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Category: Digital Transformation

Anticipating the French way: when anticipating means reinforcing the status quo

1994: the Thery report on "information highways" The year is 1994. The world was beginning to whisper the word Internet, Al Gore was dreaming of “global communications networks” and “participatory democracy”, and American giants like Yahoo, eBay and Amazon were preparing to revolutionize our daily lives. Meanwhile, in France, the Théry Report (30 years after the publication of the Théry Report on information highways), a masterpiece of visionary analysis commissioned by Édouard Balladur, is being published. In this report, we learn with confidence that the Internet is nothing more than a “precursor...

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...

How about getting rid of pre-digital bandages?

Digital transformation doesn't work. This is the lapidary statement that we often hear and which is not lacking in foundation. It doesn't work because like...