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AI First is not AI Only: clarify your intentions before transforming your business

When businesses talk about their ambition to become "AI First", there is often confusion about associating this orientation with widespread automation, as if asserting the ambition to integrate AI into their operations, their delivery model, or even build around it meant envisaging the gradual replacement of all human activities with models and agents. This is a shift in thinking that has not yet been reflected in a shift in vocabulary, but we must call things by their proper names and highlight this reality. Albert Camus told us that "To name things wrongly...

Experience is at the heart of digital transformation

Digital transformation is a complex matter for most of organizations that don't exactly know where to start. Hesitating between focusing on management or technology,...

Customers and the bring your own experience era

It took time before the message got understand and anchored into mindsets but it seems we've reached a tipping point : customers value experience....

How does digital transformation look like #2 : the invisible part

Limiting digital transformation to the implementation of an enterprise social network, a disrupting initiative in the field of customer relationship or the use of...

When it comes to digital the C-suite must unite for the customer

Every year IBM uses to deliver a study on a given field of business activities based on CxOs interviews. One year CEOS, another CHROs...

Reconcile data to reconcile with customers

Today there's no company that does not proclaim its customer orientation even if looking at the facts often makes wonder if it really goes...

How does digital transformation look like #1 : the visible part

Once leaders have understood there may be reasons to change things, the first question that comes is "what should we do ?", "how will...

The Whys of the digital transformation explained to the C-Suite

Digital transformation programs are flourishing inside organizations whatever the name they're given. No matter if things start wich collaboration, customer relationship, learning organization etc.,...

The day brands will be better at home than on Facebook

How many times did we hear Oracles predicting the end of Facebook ? Lots of times and so much that no pays attention anymore...

What about the employee journey in the work environment ?

I already mentioned the existing asymmetry between customer and employee facing digital initiatives. One of its most remarkable expression is the famous "customer journey"...
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