by Dr. Natalie | Jan 22, 2018 | CEO, CFO, Chief Revenue Officer, CIO, Crossing the Chasm, Customer Experience, CX, Dr. Natalie's Blog, Human Capital, Leadership, Organizational Change Management, ROI of Organizational Change Management
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...
by Dr. Natalie | May 12, 2017 | Crossing the Chasm, Culture Change, Customer Experience, Digital Disruption, digital transformation, Dr. Natalie's Blog, Human Capital, Innovation, Leadership, Organizational Change Management, Performance Management, ROI of Organizational Change Management, The Future of Work
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...
by Dr. Natalie | Feb 9, 2016 | CEO, Chief Revenue Officer, CRM, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions...
by Dr. Natalie | May 26, 2013 | ROI of Social Media, Social PR, Marketing and Advertising
Many enterprises are considering social media and are wondering if there is return on the investment. I’ve taken a stab at calculating an ROI when social media is applied to customer service. The result? Large ROIs and benefits to every part of the company!...
by Dr. Natalie | Apr 12, 2013 | Dr. Natalie's Blog
Socially Responsible F-commerce As the awareness around sustainability and social responsibility increases, brands are doing more and more to donate to charities and do more for their communities as part of their day-to-day strategies and operations. What is social...
