Tag Archives: Customer Experience

Don’t Forget to Innovate the Customer Experience

Too often we speak about Innovation, Customer Experience, Digital Transformation, Employee Experience and Organizational Change as very distinct and separate things. But is this the right approach? Those of you who have read both my first book Stoking Your Innovation … Continue reading

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At the Heart of Successful Digital Transformations are Humans and Data

Digital transformation has become an overused buzzword. When most people speak about digital transformation, they are really speaking about digitization, digitalization, or digital strategy. They are all very different and none of them are digital transformation. Let’s look at each … Continue reading

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The Rise of Employee Relationship Management (ERM)

What’s in a name? From the early days when HR was referred to as workforce management or personnel management, to the emergence of scientific management and labor unions, the practice of human resources has been constantly evolving. The name for … Continue reading

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Starbucks Upgrading the Last Minute of the Mobile Ordering Journey

Starbucks is definitely regarded as an innovator in the mobile commerce and loyalty space. Starbucks was one of the first retailers (2008) to successfully introduce a card-based loyalty program with broad adoption – the Starbucks card – which not only … Continue reading

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What is digital transformation? – EPISODE THREE – Ask the Consultant

Live from the Innovation Studio comes EPISODE THREE of a new ‘Ask the Consultant’ series of short form videos. EPISODE THREE aims to answer a question that many people struggle to answer or accurately discuss: “What is digital transformation?” Digital … Continue reading

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Why Your Digital Transformation May Be Doomed to Fail

Digital Transformation, like Innovation, has become an overused buzzword that is losing its meaning. Whoever created the Wikipedia page for Digital Transformation defines it this way: “Digital Transformation (DT or DX) is the adoption of digital technology to transform services … Continue reading

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