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Category: Digital Transformation

Digital is not just marketing

Whether I'm reading studies or job offers or listening to a conversation on the subject, there's something that really irritates me: when we talk about digital, we immediately veer off into marketing and customer relations, as if we've forgotten that employees are also users and that an organization's digital performance begins internally. Yes, branding and customer experience are essential, but the best external promise won't hold up if the internal workings are dysfunctional. Digitalization is not just about optimizing a landing page or tracking click-through rates. It's also what makes or breaks the...

Digital is not just marketing

Whether I'm reading studies or job offers or listening to a conversation on the subject, there's something that really irritates me: when we talk about...

HR and IT merger: Moderna redesigns its organization for and with AI

Sometimes organizational decisions, beyond mere cosmetic changes, embody fundamental trends in the organization of work. The recent merger of the HR and IT departments at...

The limits of technology-driven transformation

Speaking of organizational transformation, there are topics that are a bit like perennial favorites in the sense that with every major technological innovation, we see...

How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...