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 […]
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: […]
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 […]
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? […]
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 […]
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 […]
I have received a good number of questions about Advanced Analytics and more especially about Salesforce’s Einstein Analytics in the past few weeks. As there is an increasing interest in my network, I was thinking of sharing more broadly this […]
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 […]
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 […]
Agenda – Live from Microsoft Envision Forum Financial Services with Johannes Anderberg , Sara Öhrvall (SEB), Johanna Norberg (Danske bank), Sophia Wikander (Nordea) on stage. Awaiting for Luthon Hagvinprice (Swedbank) later today. Great insights on what is going on in […]
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 […]
“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 […]
To my friends, Chief Digital Officers / CDOs. Please make sure you don’t miss this article. A must read for you, urgently. By Professor Michael R Wade from the IMD Business School: Link: The five stages of the Chief Digital […]
“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 […]
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’ […]
“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 […]
“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 […]
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 […]
“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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
FYI – I will be attending the Oracle Modern CX Summit on Dec 10 at the Epicenter in Stockholm. If you are going too, please PM me and let’s have a coffee alongside the conference. /Didier
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 […]
Building a Next Best Action strategy at the Pega community event today. Awaiting for clients and integrators to share experiences. I’ve heard Swedish Public Employment Service, Swedbank, Folksam, SKANDIABANKEN ASA, Capgemini, and others are around… But hush… 😉
Payments on the agenda today with P27. Lars Sjögren (P27) and Liz Oakes (Mastercard) on stage. All about payments and ecommerce in the Nordics. Also meeting clients, partners, old colleagues, and friends. From Grand Hotel in Stockholm. Exciting!
Hej! I will attend the Salesforce Sweden Preparty on Wednesday. If you are around, let’s connect! /Didier https://www.salesforce.com/eu/events/details/dreamforce-preparty-sweden-06112019/
Just revisiting the PEGA Business Architect course I attended last year to refresh my knowledge of the platform. Afterwards I will do the same with Salesforce and Dynamics… Life as a CRM consultant…
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 […]
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 […]
Preparing for the long Swedish winter, always a good time to revisit old business classics and new inspiring books. This year, my plan is: 1. Refresh my knowledge on Big Data analytics, through the IBM Big Data platform, 2. Revisit […]
I’m sharing an interesting view on Social Media payments and especially on the collaboration between banks and social media. It came on my table this morning. I am very interested in seeing how this will translate in the Nordics. The […]
Just sharing. Interesting PoV. I’m glad to see that we are eventually starting to talk actual partnerships. Are Open Banking Partnerships All They’re Cracked Up to Be?
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. […]
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 […]
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 […]
Just summarising some of my recent questions on Open Banking. Do they make sense?
I’m at the Stockholm Fintech Week listening about the current status of PSD2. Interesting insights from Tink, Open Payments Europe , Northmill, and Zanglar. If you are attending too, let’s connect Key takeaway: Still a lot of work to be […]
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 […]
Open Banking: The future of banking will be driven by open business models and APIs. The Question: From core competence to market power, what is the best positioning for you? Let’s talk about it!
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 […]
I’m at Salesforce Basecamp this morning. Let’s talk about how to use CRM solutions to manage the partner lifecycle in an Open Banking context. If you are interested to hear more, don’t hesitate to reach me!
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! […]
On my table this morning, an interesting view on business ecosystems by MIT Sloan. I am quickly sharing it. Worth to read Link: The Myths and Realities of Business Ecosystems
On my table this morning, an interesting view on business ecosystems by MIT Sloan. I am quickly sharing it. Worth to read Link: The Myths and Realities of Business Ecosystems
I read this morning a very interesting report on the Nordic Financial Services market by PA Consulting. It is not so often that we have a nordic perspective in reports. I am sharing it. It features Nordea’s cultural journey (Tabitha […]
Pro tips of the day: 3 leadership lessons from climbing by Inc.com. Good reading. I would also add 3 items: Determination, Focus, and Self-discipline. Obvious? Link: 3 Unusual Leadership Lessons From the First Free Solo Climb of El Capitan
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 […]
I like this statement by Nicholas Negroponte in “Being Digital” (1995). Very relevant in the era of Open Banking! I have just re-read his book during this festive break. I recall reading it for the first time when studying Information […]
To the Open Banking community. On my reading list this morning I came through an excellent article from the CGAP on the types of APIs provided by Financial Services. I extracted this graph from the article which I have found […]
“Digital is not just a thing that you can you can buy and plug into the organization. It is multi-faceted and diffuse, and doesn’t just involve technology. Digital transformation is an ongoing process of changing the way you do business”. […]
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 […]
Have you attended the Microsoft Pivot Financial Industry Week held from November 26 to 28 in the Microsoft Technology Center in Stockholm? During 3 days, Microsoft organised talks, inspiration and panel discussion on the digital bank of the future I […]
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 […]
Very excited to be at the Swedbank Open Banking event today and hear Emma Strömfelt talk to the Fintech community about Swedbank’s approach to collaboration and innovation. Thanks to Swedbank and Emma for sharing your insights!
