My Top 5 Reads – Week 41

My best picks from the web this week 41. Here are my 5 favourite articles worth reading on CRM, CX and digital transformation. On the agenda: Ford and Volvo, success and failures, and a view on the Chief Digital Officer’s role.

How Ford And Volvo Are Embracing Next-Gen Experience Management
First words: “If there is one thing I’ve learned through the years, it’s that positive experiences drive engagement and sales. Whether it’s experience with a brand, product or service or with an employee, best practices require a holistic view of every touchpoint of any business. This ranges from online experiences like how easy it is to click through a website, to product experiences and reviews, to the promotional offers consumers receive and the channels through which they are sent, to how they engage with the employees of a business. And like all things, the success of these engagements starts and stops with data.”
Source: Forbes

Automation in government: Harnessing technology to transform customer experience
First words: “Automation can enable governments to provide outstanding levels of customer experience, driven by innovations that are as sensitive to people as they are to technology.”
Source: McKinsey

Digital transformation: The difference between success and failure
First words: “The social and economic upheaval of the last year has shown the value of digital transformation in business.”
Source: ZDNet

Digital business transformation – getting it right
First words: “Executives are mostly aware that disruption is going to hit hard in one way or another and that they need to do something. Indeed, most participants at this event were working for organizations that were themselves going through a digital business transformation (DBT).”
Source: IMD Business School

Chief Data Officer: Blossoming Executive or ‘Unsettled Role’?
First words: “If data is the new oil as some say, someone needs to lead the management of that oil. This, at many organizations, falls on the shoulders of the chief data officer (CDO), or what some organizations label as the chief data and chief analytics officer (CDO/CDAO).”
Source: Reworked

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About the Author

Didier Dessens

CRM and Digital Experience Advisory

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