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Is the customer experience revolution on its way ?

There is not a single business that have not made customer experience its main focus. But what happens in reality ? Where are they in their journey and what's the difference between leaders and laggards ? That's the topic of a recent IBM study titled "The Customer Experience Revolution". Only 16% of business master their customer experience First lesson learned : if everybody's speaking about customer experience, not everyone has the same level of mastery. There are significant differences between the leaders and the others. The study shows that only 16% of businesses...

Is the customer experience revolution on its way ?

There is not a single business that have not made customer experience its main focus. But what happens in reality ? Where are they...

Employee engagement is not an employee’s matter

Numbers vary depending on the source but the trend can't be discussed : employees are more and more disengaged at work. As usual, technology invited...

Is the chief data officier the new ROI guy ?

The digitalization of society make new jobs emerge. Among them the Chief Data Officer (CDO). The chief data officer is responsible for the governance...

Social performance management : is Frankenstein coming to HR ?

Summary : we know that yearly performance reviews have limits and that it's important to show employees recognition more often. It's also obvious that...

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