Digital transformation: customer experience isn’t everything


Digital transformation is one of today’s hottest topics. It’s a wide field and the word is often used as a catch-all to mention anything new and technology related. Anyway : it’s a priority issue even if there’s no real consensus on what it means and how to achieve it. The issue of the 2014 State […]

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The numbers we overlook when reinventing work


The world is moving fast, the economy is moving fast, changes come fast and businesses have to keep up with this pace. Innovate, solve problems, handle exceptions faster and at scale. We can talk about that for hours but this sums up everything that force organizations to transform, either they like it or not. That […]

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Who is really benefitting from employee engagement ?


Engagement is now seen as an essential factor of sustainable success. As a matter of fact in a connected world businesses need the active contribution of everyone to be successful. In a world of fierce competition everyone needs to do more than expected to beat competitors. The benefits of engagement are known. Engaged employees are […]

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Wrong assumptions in digital transformation : my Social Business Forum Presentation


Digital Transformation was one of the major topic of the latest Social Business Forum in Milan in early July. It was also the topic of the presentation I gave. Here’s the idea that led to the speech. We see more and more businesses starting such initiatives and, most of times, the have the following discourse […]

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Is technology the last cool thing in Social Business ?


The times where anyone attending a event on enterprise 2.0, social business or anything in this field came back to the office with stars filled eyes are gone. Today, feelings are much more mixed even if this half-hearted impression is quite unfair. Anyway : when a feeling exists it exists, no matter how biased it […]

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The digital transformation is not the future of your business


When businesses talk about their digital transformation, it’s usually in this way : it’s unavoidable, it’s tomorrow, we must get ready. Good. But notice that we used to hear the same about enterprise 2.0 in 2007 and others things in the past and we all know where we’re standing today. Nothing surprising. The more things […]

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Social Business trends from the Social Business Forum 2014 in Milan


The Social Business Forum that took place on July 1st and 2nd in Milan was a good occasion to have a quick but deep overview of the state of the art in social business and in the use of social and digital technologies by businesses. Quick wrap-up of what was “In” and “Out”. Out : […]

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Digital Transformation : the key success factors


McKinsey recently issued a series of articles on enterprise digitization? As usual many regret that they say nothing we already know but the McKinsey signature makes it easier to bring the matter to one’s boss without looking like a fool. However, there are a couple of things that deserve to be repeated again and again. […]

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Why is there customer service and no employee service ?

believe, do, live it - motivational concept

I recently mentioned the concepts of employee experience et employee service. As a matter of fact, if we think that brand experience is a factor of sense making and value creation, that the needed employee engagement implies a symmetric experience inside the company, we can start thinking of “employee service”. If in a flexible, resilient […]

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Participative innovation leads to intrapreneurship at Credit Agricole


A couple of weeks ago I came across a very interesting white paper on intrapreneurship issued by french bank Credit Agricole. I did not mention it on this blog since the content was only available in french but I rencently had the occasion to meet with them to know more about how they were trying […]

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