Trends & Concepts

A lesson on how not to innovate

A lesson on how not to innovate

Great post on entrepreneur lessons learned by Tod Sacerdoti of BrightRoll. And I completely agree with the lesson “Don’t Innovate.” Perhaps it’s in our blood as entrepreneurs to see a problem we have to solve and try to experiment with it. Let me share a big mistake I made. In short, only innovate when you […]

​#CXOTALK Reinventing the legal industry with AI, machine learning, and augmented reality

​#CXOTALK Reinventing the legal industry with AI, machine learning, and augmented reality

Image from iStockphoto The legal industry has a reputation for being slow to change and behind the curve on adopting new technologies. A credible survey of law firms in the UK indicated these facts: 17 percent of partners in the top 25 UK law firms are women 80 percent of the law firms surveyed see […]

Digital transformation and customer engagement

Digital transformation and customer engagement

As marketers adopt the phrase, “digital transformation,” it has lost specific meaning and descended into a limbo state of vague jargon and buzzwords. However, in the hands of a knowledgeable practitioner, digital transformation means an organization that places customers at the center of its operations and processes. For episode 187 of CXOTALK, I spoke with […]

Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype

Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype

We set out a few weeks’ ago, with support from NASSCOM, to test the views of service buyers, advisors and providers on what the BPO industry needs to do to make the leap from delivering mere efficiency to one that can provide genuine strategic value to clients (if this is indeed possible). As we filter […]