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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...

If everything becomes a service, why not businesses?

I wouldn't go so far as to say that the pyramidal, hierarchical enterprise model no longer works, but rather that it doesn't work well...

Exclusive: the (fake) Steve Jobs interview on employee experience

Steve Jobs is known for his obsession with user experience, simplicity, attention to detail, and his desire to see his ideas through to the very...

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...

Experience is the new name for quality and is the result of operational excellence

I have always been convinced that there is a lot to be gained by looking at what works in other sectors and applying it...

Personal data: the fine line between personalization and intrusion

GDPR will soon celebrate its first anniversary. Not all companies are fully up to date and in the end we are not so sure...

How to transform your business with design and customer centricity.

Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before. What we see, in reality,...

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...
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