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 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 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 […]

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 […]