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.
Transformation is difficult for ourself and to do in established environments. Have you ever tried to transform yourself? Have you ever tried to transform business processes, structures, thinking, etc.?
Everyone is telling you what you have to do and what he is doing is a must and essential. Thousand of buzzwords are flying around, and you need to have the ultimate strategy, because this is part of every talk, every networking event and conference.
2019 is now there…. Have you made your planes already? What is your resume for 2018 and what are you going to change?
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.
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.
Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital Darwinism has no choice but to #adaptordie. But customer experience in of itself is not enough. Brands must understand what it means to compete at a time when people are not only changing, their priorities around values, aspirations and loyalty are also shifting. Humanity is now the killer…
The digitization is pushing us into the direction where we need to re-think traditional ways of communication and interaction. We interact with user / consumer through marketing communication, products and services, through support and my other channels. “Data is the new oil” is a slogan everyone has read. The user / consumer get’s a huge […]
Growth and Customer Centricity / Customer Experience, does this fit together? Where should I focus on, on the customer or the ROI? True is, that things are changing fast and agility is what’s needed to follow this speed.