Are we really taking cyber-security seriously?
Traditionally, the fundamental focus of the Enterprise has been to preserve and expand its value through “classic Assets” as reflected …
Category Archives: Digital Business
Customer Engagement: Beyond Personalization to Hyper-Personalization
Here is some great insight from Annette Franz. Annette is founder and Chief Experience Officer of CX Journey Inc. …
Are you being left out?
Fear is real and we don’t know sometimes the grip it can have on us. I hadn’t thought of this, …
Will the “anywhere office” survive the demise of COVID?
COVID threw many people into working from home with no preparation. Sometimes it seems to have worked well. Others perhaps …
Where are the walls now to your office?
We have moved to an “open world”. This is not just a pandemic related issue. This has been happening for …
Should leaders advocate for “the facts” and “a vision”?
This happens way too much. It clearly isn’t helpful to deny the facts. It is also important to actually know …
Top 10 Web Development Trends to focus on now.
Here is a great overview of trends to focus on in web development. They all may not apply to you …
What is it like to be a digital executive?
We are all online now more than ever. It is never-ending. Working from home has made invasive. We have no …
Is the future of technology with us now?
The future is not too far away. In many ways, it is already here. IBM suggests 5 trends to begin …
Is customer service always easy?
Customer service is not always easy. No product or service is perfect. Customers get frustrated. There are some basic principles …
How important is great service to our marketing efforts?
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
Transforming customer experiences in a mobile app world.
John Colony, CEO of Forrester Research has a great article about the The Mobile War. CEOs should be aware of an …
Training can deliver the sustained revenue growth you are looking for. But not on its own.
Here is some great insight on the value of training. It is from Mark Wills at EnablingUS Pte Ltd. Mark helps business and …
What does your ZMOT look like?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
Establish, Scale, And Evolve Your Customer Experience Culture Work Practice
Here is some great research from Forrester. I am a big fan of theirs. Paying attention to the culture is …
Are we ignoring what it takes to be successful?
This makes a lot of sense. Many times, we focus on what we are good at but ignore essential items …
Are Your Managers in Sync with Your Change Strategy?
Are Your Managers in Sync with Your Change Strategy? “A few years ago, we noticed something curious: Successful business transformations were …
What is the 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 the customer experience meaningful on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
The death of the sales funnel
Why this is important: Over the years, companies have developed various models to explain customer behavior. Most of the ones …
Is employee engagement a top of priority?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Our Work Is Our Worship: One Woman’s Faithfulness in the Little Things
Here is some great insight on work and worship. John Stonestreet is President of the Colson Center for Christian Worldview, and …
Are your connected customers engaged with you?
We see it every day. We are at an event and someone holds up their phone to video or take …
Learner Journey Mapping
We are all involved in learning and we are all involved in educating others. It has been changing at a …
Are we focused on “traditional markets”?
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
What is your strategy for connected customers?
We are beginning to think about engagement in terms of is it social or is it mobile? If our company …
The weight of repetitive tasks
Here is some great insight from Seth Godin. In 2015, he created the altMBA. More than 60,000 people have taken his online …
How important are great employee experiences in our digital world?
Our people create the experience, whether it is digital or in person. We can’t separate the employee experience from the …
Is society and technology evolving faster than many companies can adapt?
Are you ready for a new generation of customers? Company executives meet the Millennials. Millennials meet XYZ company. Oops, there …
Can we trust our data in a “cloud” infrastructure? Is it safe?
I have had a lot of conversations about how secure Cloud computing is or isn’t. I have given briefings to …
Can passion for our customers win the day?
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Is it a question of the facts?
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that customers …
What’s a customer worth over the time you have a relationship with them?
In the world of marketing and the customer experience, there are two things worth knowing. The Digital Executive knows the …
Can we Slow Down and Write Better Emails?
So many of our exchanges today happen in written (or typed) form — think email, text, IM — meaning that …
What to know about how to use social media.
Robert Hunt leads business leaders through Peer to Peer Advisory Groups, provides them Executive Coaching, and Leadership Development sessions. He …
Do You Have Boss Who Just Can’t Say No?
This is a real issue for most of us. Here is some insight from Joan Garry. Joan began her career …
Are you a global company yet?
You are a global company. Do you act like it? Your audience is 4.66 billion potential customers. You have international …
Do We Need To Shift How We Think About Emotion And Customer Journeys?
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
Omnichannel personalization at scale
A number of years ago, omnichannel was the big idea. It still makes sense. Unified data and a unified experience is …
4 Benefits of Using Video as a Marketing Tool
Video has become very powerful. The rise of YouTube, Vimeo and Rumble show this. For many customers, that is …
How to Plan Your Life When the Future Is Foggy at Best
We all have our plans. They do not always pan out the way we think they will. Here is a …
Designing for Digital-First Customers: Focus on Experience as a Driver for Breakthrough Innovation
Brian Solis has great insight on experience design. Brian is Global Innovation Evangelist at Salesforce, the global leader in Customer …
How fast is the customer journey evolving?
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Make Time for Small Talk in Your Virtual Meetings
The move to all Zoom can miss the normal human interactions we enjoy in face to face meetings. Sometimes it …
The new world of sales and marketing.
Why this is important: We know it has happened. The world of traditional sales and marketing is changing. Some of …
Will we see the joy in the love of the work itself?
This is invaluable. This perspective, regardless of what your boss thinks, is worth its weight in gold. Work is a …
How do we frame our future?
Stake, a transitive verb. To risk; at stake. In jeopardy. What is at stake? I have been thinking about this …
Are we listening to our customers?
Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As the …
Take Security To The Zero Trust Edge
Forrester has long advocated for the Zero Trust model. It is an effective framework. Senior executives ought to look at …
Algorithms, do they give or do they take?
We are the system. Algorithms are not going away. We need to build them correctly. Consider this from Seth Godin. …
Digital Business