Creating the Strategy — Are we getting the right answers to right questions?
You are on the journey to becoming a master at becoming a digital business. How do you go about creating …
Previous articles
Discovering intent and setting priorities for the digital business journey
There are lots of examples of roadmaps out there. Take any digital initiative and you can find the generic way …
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. …
Aligning goals and strategies for the new connected consumer
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
Digital business change — How to take a holistic approach
Digital technologies are changing everything. We all know this just from our personal experience. At work, we are on a …
Building a compelling vision for the digital business journey
Building a digital business is a journey. Before moving forward, it helps to have a strong vision for where you …
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 …
The evolution of digital change of your business is creating a new economy
You may hear about a DX economy. For those who like to use the “digital transformation” mantra, DX refers to …
Why are we still clueless about the lifetime value of a customer?
Creating a customer value framework, which includes calculations of Customer Lifetime Value (CLV), is an initiative that is extremely valuable …
What Wall Street is saying about Facebook’s brutal Q2 earnings. | It’s not good news!
Facebook stock took an insane pummeling on Wednesday,wiping nearly $150 billion off of the company’s value. Disappointing second-quarter earnings and …
What is the role of the CEO when it comes to building a digital business and the change required to get there?
What is the role of the CEO when it comes to building a digital business and the change required to …
The new connected consumer is more relevant than age demographics
We are beginning to think about engagement in terms of is it social or is it mobile? If our company …
What are some of the digital realities that can help you navigate your way without sinking the ship?
You are moving ahead with improving your business with some great digital change initiatives. What are some of the digital …
What is Net Promoter Score?
You have probably taken a survey with the question “How likely are you to recommend this company to a friend …
How easy is it to change channels in nonprofit fundraising and development?
The Blackbaud Institute of Philanthropic Impact’s 2018 report, Next Generation of American Giving, gives insight into how people are using these channels …
Mobile Is Eating The Customer Journey! Seventy-three percent of consumers will switch from a poorly designed mobile site to an alternative that makes purchasing easy.
In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app …
Will technology save you?
Will technology save you? Not likely. It can help change your business into becoming more digital but without a passion …
New demographics to consider as Society, technology and the digital business is 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 …
Where does being a digital business happen? Can I escape it’s path?
Where does being a digital business happen? It happens everywhere. It has hit each and every industry and business sector. …
Where does your organization stand on its digital journey?
Assessing your current capabilities around the journey to become a digital business can be a challenge. Capgemini Consulting has created …
The “We’ve tried that before” conundrum
I know I’ve said it. I know I am not the only one. I am embarrassed by it. We’ve tried …
Do you have a passion for your mission and your customers? You can turn yourself into a hero!
Here is the big thing. And of course, this is very important. You have a passion for your mission. You …
The most popular iOS apps of all time
App Annie is out with a fresh look at the most popular and profitable iOS apps and games of all …
Mark Zuckerberg: A single point of failure at Facebook, a company that is systemically important to the internet
The following is from: Mark Zuckerberg: A single point of failure at Facebook, a company that is systemically important to the …
“It’s essential that we differentiate between things that remind us of fear and those that are actually risky.” ~Seth Godin
Great insight from Seth Godin. Source: Do-ability | Seth’s Blog When we were in fifth grade, our options were severely limited. …
Study: Вrands should worry about non-English letters and phishing
Did you notice which letter in the headline is actually a Russian character? It’s the “В.” So-called homographic characters — …
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 …
Six Laws of Customer Experience (Infographic)
The Temkin Group has a free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read …
11 Types of Difficult Customers
Customers are the backbone of a business, regardless of the industry it’s in. They dictate demand, provide feedback, and enable …
Ebook: 6 Fundraising Strategies from Nonprofit Trailblazers
Fundraisers wear many hats. In addition to making sure you can raise more resources year after year, you have to …
How Relevant is the Experience Your Customer is Having? Are Customers Passionate About Your Product or Service?
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Insights from Giving USA 2018: Charitable Giving Growth & Trends
According to Giving USA, individuals, estates, corporations, and foundations donated an estimated $410.02 billion to charitable causes in the United States during …
What is going on with Artificial Intelligence investments?
What is going on with Artificial Intelligence investments? This report examines the state of artificial intelligence (AI) investment, development and …
The Compelling Attractiveness Of Fewer Ideas
How many ideas did Jack Welch need to unleash to reinvent General Electric in the 1980s, as the Cold War …
“Throw yourself into some work you believe in with all your heart, live for it, die for it, and you will find happiness that you had thought could never be yours.” ~Dale Carnegie
Being happy at work is important. We know the value of employee engagement. Do we have a mission employees can …
Are you Born to Build?
Jim Clifton, CEO of the polling firm Gallup, laments the resources the U.S. devotes to identifying and training elite football …
Salesforce CEO Marc Benioff: Massive Digital Transformation
Jim Cramer hears from Salesforce.com founder, Chairman and CEO Marc Benioff about the company’s acquisition of MuleSoft and how Salesforce …
Is Facebook in trouble with teenagers?
Teenagers aged 13 to 17 are losing interest in Facebook, with only 51% using the social media platform — a …
Intel is under investigation for age discrimination
The disclosure that Intel is under investigation for age discrimination highlights what many see as an unspoken truism of the tech industry: …
What 2 Questions Should I Start With?
Project management is very important. I can get consumed by it all. So many details, so little time. Let’s get …
Your journey to change and transformation of the donor experience
You have decided to start on a hero’s journey. You have a passionate desire to learn how to harness disruption …
Technology won’t save your Efforts to be Donor Focused
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that donors …
Data Driven Customer Retention Strategies
A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …
Embracing technology to drive change — By Sarah Ming Hsi, Chief Information Officer at United Way of Greater Atlanta
Sarah Ming Hsi is the chief information officer with the United Way of Atlanta. Sarah focuses on innovative executive and program …
“When your timeline is an hour or a day, it’s easy to get in the tactical groove.” ~Seth Godin
This is spot on. Goals drive strategy. Strategy drives tactics. Scrums (daily execution) must be connected otherwise they are useless.
What is at Stake? What is at Risk? Is Anything in Jeopardy?
What is at stake? Stake, tr. Verb. To risk; at stake. In jeopardy. What is at stake? I have been …
Introducing CX Sparks: Customer Experience Discussion Guides
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
What does Training For a Customer-Centric Organization look like? (Infographic)
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
Digital Business