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How to assess an experience-based business model

After having stressed the importance of experience on digital business models and tried to build a definition of what experience is in this context, this post is about defining what at the characteristics, the criteria upon which to assess an experience. Starting with the assumption that we can't manage what we can't measure, it's important to have main lanes, landmarks allowing to say "have we handled this point" and "we're are we now ?". As I always mentioned it's not about customer experience but overall experience. Building a strategy based...

How to assess an experience-based business model

After having stressed the importance of experience on digital business models and tried to build a definition of what experience is in this context,...

Why is there customer service and no employee service ?

I recently mentioned the concepts of employee experience et employee service. As a matter of fact, if we think that brand experience is a...

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,...

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...

The future of enterprise (#1) : the status quo

The future of enterprise and management raises lots of suppositions, fantasies and concerns. The current model is defective and that's a point no one...

CIOs told to be more business oriented

Summary : technology is not the property of the IT department anymore and CIOs must move from being the keeper of the flame to...

Frustrated of losing your hierarchical power ? Become a client instead !

Summary : many managers fear that the future evolution of their role will make them lose the control of their team's work. That's a...

Is measuring online influence bad for customer service ?

Summary : now that lots of tools exist to measure online influence (or whatever we think it is), businesses are perfectly tooled to target...

Do you need a brand strategy on the social web ?

Summary : the presence of brands on the internet is a major concern for businesses entering the social web. But there's a big difference...
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Recommended BookmarksCollaborationManagementHuman resourcesWeb & UsagesSoftware & ToolsIntranets and digital workplaceEmployee ExperienceCustomer relationshipDigital Transformation

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