Clik here to view.
Customer Experience As Idea, Not Methodology Nor Technology
As a thinker, I am struck by how rare original thinking is in the organisational world. As a thinker, I am struck by how little thinking – as in stopping and reflecting on that which is occurring and...
View ArticleClik here to view.
Customer Experience: Summing Up 2014
I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station In an earlier conversation I shared the following: I arrived at Paddington Station and made my way hurriedly toward the...
View ArticleClik here to view.
Customer / Leadership: What Is The Access To Cultivating Greatness?
It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack a crystal ball. Further, I say that the future is not already made. The future is...
View ArticleClik here to view.
What Is The Single Most Critical Factor in CRM / CX / Digital Success?
Recently I was pitching for new work and the question that keeps coming up came up. This question is alway some form of “What is the single most critical factor in ……..?” Examples include: What is...
View ArticleState of Customer: What I Learned During 2016
Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational...
View ArticleWant to Make a Success of Your CRM/CX/Digital Initiative? Listen to Montaigne
I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods? What about CX. marketing automation, and digital transformation initiatives? I don’t remember reading any...
View ArticleMeditation on Customer Relationships & Experiences
One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured this out? Really, lets stop and really sit with this...
View ArticleDCX/CRM: Avoiding Failure (1)
Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation”...
View ArticleDCX/CRM: Avoiding Failure (2)
In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes...
View ArticleDCX/CRM: Avoiding Failure (4)
This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here. Wishful Thinking Leads to...
View Article
