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 …
Tag Archives: Change
How Jack Dorsey plans to change Twitter
In an effort to make Twitter a healthier place, CEO Jack Dorsey said the company is looking to change the …
Is it the end of business as usual?
Change is tough. We know we need to but can we really do it? Have we reached the end of …
Are you inspired by technology or overwhelmed?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable change.
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable …
An opportunity to listen, learn, engage and improve the customer experience.
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
Is technology just about “keeping the lights” on?
Is Information Technology a support area? The traditional, “keep the lights on” world of technology just won’t cut it anymore. …
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 …
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; …
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 …
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 …
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 …
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 …
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 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 role of the CEO and digital change as a journey
Digital change in business is a reality. This is now the chief role of the CEO to shepherd it successfully. …
Digital business change focuses on the future and outcomes
You’ve committed to moving your company forward to be more of a digital business. The journey has started. Excitement is …
Where is the focus? Is it on customer engagement? Is it on technology?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
Who holds the future in their hands?
We have choices to make about where to work, what to buy and what to invest in. Many are conspiring …
Digital Transformation has a problem. Transformation has a brother named Fear of Change. Transformation also has a sister named Change Management.
Digital Transformation has a problem. Transformation means massive change or at least it sounds that way. If you said to …
Some honest questions about culture change and the customer experience
It is my observation that most corporate cultures aren’t intentional but seem to evolve over time. Maybe we inherited it. …
Why did I start this journey in the first place?
Transformation isn’t easy. We all know that most transformation initiatives, of any kind, fail. The reasons are well known. Too …
“You manage things; you lead people.” ~Rear Admiral Grace Hopper
Transformation is all about the people. The people who lead and the people who have to implement the change. As …
What is really important around here?
Senior management gets behind lots of things. There are plenty of culture change initiatives. Some of them are real. A …
Transformation change is more about culture than strategy
We have a lot to do. Our plate is full. Who needs one more thing on the list? My guess …
Define Donor relevance by how relevant the Donor experience is
The donor journey is evolving (albeit very, very fast). That shouldn’t surprise us but it is good news. We haven’t …
Focus our changes on donor engagement and not technology
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
Donor Experience transformational leadership is needed and it is needed now
Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …
5 questions to consider for digital business transformation change
Change isn’t easy. Change, in fact, is hard. Here are some questions to think about. Do we have the right …
“This isn’t a time to react. It’s a time to lead!” ~Brian Solis
Brian Solis nails it. This isn’t time to react. This is the time to lead. Now is the time to …
Digital Business