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Experience breaks down the walls between sectors

The latest PWC CEO study showed a major trend : to stay competitive, most leaders think they have to enter new sectors and many already did. That can be explained in many ways. The first is the servicization of economy. Customers don't buy products but services including products, what implies to complete the product with services that don't necessarily belong to the same sector. Digital changes the way customers perceive the value of a product The second is that digital changed the value perception of a product by the customer. The customer...

Experience breaks down the walls between sectors

The latest PWC CEO study showed a major trend : to stay competitive, most leaders think they have to enter new sectors and many...

The steps to becoming an experience company

Even when one is convinced that the future of marketing is customer experience, that there's no customer experience without employee experience and that the...

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 individalization of custmer relationship : why and how ?

The individualization of customer relation is the new concern of marketing departments. After mass marketing, after segments, we've reached the ultimate level of granularity....

The future of enterprise : a matter of service

Summary : nothing better than thinking about service when imagining the future of enterprise. Because it's both the foundation of new economic models. Because...

Enterprise 2.0 and social business : yes but why ?

Summary : while the need to transform organizations seems to be a given for anyone it seems that the only that are still doubtful...

Don’t confuse enterprises without managers with without management

Summary : we talk a lot about the cases of enterprises without managers, praised for their agility and their effectiveness. Businesses show interest for...

From services management to enterprise 2.0

Summary : the shift from the old manufacturing model to a service one is key to the future competitiveness of lots of industries. Rather...

How to keep the humane side of moments of truth in online customer relationship

Summary : even if social media are a good means to make the humane side of the company more visible in the customer relationship,...
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