My Top 5 Reads – Week 47

My best picks from the web this week 47. This week: The new elements of digital transformation, data partnerships, integrating marketing and IT, and customer service is having a moment. The New Elements of Digital TransformationFirst words: “Since 2014, when our article “The Nine Elements of Digital Transformation” appeared in these pages, executive awareness of the powerful and ever-evolving ways in […]

My Top 5 Reads – Week 44

My best picks from the web this week 44. This week: Salesforce, customer experience, social listening, and marketing. The committed innovator: An interview with Salesforce’s Simon MulcahyFirst words: “The cloud software provider’s executive vice president and chief innovation officer discusses how Salesforce’s innovation process creates distinctive buying experiences.” Why data is the life force of customer experienceFirst words: “To retain […]

My Top 5 Reads – Week 43

My best picks from the web this week 43. Today: multicloud, Salesforce and Microsoft, Retail, insurance, and a very interesting article on Apple and 5G by Pr. Howard Yu from IMD Business School. Don’t miss it! Not Excited About The New iPhone 12? Apple Is Prepared.First words: “Apple brought all its usual glamour to the unveiling of its latest iPhones 12 yesterday. There […]

Takeaways from Fluido’s webinar on e-Commerce

I just attended Fluido’s webinar on e-Commerce. The topic was about the things to consider when selecting a platform. Great topic! I like Antti Katajamäki’s final takeaways: 1. Customers’ and Businesses’ digital requirements have dramatically changed in 2020. 2. What if 100% of your customer or business partner interactions were digital, how would your digital commerce services stand up? Map the […]

Exploring Customer Experience and Business Agility with PostNord – A Didier meets with CxO series.

Customer Experience and business agility is the topic I am exploring today. In a recent post, I was discussing some of the options organisations have today to address the changing customer engagement paradigm across their value chain. I was arguing that, even though the aim of creating experiences that customers desire and want might sound easy, it often brings new […]

Starting soon: Exploring Customer Experience, a new interview series with CxOs

Launching a new interview series on Customer Experience. On Tuesday 20th, October, I am meeting with Anne-Christine Lane, Vice-President and Head of Analytics & Automation at PostNord, the Nordic Postal Services company. Our conversation? Customer Experience and Business Agility. How can organisations regain a long-term vision and a sense of direction, while being agile and flexible to changes in the […]

My Top 5 Reads – Week 42

My best picks from the web this week 42. Lots of announcements this week. Also we discuss banking and fintech partnerships, and then Big data analytics in healthcare. 5 Bank And Fintech Partnership Ideas To Generate RevenueFirst words: “Today’s realities in the banking industry:1. Banks and credit unions need new sources of non-interest income.2. Fintech startups need to start generating […]

What’s New in Pega’s Customer Engagement & CRM 8.5

Pega introduces its new 8.5 release. Here are the links to Pega’s site detailing the new enhancements: What’s New in Pega Platform What’s New in Customer Engagement & CRM Pega Sales Automation Pega Sales Automation 8.5 Release Notes Pega Customer Service Pega Customer Service 8.5 Release Notes Financial Services 8.5 enhancements Healthcare 8.5 enhancements Insurance 8.5 enhancements Communications 8.5 enhancements Pega Customer […]

My Top 5 reads – Week 40

Best picks from the web this week 40. Here are my 5 favourite articles published on CRM, CX and digital transformation. On the agenda: Agility within organisation, the CRM market for 2020-2030, customer retention, and some new releases by Microsoft and Salesforce. How to Unstructure Your Organization for the Future?First words: “Multi-layered bureaucratic organizations with centralized decision making and endless […]

What’s new in Salesforce? Check out the Winter 21 releases

Salesforce’s Winter 21 releases are now online. Check out the new features: Multi-factor authentication, Einstein Search Personalization, Salesforce Anywhere (Beta)Work.comService: Service Cloud Voice Streamlined Setup, Omni-Channel Supervisor for Calls, Einstein Bots Templates, and MoreSales: Sales Cadence Improvements for High Velocity Sales, Global Models for Einstein Lead Scoring, Opportunity Deal Change Highlights, and Multi-Cloud Support for BillingIndustries: Document Management, Forecasting, Public […]

My Top 5 reads – Week 39

Best picks from the web this week 39. Here are my 5 favourite articles published on CRM, CX and digital transformation. On the agenda: Salesforce, banking, automotive, and APIs to support the customer experience. Salesforce announces Meetings, Einstein Video Call Coaching and more tools aimed at improving virtual salesFirst words: “As sales organizations shift to handling most, if not all, […]

My Top 5 reads – Week 38

Best picks from the web. Here are my 5 favourite articles published on CRM, CX and digital transformation I would recommend you to read this week. On the agenda: Stockholm’s Fintech scene, data and analytics, content strategy, and customer onboarding. Data and analytics are propelling organisations into the futureFirst words: “In the Leadership Series EDGE Webinar titled ‘Embracing Data and Analytics […]

Online event: CX Transformation Nordics, 2020

Who is joining the CX transformation Nordics this year? It is an online event covering topics as customer centricity, how to lead successful CX initiatives, or customer service. I will especially attend the session “Transformational customer centricity: How CX is being used as a measurable KPI across the organisation” by Kati Packalen, Head of Customer experience at Postnord. This is […]

Is your organization ambitious enough to deal with the new customer engagement narrative?

With the rise of digital business models, ecosystems, and the greater maturity in technologies such as AI, most organisations are forced to revisit their business models and the way they engage with customers. In this paper, I am exploring some of the options business units managing customer experience have to adapt in order to address the many challenges they are […]

My Top 5 Reads – Week 35

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: B2B Fintech, Amazon, Salesforce, retail and AI. What Amazon is Doing in Financial Services like Fintech“From payments to lending to insurance to checking accounts, Amazon is attacking financial services from every angle without applying to be a conventional bank. Salesforce Positioned by Gartner as […]

My Top 5 Reads – Week 33

Hi everyone! Lots of good articles on CRM and DX this week. Here is my selection of the ones I like best. All with a great smile because it is still summer! On the agenda: AI, Conversational analytics, retail, and customer journey map. Lack of Skills Threatens Digital Transformation“As the COVID-19 response accelerates the speed and scale of digital transformation, […]

Free webinar: 4 things to consider when selecting a new eCommerce platform, by Fluido

Every business has unique needs, and your eCommerce platform should also reflect that. Choosing a new eCommerce platform to support your online business can be a challenging task. E-commerce is often a long term commitment involving a significant investment of time, money, and efforts in development, customization, deployment, and maintenance. The way you approach and prepare the selection process, ensure […]

My Top 5 Reads – Week 27

I am sharing the 5 articles on CRM, CX and digital transformation I liked best this week. On the agenda: Retail, Financial Services, mobile, and customer sentiment… Why Some Retailers Are Thriving Amid Disruption“Retailers that successfully adapt to the pandemic’s social-distancing requirements offer a model for making a quick digital pivot.” McKinsey Survey Reveals Consumer Sentiment Improving But Shifting Brands And […]

My Top 5 Reads – Week 26

Lots of good articles on CRM, CX and digital transformation this week! Here are the ones I liked best. On the agenda: Banking, Salesforce, Employee Experience, and digital transformation more generally. With human nature – not against it: How Jan Wallander made Handelsbanken unique“Handelsbanken has no sales or product targets, doesn’t believe in bonuses and empowers branch managers to make […]

My Top 5 Reads – Week 25

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Banking, Salesforce, Omnichannel marketing, and Temenos. Now Is The Time For A Conversational Approach To Customer Experience“In a recent session at Pegaworld iNspire, Paul Greenberg, best-selling author of CRM at the Speed of Light and The Commonwealth of Self Interest was talking with Pega’s Vice President, CRM Product Marketing, […]

Mulesoft Connect Digital, 2020

I’m at the MuleSoft CONNECT Digital today. All online of course! On my agenda: keynotes and breakout sessions to discuss APis and integration.  There are very good whitepapers, webinars and materials: API strategy essentialsConnectivity benchmark reportHow to articulate the value of integrationUnleash the full power of Salesforceetc…

My Top 5 Reads – Week 23

Hi everyone! I’m sharing the 5 best articles I have read this week. On my table: cross border data, data policies, Open Banking, marketing, and manufacturing. Importance of cross-border data flow“Passing digital information between countries, even though code requires no passport or transportation beyond the internet superhighway, is regulated as if it is a physical commodity. This movement (exchange) of […]

My Top 5 Reads – Week 22

I am sharing the 5 articles on CRM, CX and digital transformation I liked best this week. On the agenda: AI, Insurance, networking tools, and marketing. AI Devours Data!“Those who have worked on Machine Learning (ML) projects know that ML requires a large amount of data to train the resulting algorithms.” Inside the NSA’s Secret Tool for Mapping Your Social Network“Edward […]

My Top 5 Reads – Week 21

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: B2B selling, video, CX, and retail… 5 data-driven principles for the Chief Data Officer to reshape CX strategy“Customer data platforms (CDPs), data-driven projects, big data, analytics centers of excellence, digital transformation – popular concepts these days.” Video Innovation Will Change Society“Our forced reliance on […]

My Top 5 Reads – week 20

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Steve Jobs, CX, and digital strategies. Steve Jobs VS Reid Hoffman: Which Philosophy is the right one?“Founder of LinkedIn and former PayPal executive vice president, Reid Hoffman famously said: If you’re not embarrassed by the first version of your product, you’ve shipped too late”.“ […]

My Top 5 Reads – Week 19

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce, AI, Supply chain, and B2B sales Salesforce Summer ’20 Release Notes (By Salesforce)“The Summer ’20 release delivers innovations across the entire Customer 360 Platform to support you in times of change.” How The “Amazon Effect” Is Impacting B2B Sales (By SAP)“In the consumer space, we’ve […]

My Top 5 Reads – Week 18

5 new great articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce vs Pega, supplemented with Gartner’s and ISG’s analyses. We are also speaking about 3D. Magic Quadrant for CRM and Customer Experience Implementation Services (Gartner)“Decade-high demand for CRM and CX implementation services including design, UX and e-commerce saw providers in this study grow […]

My Top 5 Reads – Week 17

Hi everyone! I’ve just released my selection of Top 5 Reads for this week 17! It includes interesting insights from Thomas Siebel on AI in the Oil & Gas industry (remember Siebel CRM?). Also featuring Retail, Salesforce and Microsoft. How to be more strategic? MSDW Podcast: Frieda Maher on the challenges of the sales back office Salesforce’s Rise to the […]

The call for urgent action in Customer Services

According to a recent PEGA study, employees facing customers are often frustrated with the level of service they can provide to customers. They denounce inadequate technology and processes that limit their effectiveness. The survey shows that 81% of respondents mentioned fast resolution among the four most important factors for quality of customer service. Speed is however not the only consideration. 72% also […]

Focus on business ecosystems: Leveraging partners in disruptive times

Commentary – We were around 350 people and prof. Mark Greeven shared some great insights and practical examples on why and how organisations should leverage partners to build sustainable businesses. On ecosystems – Have you listened to IMD’s webinar on “leveraging partners in disruptive times” last Tuesday? (The one I was talking about in a previous post). Working with partners […]

One quick comment on Gartner’s 2020 Magic Quadrant for Digital Experience Platforms

Commentary – Gartner has just released a 2020 quadrant for Digital Experience platforms (DXP), basically revamping the classical Web Content Management MQ with a new terminology and enlarged scope. It is true all WCM solutions now include enough features to encompass a digital experience. It is also true that, from a functional aspect, there is little differences between solutions. At […]

My Top 5 Reads – Week 16

Hi everyone! Lots of good articles on CRM and DX this week. Here is my selection of the ones I like best. All with a new layout because it is spring, and we are all moving towards a sunnier and warmer time with a smile. 7 Ways to Analyse a Customer Journey Map A Startup Guide to Creating an Ideal […]

Free webinar: Leveraging partners in disruptive times, by IMD Business School

Agenda – There is a webinar on “leveraging partners in disruptive times” at IMD Business School on April 14 (11-12 CET) by Mark Greeven, professor of Innovation and strategy. Working with ecosystems of partners requires thinking and I’m eager to listen to Mark Greeven‘s view on this interesting topic. Ecosystems have been on the agenda for some years, boosted by […]

Perspective on Covid-19 crisis and digital maturity

Opinion – The Covid-19 crisis is revealing flaws in business continuity plans and weaknesses in value chains, exposing business and people alike. Most business continuity plans were based on a few number of key employees performing critical functions. They were not made for a large number of employees suddenly working from home. As a result, bits and pieces were missing: […]

My Top 5 Reads – Week 15

I’m sharing my favourite articles this week on CRM and Digital Transformation. Have a nice Easter break! The New Rules of Marketing Is COVID-19 Forcing Your Digital Transformation? 12 Steps To Move Faster Quantifying the value of UX Customer Offboarding: How to Deal With Churn Advanced Remote Selling

Spotlight on local CRM resources

Some of my contacts in Sweden are confessing to me that their CRM projects are now at risk. The reason is that some of the critical project resources from their integration partners have been stranded abroad for 2 weeks now and will still be for a while. I can see a general trend unfortunately. Often, integration partners rely a lot […]

My Top 5 Reads – Week 14

I’m pleased to share some good articles I have read this week on CRM and Digital Transformation –  #myTOP5reads How to Maintain Customer Relationships While Working Remote How to Provide Customer Support on Social Media Faster What Is Marketing Orchestration? Top 3 ways to increase engagement in e-commerce Gartner: Top-performing companies understand CX

My Top 5 Reads – Week 13

MyTOP5reads for this Week 13 focuses on voice and AI in Marketing and customer engagement. Also an analysis of the CRM leading solutions Is Voice The Next Big Thing To Transform Consumer Behavior? 3 Powerful Ways AI is Changing the Sales and Marketing Experience Right Now Dreamforce 2019 Management Journal On CRM: From Salesforce To Zoho, Which Of These 10 […]

Focus on mitigating risks in pricing

I had this exciting discussion yesterday on the risks arising from having inconsistent pricing models and systems. The context was B2B commerce with sales people using multiple pricing tools. This is obviously leading to significant issues such as inconsistencies in prices, excessive tactical discountings, over-generous contracts, or jeopardizing margins. We all know that in some cases like in Asset Management […]

My Top 5 Reads – Week 12

Here are myTOP5reads for this Week 12. 100% Corona-free. This week, my selection of the best articles on CRM and DX focuses on Marketing, Salesforce’s industry solutions, and agility in banking… Modern marketing: What it is, what it isn’t, and how to do it Why Gartner Thinks Most Marketers Will Abandon Personalization by 2025 Salesforce’s acquisition of vlocity may shake […]

My Top 5 Reads – Week 11

Focus on Healthcare, contact centers and digital transformation this week. My TOP 5 reads (Week 11). As Salesforce builds up industry-specific focus, Health Cloud gets new features Managing the fallout from technology transformations How CIOs Can Embrace Customer Centricity and Lead Transformation The seven evolutionary stages of analytics in the contact centre: How evolved are you? 360 Perspectives: Embed Customer […]

My Top 5 Reads – Week 10

LinkedIn + CRM integration this week. A bit of AI. Also, because of the season, several recent surveys to understand where we all are in DX and CRM. On CRM: LinkedIn Takes Another Big Step Towards CRM Integration 50 Stats Showing The Power Of Personalization Infosys Digital Radar 2020: Breaking through the digital ceiling Salesforce CRM Review: The Complete Guide […]

My Top 5 Reads – Week 9

“My TOP 5 reads”, Week 9 – with a focus on Next Best Action, AI, and the Nordic banking scene… Augmented Humanity: Creating A Human Context That Technology Can Enhance Next Best Action: High-performing operating model (By Pegasystems) Get Started with Einstein Next Best Action (By Salesforce) What’s going on in the Nordic challenger bank scene? Privacy And Personalization Clash […]

My Top 5 Reads – Week 8

“My TOP 5 reads”, Week 8 – Focus on digitization in retail this week + this great article on CDOs’ role and future by IMD (Not to miss) The five stages of the Chief Digital Officer–and why they often fail How H&M are shifting their focus from the high street to digital retail Why AI Adoption Starts with Psychology Why […]

My Top 5 Reads – Week 7

AI and Cognitive, digital transformation, CRM trends, and Retail in “My TOP 5 reads” this week: 50 Coginitive Biases in the Moderrn World Salesforce Blog: CRM Trends to Watch for in 2020 Evolving digital transformation: McKinsey presents its ‘business building’ strategy (CxOTalk interview) How to launch an AR/VR-powered retail experience A.I., Machine Learning, and the Future of Marketing

My Top 5 Reads – Week 6

“My TOP 5 reads” brings us this week to discuss AI, DX platforms, trends, social media, and (non-digital) must-read books on CX. Einstein discovery (AI) – Customer churn analysis for a lottery company Gartner: Digital experience platform providers face growing challenges (By CMO Australia) CRM Trends to Watch for in 2020 (By Salesforce) Why Encouraging Online Comments Could Grow Your […]

My Top 5 Reads – Week 5

“My TOP 5 reads” brings this week spotlights on marketing technology, customer contact, mobile, and disruptive innovation. Alphabet Soup: Martech Systems Are Letting Retailers Down (By Mediapost) Radical reform – the new model for customer contact (By the Drum) The evolving role of the CIO and CMO in customer experience (By Zdnet.com) 3 Things You Can Learn From Starbucks About […]

My Top 5 Reads – Week 4

Week 4 release of “My TOP 5 reads on CRM, CX and Digital Transformation”. This week, it’s about voice AI, conversational AI, customer engagement, customer service, and some lessons learned. The Dangers of Overpromising and Under-Delivering Einstein Voice: What’s Next for the ‘Alexa of Salesforce’ How conversational AI will boost CX this decade The Field Of Gold: Why It’s Time […]

My Top 5 weeks – Week 3

“My Top 5 reads”, Week 3, is on! Highlighted this week are speech recognition, platforms, AI, community fans and lessons learned… How decreasing time-to-cart can help retailers win more customers in grocery e-commerce? (By Speechly) A Study of More Than 250 Platforms Reveals Why Most Fail (By Harvard Business Review) How the Future of AI Will Impact Business (By Salesforce) […]

My Top 5 Reads – Week 2

Week 2, 2020 of My Top 5 reads is now released! This week, my personal selection of articles on CRM, CX and digital transformation includes: AI vendors to watch in 2020 and beyond Why You Need To Consider IoT In Improving Customer Experience How to balance fraud prevention with great customer experience What’s Been Missing From Client Experience: Humans What […]

My Top 5 Reads – Week 1

Be inspired in 2020! My TOP 5 reads continues this year! My own personal selection from the best from the web on CX, CRM and digital transformation. The Power Of Purpose: How Salesforce Impact Labs Is Helping Innovation Scale How the Future of AI Will Impact Business Insurance Industry Headings Towards Marketplace Model Three Technologies That Are Transforming The Retail […]

My Top 5 Reads – Week 52

Last time for this year! My Top 5 reads on CRM, CX and Digital transformation this week (Week 52). Enjoy the festive days and see you next year! Customer data platform tools top priority list for big vendors AI Customer Service Will Save You Money, but it Might Cost You Customers The Next Decade of Data: Why Retail Marketers Will […]

My Top 5 Reads – Week 51

My Top 5 reads on CRM, CX and Digital transformation this week (Week 51): How The Salesforce Revolution Can Guide Marketing And Communications Firms’ Evolution Branding is dead, CX design is king An Overview of Artificial Intelligence in Salesforce Einstein How to find out if your CRM switch is a beneficial step for the organisation The applications of AI in […]

My Top 5 Reads – Week 50

FYI – Here are my Top 5 reads on CRM, CX and Digital transformation this week (Week 50, 2019): Three barriers holding back the next wave of female digital leaders Michael Machado of Salesforce: Voice is the Future of CRM Forget digital transformation: Companies must evaluate digital maturity instead How Netflix uses psychology to perfect their customer experience Cadillac Offers […]

My Top 5 Reads – Week 49

My Top 10 reads this week (Week 49, 2019): How shoppable video will change the way we buy things How Norrøna built a recommendation engine that increased conversions by 50% (with just one engineer) Headless Commerce: Why E-Commerce Is Losing Its Head Want More Conversions On Your E-Commerce Site? Live Chat Is The Way Forward Does AI Improve Retail And […]

On AI and CRM

I’m sharing a very interesting article from Forbes on AI and CRM. Worth to read. It discusses ways to combine AI with CRM platforms to improve customer management. It also gives an overview on the kind of topics I’m dealing with on a daily basis. https://www.forbes.com/sites/danielnewman/2019/10/19/ai-and-crm-will-customer-management-get-easier/#2ea559243db9 Some quotes I have gathered: “If customer experience is the center of digital transformation, […]

Focus on Voice AI

At the last WCIT, Gary Vaynerchuk (the famous businessman) claimed that voice AI systems will be everywhere around us within the next decade, meaning we only have to speak to get what we want. At the same time, a recent survey from Gartner (June 2019) forecasts that, by 2023, customers will prefer to use speech interfaces to initiate 70% of […]

KPMG’s Vision 2030

Bundling, unbundling and rebundling of financial services at KPMG’s Vision 2030 in Stockholm. Great insights from Gustav Baltscheffsky (Tink), Ebba Kraemer (Google), Ewan MacLeod (Nordea), Pekka Puustinen (OP), and Hanna Karolina Johansson (Revolut)! Super inspiring! Quick takeaways so far: 1. It is about owning the data 2. Money on autopilot, data-driven and automated with AI 3. Keywords: Control, convenience, innovation, […]

On Knowing Your Customer (KYC)

We all know that KYC is a big challenge to banks, both on the retail and commercial sides. There are interesting ongoing developments here in the Nordics. I am sharing an interesting article from Finextra that gives a good overview of where we are. Quick questions: How KYC will work in an Open Banking ecosystem? Will banks invoice fintechs or […]

On bias in AI

Hej! On my table this morning, Salesforce’s approach to tackle bias in AI. An interesting interview about analytics and AI. Worth reading. I am sharing it. /Didier Link: Salesforce talks about its Einstein Analytics product for financial services and new tools to combat AI bias

Is Open Banking the biggest threat?

Open Banking: 39% of European Financial Institutions apparently view Open Banking as the biggest threat to their business model. 56% fear that cutomer loyalty will be reduced. The Question: Does it have to be that way? Not sure! Isn’t normal for any firm, whatever the industry, to adapt to market changes? Let’s discuss how to address this new business environment […]

Open Banking: On API product ownership.

The question: How do you best set up the right organisation in order to leverage your unique data advantage to compete or partner with Fintech and Bigtech players? This question is actually not new and has been on the agenda for a very long time now, even before the “Open Banking time”. Would Open Banking be an accelerator for banks […]

Sweden Demo Day 2019

I am at Sweden Demo Day, the startup event in Stockholm today. The young and beautiful of the Swedish startup community gathers here! On my agenda, meetings with fintechs, insurtechs, regtechs, clients and partners. If you are around, let’s connect! I just had a great discussion with my friends from Ebbel. If you are a business angel, you would probably […]

Is traditional CRM useless?

Is traditional CRM useless? Will, instead, platforms be the new killer app to deliver an optimal customer experience across multiple channels and siloes? This is the starting point of this article from Frobes. Old same topics, new technology… What is your view on it? Link: 4 Reasons Why Customer Engagement Platforms Will Render Traditional CRM Useless

Slush 2018, Helsinki

Back to Stockholm after some amazing days at Slush 2018 in Helsinki. It was just awesome to meet such a large number of Fintechs. Thanks Galit Lev Ran for introducing me into the world of ultrasonic banking! Terrific also to meet Chris Skinner who brilliantly chaired our panel session. Chris, I have just started your new book “Digital Human” by […]

Announcing the Digital Leaders Awards 2019

Today we are announcing the winners of BearingPoint’s Digital Leaders in Sweden Awards 2019! This is now at Berns, with guest speakers from Spotify, Ikea, and Plan International. I am happy to own the the category “bank” section. Here are the Digital Leaders 2019: 1) SEB 2) SBAB 3) Swedbank 4) ICA Banken 5) Handelsbanken followed by Länsförsäkringar Bank, Nordea, […]