Culture eats process & strategy for lunch, but without processes & strategy there will be no culture. – There is no either or. We are process and result driven, but that’s not all and shouldn’t be the only focus if we want to change things and grow these days. Just focus on process & strategy is a dead end. The culture should be within the boat.
Just an end of week thinking — We are talking about great systems with buzzwords like AI, Next Generation…., Real-Time and much more. We read reports from Forrester and Gartner to compare which system is the best for us and attend conferences to hear the latest and greatest news. But… are this things let us win?
Ginkgo should be very good for peoples memory and thinking. Thinking is why I’m not a big fan of the Customer Journey. People typically think in drawers. The Ginkgo leaf shows that there are hundreds of lines which comes together. Customer Journey thinking limits ourself to much an drawers and makes it difficult to think out of the box, change ways and be flexible. Let’s do the right things with the right view.
Do you know what a CSS is? CSS is well known as “cascading style sheet” and defines the look of a website. But what has CSS to do with #CX, #Strategy and #Change?
Agency vs. Management Consultancy… or People vs. Processes – Meeting people and talking about topics drives me always to re-think topics, directions and ideas. Sometimes it’s just the half of a sentences which point me in a direction and let me brood about something. Now I came to the different direction, the different culture and the different approach between agencies and management consultancy.
It’s a fight between online and offline. Amazon is well known for his platform strategy and is very successful with it. On the other site there is the cross-channel strategy which has it’s advantages. Some voices say that a platform strategy is killing offline within commerce. What is the truth? What is the solution?
We are talking about CX, UX, BX and much more. Some say UX is part of CX and others vice versa. But why? What is the truth? What about BX or EX?
Is it a fight between a brand and the customer? Both have historically different interest and they still exist. Which view do you have? Is it possible to bring both interests together or is the customer so dominant these days that the brand needs to step backward?
Building a DX strategy is not that easy as you may think. You are doing digital, you have a strategy and you know that the customer focus is most important? Great! ….but let’s look behind.
Customer Experience (CX) is one of the most important business driver. To be in the driver seat you need the right methodology and strategy. But what is a methodology and a strategy? How can we map this with #CX?
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Leading by Vision – Success Stories