We are living in a world where every other organization on the planet is striving hard to sell their products / services to potential customers by wrapping them under the glossy & glittery packaging of digital transformation. Though, it might make their lives easier to achieve those conventional sales targets at the end of financial…
Digital Transformation: Decoding Transition from B2B to H2H Experience
Digital Transformation has become one of the hottest ‘buzz words’ of today’s times. And why not, when we discover even baby products manufacturers and renowned accounting firms are heavily betting on this term. The increasing internet and mobile penetration has led to a digital disruption & none of the industries had remained untouched with this…
Then & Now: Did the Digital Roadmap play out?
MIT Sloan Management have opened up their research goodie box for today and tomorrow only (October 2nd & 3rd), and my interest was sparked by the article “Nine Element of Digital Transformation” (summarised by MIT in January 2014, off an article developed in November 2011 in conjunction with CapGemini (https://sloanreview.mit.edu/article/the-nine-elements-of-digital-transformation/) And here we are in…
Collaborative Mentoring: Decoding Digital Transformation Secret of Business Sustainability
Digital Transformation has been the most concerning agenda for every organization boardroom today & to combat this high tide, a new wave of Mentors is trending these days, where every other person is projecting itself to be a self-proclaimed mentor capable of enabling businesses & professionals achieve overnight success. Despite of lack of credentials to…
It Is Critical Your CEO Understands And Embraces CX Technology
It’s simple to analyse Customer Experience (CX) trends. The analysts and commentators create lists of trends at the end of each year and then guides to what is coming next January. What is not so easy is being a multi-function CEO with a clear understanding of which of these trends should be harnessed to support…
Great Customer Experiences Begin With Engaged Employees
Is a good customer experience (CX) only a case of ensuring external customers have a great experience? What about the internal customer, the employee? Companies ensure engaged customers, why don’t they ensure engaged employees? The employee experience tends to lag behind the customer experience because companies tend to disregard the employee as a core driver…
I can’t get no (Customer) Satisfaction – 4 Ways to get Customers Singing a Different Tune
Measuring customer satisfaction is often as unreliable and surprising as election or referendum polls. The downside of believing what people say they will do and their actual actions can have many politicians and business people eating their hats or even their kilts. Mick Jagger’s plaintive cry from over 50 years ago still rings true for…
State of the Nation- UK Customer Satisfaction
UK CSI: State of the nation January 2017 – positive start to the New Year. Along with the New Year, Burns night and a New American president in office before the end of January, the most recent UK Customer Satisfaction Index results are out and here’s a rundown of the highlights. If you want to…
Relentless Focus On Engagement
On a bright sunny morning, CCA Global held their annual MBA day for customer service and engagement leaders at RBS site in Gogaburn, Edinburgh. Hosted by Kaye Adams, who normally appears on our TV screens in Loose Woman, Kaye asked the audience and presenters about the biggest challenges in terms of customer service delivery today….
People Powered Change
Latest measure of employee engagement found that only 16% of workers are engaged, or are emotionally connected to their job. 68% of the workforce are totally disengaged and 16% are actively disengaged. The root cause of this is due to management and organisations not creating an environment which is conducive to creating a good employee experience.
