With startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them. The traditional Customer Experience model—referred to as the “acquire what we make” model—is characterized by occasional interaction between the companies and the customers, once a customer […]
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Where and How Does Digital Transformation Actually Create Value?
Most would agree there is tremendous potential for Digital Transformation initiatives to drive value within the organization. However, when we dig a little deeper, people may struggle in answering some basic, qualifying questions… How do our Digital Transformation initiatives drive value? (And, how much value?) Exactly where within the organization is the value coming from? […]
How Do We Drive Breakout Growth through Business Model Innovation (BMI)?
As core markets become saturated with new entrants and products, we find it more and more difficult to grow the core. In fact, the average growth rate in the core business is often less than half of the non-core areas. We find traditional approaches that have historically driven growth are reaching points of diminishing returns. […]
Modernize Your Board’s Role in M&A and Achieve the Greatest Deals
Many large corporations depend on M&A for growth and executives can boost the value that deals create. But poorly executed M&A can saddle investors with weak returns on capital for details. In fact, the margin between success and failure is slim. Many Boards are reluctant to cross the line between governance and management. The level […]
The 4 Tactics our Board Should Adopt for a Long-term, Strategic Mindset
When things go wrong on a grand scale, often we direct our attention to the role of the Board. Debate exudes and often gets heated up and intensifies. This often happens when the Board spends more time looking in the rearview mirror and not enough scanning the road ahead. When this happens, governance suffers. Often, […]
How to Achieve Board Excellence? Have A High Impact, Strategic Board
The pressure on Boards and Directors to raise their game has remained acute. A survey of more than 770 directors from public and private companies across the industries around the world suggested that some are responding more energetically than others. There is a dramatic difference between how directors allocate their time among boardroom activities and […]
How to Use Leavitt’s Diamond to Achieve Change
“The only thing that is constant is Change.” – Heraclitus An epidemic of change is happening globally–reengineering, restructuring, and revamping! Workplaces seem to be launching one change initiative after another. Digital Transformation is happening everywhere. Yet, the hard truth is that many change initiatives fail. Change Management initiatives fail because of the way organizations view change. […]
What Should Constitute Your Omni-channel Customer Journey Design?
Businesses are getting increasingly complex and so are customers’ expectations. Digital organizations are digitizing their critical Customer Journeys at scale to outperform competition. These organizations are using Digitization to create streamlined journeys, which result in more agile IT units, quick delivery of new products, and improved Customer Experiences and Engagement. But before embarking on digitization […]
Customer-centric Culture: An Imperative in Today’s Age of the Customer
The use of the Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want […]
How to Design a Breakthrough Customer Experience?
The constant advancement in technology has raised the expectations of customers in terms of their interaction with companies. This digital disruption is also forcing businesses to develop new capabilities and explore innovative ways and means to deliver improved Customer Experiences. Organizations can overhaul their Customer Journeys by embracing latest digital insights and practices. To develop […]
How Do We Maximize Impact of Customer Experience on Value Creation?
Digitally savvy startups are disrupting markets and threatening conventional businesses. They are doing this by utilizing technology to offer new products and services and providing tailored yet uncomplicated experiences for their customers. Likewise, large traditionally-run firms will have to keep evolving their Customer Experience approaches to secure additional avenues of revenue and to stay competitive. […]
The 6 Core Capabilities of a Customer-centric Organization: Your Ammunition to Winning a Highly Demanding Customer
Today’s customers are better informed, better connected, and more demanding than ever before. CEOs are now concerned about Customer Loyalty and they recognize that mastery of the customer agenda is essential. In fact, global leaders of successful businesses recognize that creating a customer-centric, digitally-transformed business is a top priority. In this age of digital disruption, […]
