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From employee experience to employee service: this is it!

For the past 15 years or so, what I call the consumerization of organizations has been underway. What I mean by this is that the employee, in the company, will find the same types of tools, experiences, and devices that he or she has in his or her personal life and as a customer. It started at the beginning with tools, when in the mid 2000s and the famous "web 2.0" we gave individuals more efficient, ergonomic and intuitive tools than what they had in the company. And irremediably these...

From employee experience to employee service: this is it!

For the past 15 years or so, what I call the consumerization of organizations has been underway. What I mean by this is that...

Social Business : are we supporting technology or businesses ?

Support is key to make social business or social collaboration approaches successful. Businesses say it, analysts confirm and vendors themselves admit that no matter...

Engage with customers. And then ?

Summary : It's obvious that the use of social media within companies and between companies and customers are not compartmentalized but complementary disciplines. If...

How to understand and position enterprise 2.0 in the real enterprise

It's time to sum up all the thoughts I had these last months. I tried to start from both the concerns expressed by C...

So you love your customers…and you let others take care of them

Saying that customers are businesses' most important assets is now a common view. First because their money make the business live, second because they...

Management 2.0, SOO and productivity

I started, here and there, writing about the need for changing flows direction within organization : switching from a "pushed" to a "pull" way...

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