Trends & Concepts

CRM and Government

CRM and Government

Over the summer multiple events have pushed me to the conclusion that CRM and government are natural complements and that it’s just a matter of time before they meet. It would represent a huge opportunity for the industry and my full thoughts are available in this white paper. The common denominator is people. Whether we’re […]

#CXOTALK Customer relationships and user experience

#CXOTALK Customer relationships and user experience

Becoming customer centric is a core goal for virtually all digital transformation projects. Analyst and author, Brian Solis, shares practical steps on how to achieve this critical goal.

#CXOTALK McKinsey Partner explains digital marketing

#CXOTALK McKinsey Partner explains digital marketing

The global co-leader of Digital McKinsey, David Edelman, presents key success factors in the journey to digital marketing. His practical advice is essential reading for every marketer and CMO.

We are all outcome workers, whether we like it or not...

We are all outcome workers, whether we like it or not…

If you run any type of business operation or P&L, you’re quickly realizing your number one challenge is getting your people to help you achieve the results your business needs to be successful. Your strategy has to be about promoting a mindset where people focus on what they are contributing to the business, not the amount of […]

The bar for digital experience is rising in exponential times

The bar for digital experience is rising in exponential times

Most companies are still plugging away, digital channel by digital channel, at creating the experiences they think their customers expect. But the game has changed decisively as entirely new customer-facing technologies emerge.

Will CIOs take ownership of stakeholder 'happiness'?

Will CIOs take ownership of stakeholder 'happiness'?

It’s a very different world today for CIOs seeking to move their organizations into the future. With industry leaders proving that great customer experiences are the key differentiator, some IT departments are becoming much more stakeholder-centric, consumerized, and focused on their satisfaction