Every organisation is doing “something, somewhere” around digitization. But there should be no grey zone: All business, process and functional requirements for a CRM platform must be business-led. In many cases, I see that IT is ahead of the business […]
Hello! Today I wanted to share a valuable lesson I learned when I was starting my career as a consultant at CapGemini ā The complexity of integration in digital transformation initiatives. When I embarked in one of my first projects […]
IĀ care about business users š¤. And I am a firm believer that in any digital transformation project, we must remember that they are the true VIPs of the show. But what does it mean to successfully address the usersā needs? […]
Digitalization is not a product or a service that you can plug and play. It’s a journey and a change in mindset first. š® Any organisation needs to adapt to compete in its business environment. It has always been the […]
Do leaders really make a difference in digital transformation? I got this question from students in Business Management here in Stockholm. It’s a very relevant one. Since most of the time, we talk about the importance of a strong executive […]
And the first question to ask should be: What are we trying to achieve? Alternatively, what is the problem we are trying to solve? Here, taking a process approach will make life easier. Many operational inefficiencies and their root causes […]
There is something very instructive in how organisations approach digital transformation matters. For some, taking a technology-only view is not a problem. At least, in theory. At least, at the very beginning. This is when you hear statements like “CRM […]
There are always enhancements to be made to a CRM system. Any organization that is happy with what it has, needs to question itself. Many business executives say they are not (or never) satisfied with their current CRM solution. They […]
Do you find hard to explain what you do for a living? To your mum? to your dad? To Harry Potter’s fans? I do. How many of us have encountered this question. āWhat do you do in life?ā and feel […]
Digital transformation is not only about changing the way businesses operate by using new technologies. It is rather more about new processes, business models, and organizational practices. Iām listing here some of the 10 lessons learned and best practices I […]
These are the kind of excellent ways to wreck apart your CRM project. If we were really being honest about CRM initiatives performance, we may be wondering why some projects result in very strong benefits – growing profit or reduced […]
Everyday I see more and more organisations working on some kind of harmonisation of their CRM processes across their international operations. They want a common set of processes to be deployed globally, and all enabled by a technology platform. Precisely […]
In the very near future, Voice User Interfaces will progressively integrate with front office and CRM systems. This is a fact. Voice User Interfaces have the potential to become the next killer application. This is my belief. In my previous […]
SAP and Siebel are head to head! Hey Didier? “Youāre kidding, arenāt you? It’s Monday. We’re supposed to be moody!” Haha! Those were the headlinesā¦ 20 years ago (13 February 2001). For the admirers of Salesforce & Co, I was […]
“Digital and Value Creation: Where Do European Banks Stand?” This is the new 2022 research conducted by the market agency D-Rating. I like to compare performance year after year. So I monitor the D-Rating report every year for the Nordics. In […]
Just sharing a new report on Cloud that came on my table this morning and that I have found interesting: “The State of the Cloud 2021: The Hybrid, Multicloud Forms the Foundation to Digital Organizations” Quoting some of the interesting […]
Comments on Gartnerās three important ways Artificial intelligence (AI) can benefit Customer Service Operations. Gartner has recently published an engaging article on Artificial Intelligence (AI) in Customer Service operations (Dated 19 January 2022). This article is available online on Gartnerās […]
Food for thought. A 2022 High Growth study by Hinge Research Institute shows that 4 key factors explain how some B2B services firms grew 4x faster and were twice more likely to be highly profitable than their slower growing peers: 1. greater […]
Integration across systems and organisations has been the trajectory for more than 5 decades now. In the recent past, I was fortunate to be involved in some Open Banking initiatives where I could learn more about APIs on the field. […]
People often ask me what trends I see today in the CRM and digital transformation fields. It is a kind of legitimate to try to understand what is happening today and foresee how the future will be. In this series […]
FYI i will attend the TechArenan summit on Novermber 12, 2021. Link to register if you like: TechArenan summit 2021
Sharing: Interesting report fromĀ IMD Business SchoolĀ discussing why organisations are struggling with their digital strategy, highlighting that the problem is within the structure of organisations itself. Read more on IMD’s website: https://www.imd.org/research-knowledge/reports/digital-vortex-report-2021/
The best articles from the web that came on my table this weekĀ 15. Highlighted: Embedded finance by Nordea, the future of bancassurance by McKinsey, the interesting story of Dixa, a convervational engagement firm, and foreseeing the future with the “Gen […]
The best articles from the web that came on my table this week 13: Transitioning from matrix to agile, KPIs, banking and mortgages, customer service, and the impacts of digital transformation. Ā The Fundamentals of Transforming from Matrix to Agile […]
Today, I am ājoining the Movementā and I am speaking with Pino Roscigno, who is the Commercial & Brand Director at Stadium, the leading sporting goods retailer in the Nordics. I would like to understand how market and technological dynamics […]
2020 has been a surrealistic year. With Covid-19, thousands of people and companies quickly adjusted to a new way of working that we all called WFH. Some moved quicker than others. For some, it was business as usual, for others, […]
My best picks from the web this week 47. This week:Ā 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 […]
My best picks from the web this week 44. This week: Salesforce, customer experience, social listening, and marketing. The committed innovator: An interview with Salesforceās Simon MulcahyFirst words: “The cloud software providerās executive vice president and chief innovation officer discusses […]
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 […]
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 […]
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 […]
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 […]
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 ā not against it: How Jan […]
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 […]
Opinion – I have received a good number of reactions and messages after my post last week on the impacts of the current crisis on projects in Sweden. A project manager confessed the decision had been made to postpone some […]
Iām 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 […]
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 […]
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 […]
āMy TOP 5 readsā, Week 8 – Focus on digitization in retail this week + this great article on CDOsā role and future by IMD (Not to miss) The five stages of the Chief Digital Officerāand why they often fail […]
AI and Cognitive, digital transformation, CRM trends, and Retail in āMy TOP 5 readsā this week: 50 Coginitive Biases in the Moderrn World Salesforce Blog: CRM Trends to Watch for in 2020 Evolving digital transformation: McKinsey presents its ābusiness buildingā […]
Week 4 release of āMy TOP 5 reads on CRM, CX and Digital Transformationā. This week, itās about voice AI, conversational AI, customer engagement, customer service, and some lessons learned. The Dangers of Overpromising and Under-Delivering Einstein Voice: Whatās Next […]
āMy Top 5 readsā, Week 3, is on! Highlighted this week are speech recognition, platforms, AI, community fans and lessons learnedā¦ How decreasing time-to-cart can help retailers win more customers in grocery e-commerce? (By Speechly) A Study of More Than […]
“Digital is not just a thing that you can you can buy and plug into the organization. It is multi-faceted and diffuse, and doesnāt 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 […]
