Tag Archives: Customer Experience

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

Posted in Change, Leadership, Management, Psychology | Tagged , , , , , , , , , | Leave a comment

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

Posted in Design, Digital Transformation | Tagged , , , , , , , | Leave a comment

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

Posted in Digital Transformation | Tagged , , , , , , , , , , | Leave a comment

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

Posted in Change, Design, Digital Transformation, Strategy, Technology | Tagged , , , , , , , | Leave a comment