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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...

Can we turn the pyramid upside down without the customer?

Hierarchy as a factor of organizational complication When we talk about pyramids, we're of course talking about the hierarchical pyramid, which is the culprit behind...

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...

No ! Experience is not a matter of content only.

Even if everybody's talking about customer experience there's no precise and shared definition of it and that allows service/tech providers to stay vague and...