If you are not on the edge, you are taking up too much room!
Quotable Podcast Episode #132: Delivering Value Is the Ultimate Metric, with Travis Bryant
It’s easy to fall into the trap of always thinking in terms of revenue...
AI Brings the End of the Dead-End Customer Service Agent’s Job
Who interacts with customers more than anyone else in your company? Your...
If you are not on the edge, you are taking up too much room!
Quotable Podcast Episode #132: Delivering Value Is the Ultimate Metric, with Travis Bryant
It’s easy to fall into the trap of always thinking in terms of revenue...
AI Brings the End of the Dead-End Customer Service Agent’s Job
Who interacts with customers more than anyone else in your company? Your...
Amazon Will Compete With FedEx and UPS and Provide Better Customer Experiences
Shipping with Amazon (SWA) is the name of Amazon's new delivery service. It is thought to rival UPS and FedEx, according to The Wall Street Journal. Why is it attractive to customers? It seems Amazon wants to offer lower prices than competitors (FedEx and UPS) by...
Guest Post: How to Protect Your Business from Ransomware Threats
Security experts say ransomware looms as one of the top cybersecurity threats in 2018 — and for good reason. Last year, these incidents accelerated exponentially, with mobile ransomware attacks rising 250 percent during the first quarter of 2017 compared to quarter...
Amazon: New Amazon Go Stores and Headquarters!
What if a store had no cashiers or cash registers? What if at the entrance, there were turnstiles and you had to scan your smartphone upon entering the store? What if you didn't need cash, credit cards or checks? That's what the new Amazon Go stores are all about! ...
Why You MUST Pay Attention to the World Economic Forum – Exponential Pace Of Change May Catch Many Businesses Off-guard
The World Economic Forum is best known for its Annual Meeting in Davos-Klosters. What is it about? The 48th World Economic Forum Annual Meeting aims to rededicate leaders from all walks of life to developing a shared narrative to improve the state of the world. It is...
Creating An ROI For Human Capital And Organizational Change Projects: Part 2
I was working at a company and asked to do several things. First was to recruit 100 engineers. That may not seem like a lot, but for every 100 people, we interviewed we had 1 person accept. So it took interviewing 1000 people to obtain 100 engineers. Part of that was...
Top 16 Customer Experience Analysts to Follow
1. Top Analysts Covering the Customer Experience for 2018 Sponsored by: Call-Back Solutions for the Call Center Learn More at www.fonolo.com 2. “These analysts are able to find and evaluate customer experience solutions for every industry, and deliver them to...
Guest Post and Infographic: How AI Changed Customer Service
You can make or break your business’s future by how well, or how poorly, you treat your clients. But you have a lot on your plate, too—even more as you manage the endless technology needs that seem to be developing overnight. That’s why artificial intelligence...
ROI of Human Capital and Organizational Change Management: My Personal Story
I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early...
Guest Post: Why Businesses Can’t Strive Without Social Media
Few years back, businesses had to seek the assistance of external agencies such as marketing and advertising research firms in order to promote the business. However, the increasing popularity of social media networks has changed the trend. Almost all the businesses...
Guest Post: 3 Ways CRM Predictive Analytics Can Give You a Competitive Edge
Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18 billion in 2014, is expanding at a compound annual growth rate of 12.83 percent, on track to be worth $7.65 billion by 2019, Markets and Markets projects. CRM analytics tools are in demand because they help companies predict market behavior, understand their buyers and make more sales.
Avoiding the Failure Chasm: Gaining The Most Value Possible From Digital Transformation
Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. In fact,...
Guest Post: 10 Of The Best Best Marketing Tips From Apple
If you're in the business of developing new and improved ways to market your company, we have 10 tried & tested strategies for you, that worked wonders for Apple. Everything from customer service to brand message and pricing, Apple incorporated have built their...
Guest Post: 4 Ways Technology Can Boost Your Customer Service Experience
In a mobile-oriented society where consumers thrive on social media and have come to expect instant communication, technology has become an increasingly important key to delivering effective customer service. Companies are using technology to meet customer demands for...
B2B Customer-Centric Strategies
Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. Industry-leading B2B companies increasingly respond to intensifying global competition by putting...
What’s the Number One Number Thing Today’s CEO’s Must Do? Do the OODA Loop Faster and More Innovatively
What's the Newest Requirement for a CEO? Do the OODA Loop Faster and Better! You would think it would to generate revenue, profits and reduce costs. Think again. It's all about iterating and pivoting like a start-up. And who better than a former fighter pilot to teach...
Guest Post: How Cloud-Based Predictive Analytics Gives Companies a Competitive Marketing Advantage
Monitoring and fine-tuning analytics are becoming essential to stay competitive in today’s marketplace. Case in point: Business intelligence analytics software sales will reach $18.3 billion in 2017, a 7.3 percent increase from last year, Gartner projects. By 2020,...
Want to Know More About Machine Learning and AI?
Wondering whether you should invest in AI and Machine Learning? That's a question that the most innovative companies are considering. Why consider it? One good reason is because your competitors have already started. If that doesn't give you some reason to get...
Guest Post: 5 Loyalty Languages to Boost Brand Loyalty
In the age of instant gratification, brand loyalty is not what it used to be: Today, you can get your groceries delivered straight to your home, request a ride across town via Uber or Lyft, and turn to a service like Amazon Prime to bring nearly anything else you want...
Innovation & Disruption In Delivery: Could Your Next Amazon Delivery Be By a Drone?
Ever Had a Package Delivered Late, Not at All Or To the Wrong Address? One of the most irritating issues with ordering online is whether the package gets delivered and to the right address and on time. I know I've experienced this a number of times and what's...
Vending Machine Are Not Just for Chips and Soda: An Innovation for Displaying Luxury Cars?
If you thought vending machines were just for fast food, think again. They are now for fast cars. From a Singapore "vending machine" you can order Bentleys, Ferraris and Lamborghini's. Who thought of this innovation? None other than the used car seller Autobahn...
Digital Transformation Projects Have an 84% Chance of Failure; Are You Ready to Failure or Succeed?
Would You Invest If You Knew the Investment Had a High Likelihood of Failure? If I were to tell you that I had an investment opportunity for you and the probability of you making money was 16% or less, how likely would you be to invest in it? But if I told you that...
Is Organizational Change Management Just the “Fluffy Stuff” or Is There Real Business Value?
Is OCM and CC Kumbaya? When I first lead organizational change management (OCM) and culture change (CC), it was at previous high tech company; a company made up of mainly engineers. When the topic was first announced as part of our integrated product developed process...
Guest Post: How to Run Your Business Exclusively in the Cloud
Choosing to move your business exclusively to the cloud isn't just a matter of being in good company, as a majority of organizations start making the shift. Working in the cloud, though, will also become the norm for your clients, who are accustomed to doing...
Edible Robots: Researchers from Switzerland Work to Deliver Medicines in the Intestinal Tract
We know that robots play a key role in medicine by helping to conduct surgery by being able to conduct more precise and predictable movements than a surgeon as well as in pacemakers that can help regulate a person’s heartbeat. The healthcare industry spent $4.5...
Guest Post: How to Land That Promotion at Work
2017 is here and you’ve made a promise to make this your best year yet. This is the year that you’ve decided to leave all of your fears behind, and totally go for it. You want to live the life of your dreams, and the best way to start is by getting promoted at work....