Business Transformation Requires Transformational Leaders
Leadership and teaming skills are front and center in times of rapid change. Meet today’s constant disruption head on with expert guidance in leadership, business strategy, transformation, and innovation. Whether the disruption du jour is a digitally-driven upending of traditional business models, the pandemic-driven end to business as usual, or the change-driven challenge of staffing that meets your transformation plans—you’ll be prepared with cutting edge techniques and expert knowledge that enable strategic leadership.
Recently Published
A new breakthrough discovery — the Wallet Allocation Rule — is solving the CX metric and ROI problem and opening the door to strategic advances that elevate the role of CX for leading companies by changing the way we track metrics, understand key driver analyses, define marketplace differentiation, and develop strategies to win share of wallet.
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Frictionless Commerce
Merchant mobile payment applications represent a first step toward frictionless commerce but achieving this initial milestone has been challenging in the US.
This article provides specific ideas on how to improve CX, larded with examples, good and bad, from literature, case files, and first-hand experience.
As you read through the articles in this month’s issue, we invite you to consider the customer experience that your organization provides and what lessons our authors offer for improving CX and making it great.
I don’t know how to best identify the point in time when computers merged with communications and became customer utilities and entertainment devices, but clearly that transition was a major step toward creating the digital environment we all live in today.
The task organizational leaders face right now is how to turn their companies into resilient organizations. Though this is a question far beyond the scope of an Advisor, there are three basic capabilities resilient systems need to show: speed, flexibility, and diversity.
We need to understand that a customer’s interactions with our company are just a small part of a bigger picture. The sum of the interactions a customer has with our company isn’t the customer experience, that is just part of the whole customer experience.
Whether we choose to face it or not, digital disruption is here to stay. Whether we choose to accept it or not, digital disruption will affect every enterprise. The jury on our digitized future is still out, and it may be some time before it comes to a unanimous conclusion. In the meantime, there are plenty of serious writers and researchers who predict some significant changes in our world. In this Advisor, I sketch some of these ideas so that you can consider them in your future planning scenarios.