We are dealing with(in) strange times. Everyone is talking about the new normal… but what does this mean? It is not just how we work and the #NewWork hype. Already last year (or maybe longer) many of us have had the feeling that things are changing.
It’s not a secret… the digital maturity of companies is often at the beginning and the speed of digitalization is low. How does it look like with the CX maturity?
More business in times of Corona? The questions is…how? More telecommuting, more remote hiring capability, more distributed workforce vs HQ centric?
Has the race from the last years to be continued for 2020 and the following years? Let’s orchestrate an entire new orchestra with new and existing kinds of musicians.
First of all it’s the mindset! We still build Customer Experience around the Brand and not vice versa. We can’t let go what we have learned for decades.
In a world where digital technology is evolving faster than organizations can adapt, it’s no secret that companies are investing in digital transformation and corporate innovation. But who is leading the charge?
End-to-End approach instead of silo or channel thinking. We are playing in silos which is still working for now… but how long will this last?
We have an orchestra with great musicians. We have different channels / areas like strings and wind musicians. What we need are more maestros with a holistic understanding, a detailed acting and a vision to bring things together in an innovative way.
Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.
Very often I see people talking about all the buzzwords and then they start doing something “new”. In real they don’t dare to change something fundamental.