is a part of building a digital business. Lack of some level of digitization …
The digital business journey and the hyper-connected consumers need for holistic optimization
We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …
Moving from technology to a digital business economy in stages
There are stages that we go through as we focus on a digital business economy and not “the technology”. We …
The CEO and the boardroom agenda for the digital business journey
Is the digital business journey at the top of your boardroom agenda? Is the Board of Directors engaged and concerned? …
Is there a linear path to engagement for connected consumers?
Over the years, companies have developed various models to explain customer behavior. Most of the ones I have seen have …
The digital business journey and marketing
One of the most impactful areas of change for the digital business is in the area of marketing. It is …
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 …
Are they distracted or focused on being connected?
We see it every day. We are at an event and someone holds up their phone to video or take …
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