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 […]

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 […]

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: […]

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 […]

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 […]

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 […]