Is the percent of revenue devoted to R&D indicative of innovation? Ask Apple.
Apple gets voted as the most innovative company in the world by R&D professionals. In the survey, conducted by Booz & …
Category Archives: Vault
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 …
Do you suffer from Social Media FOMO?
Fear is real and we don’t know sometimes the grip it can have on us. I hadn’t thought of this, …
Do lapsed donors to nonprofits see themselves that way?
Do lapsed donors see themselves that way? Probably not. They may or may not remember they gave to you. Besides …
The anywhere office
When I was a corporate CIO, we began experimenting with an office anywhere approach. We had combined this with a new …
Where’s the walls now to your office? Not so clear anymore … is it?
Walls to offices during the Industrial Age intended to guard leaders from the daily onslaught of activity and requests. Today, …
Breaking Down the Net Neutrality Debate
While this is an interesting debate, it seems at some point we all may need to pick a side along …
Who are the biggest bandwidth hogs?
Who are the biggest bandwidth hogs? Not surprising it is Netflix and YouTube. What are the implications for Net Neutrality?
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 …
How text analytics can shape Voice of the Customer programs
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Are we denying the facts?
This happens way too much. It clearly isn’t helpful to deny the facts. It is also important to actually know …
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 …
How did being on-line change things for you as a digital executive so far this year?
We are all online now more than ever. So how did being online change things for you this year? Here …
Computers are learning to be our assistants
The future is not too far away. In many ways, it is already here. IBM suggests 5 trends to begin …
How great leaders inspire action
Why is important. It is in fact the starting point. Without it, our business, is just another commodity. Plenty of …
“Screw business as usual….this is the real world.” ~Brian Solis
Brian Solis is principal at Altimeter Group, a research-based advisory firm. Solis is globally recognized as one of the most …
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 …
How do you turn bad customer service into a win-win?
Customer service isn’t always easy. No product or service is perfect. Customers get frustrated. There are some basic principles that …
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 …
How can you turn a problem into an opportunity? Great service is the key!
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
What is the urgency of now?
Jon Swartz is a veteran technology reporter based in Silicon Valley currently covering emerging and disruptive tech at USA Today. …
Customer engagement is not about voodoo
Engagement is not about voodoo. It is however as much about art as about science. It also draws heavily from …
The mobile war, transforming customer expectations and business capabilities …
John Colony, CEO of Forrester Research has a great blog article about the The Mobile War. Written in October of 2012, it …
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. …
Digital media is fragmented globally
In our globalized world, it is strange how fragmented the world of digital media still is. Graham Spencer of MacStories …
How does your company moments of truth look?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
The Acute Heptagram of Impact. Should you get it tattooed on your hip?
This makes a lot of sense. Many times we focus on what we are good at but ignore essential items …
How important is the moment where a customer decides to engage?
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
How does the customer experience look on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
Are we witnessing the “last breath” of the customer sales funnel?
Over the years, companies have developed various models to explain customer behavior. Most of the ones I have seen have …
What does employee engagement mean to the Digital Executive?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Is the connected customer distracted or engaged?
We see it every day. We are at an event and someone holds up their phone to video or take …
What is your cloud strategy?
Where is the Cloud going over the next few years? Have you defined your strategy to move there yet? According …
Now is the time to make different decisions
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
What is the future of digital education?
What is the future of digital education? More and more, we are all learning this way. While it can’t completely …
Why you should widen your view from generations to connected customers
We are beginning to think about engagement in terms of is it social or is it mobile? If our company …
Why creating great employee experiences is important to the customer experience
Our people create the experience, whether it is digital or in person. We can’t seperate the employee experience from the …
What is digital disruption?
What if someone with 1/10th your cost structure launched a full scale attack on your business tomorrow? Will you be …
The American Red Cross: Adding Digital Volunteers to Its Ranks
When we think of the digital nonprofit, are we thinking how to digitize everything? There is obviously a huge push …
Get ready for a new generation of customers
Are you ready for a new generation of customers? Company executives, meet the Millennials. Millennials, meet XYZ company. Oops, there …
How secure is cloud computing?
I have been having a lot of conversations about how secure Cloud computing is or isn’t. I have given briefings …
Guest Blog: Robert Hunt — The proper use of social media
Robert Hunt is the Owner of Hunt Consulting DFW and is a Marketing Leader and Business Development Professional with over …
The Digital Executive: Act like you are a global company
You are a global company. Do you act like it? Your audience is 2.4 billion potential customers. You have international …
How much does it cost you to get one new customer?
In the world of marketing and the customer experience, there are two things worth knowing. The Digital Executive knows the …
Technology won’t save you
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that customers …
How to drive innovation and deliver results
Here are some great ideas and a cool infographic from CDS Global on how to drive innovation. Stop Start Try …
Your passion for your mission and your customers can turn you into a hero
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Why should I do the extra work?
This is invaluable. This perspective, regardless of what your boss thinks, is worth its weight in gold. Work is a …
Focus your changes on engagement and not technology
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
What does it mean when online news surpasses newspapers and radio?
You could see this coming but it is still amazing to know it has finally happened. I’ve noticed my own …
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