Warmth, competence, psychological safety – it depends

Jon Ingham·29 August 2018·People & Change

...I’m supposed to be reviewing some of the elements in my organisational prioritisation model that I use to describe an organisation’s architecture (outlined in The Social Organization). However I’m going to skip ahead and discuss some key features of the organisational society –… Read More...

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Telecom: Enterprise Messaging is the New Black

Ronald van Loon·23 August 2018·Customer Engagement

...Enterprises love messaging. There is no evidence in this world that can deny the obviousness of the fact that enterprises just love reaching out to their customers. Be it regarding new deals, a new promotion, or just to remind people about them, enterprises cannot stop themselves from reaching out to… Read More...

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What a Customer Data Platform can do for your business

Nathan Sykes·23 August 2018·Data & Analytics

...Whether you’ve established a proper system or not, data is flowing in, and it’s ripe for the taking. The problem, however, is that it’s coming from so many different sources, flowing through so many different channels, and involves so many various events that marketers and support teams cannot keep up. Read More...

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Diversity in Digital

Roland Rust·22 August 2018·People & Change

...Digital transformation needs fresh perspectives and unique ideas more than anything else. The more diverse the ways of thinking are the more likely it is that something game changing will happen. That’s why any group of 90 percent white, male, well educated, young and ambitious extroverts cannot develop… Read More...

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3 Reasons Executives Need to Lead in Social Business

Mark Hewitt·21 August 2018·People & Change

...Executives need to lead by example through their attitudes, motivations and behaviour to catalyse their teams to embrace the digital economy. The digital economy refers to an economy that is based on digital computing technologies, although we increasingly perceive this as conducting business through markets based on the internet and the… Read More...

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In Praise of “De-Automation” in Social Business

Kenneth Gustin·21 August 2018·Customer Engagement

...When is the last time you called a company and a real human answered, with a real name and a personality? You may be lucky enough that your oil company or local mechanic answers their own phone, but what about a software company, or insurance company, or a cable company, or… Read More...

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The Shift From Strategic Planning to Strategic Discovery

Rod Collins·21 August 2018·Strategy & Innovation

...One of the most common and enduring practices of traditional management is the annual strategic planning retreat. These multi-day offsite gatherings of senior leadership teams are often the primary vehicles for charting the future course of the business. During these strategy sessions, teams will review and discuss analyses of past… Read More...

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The Critical Next Generation Formula for Rewarding Customer Engagement

Tony D'Onofrio·20 August 2018·Customer Engagement

...Several weeks ago I had the pleasure of being the moderator and Master of Ceremonies for a Tyco Retail Performance Council in Silicon Valley, California. Seven loss prevention retail executives representing roughly $600 billion in industry revenue joined the Tyco Retail Senior Leadership Team in a two day innovation deep… Read More...

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IoT Is Changing the Way We Think About on-the-Job Safety

Nathan Sykes·20 August 2018·Enabling Technologies

...The Internet of Things, or IoT, is a massive collection of data that gets taken from every device and categorised into a useful source of information for small and big businesses. Much of the data in IoT provides a better understanding of consumers’ wants and needs for companies to stay… Read More...

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How Real-Time Analysis Can Transform Your Business

Nathan Sykes·20 August 2018·Data & Analytics

...Data is becoming increasingly important for many different industries, businesses and operations — and it makes perfect sense why. The more information you have available, the more informed your decisions will be and the higher your chances for success. Beyond that basic concept, however, are the real-time data and… Read More...

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Data Centers: What your business needs to know in 2018

Nathan Sykes·20 August 2018·Enabling Technologies

...If you’ve been following the technological disruption of business lately, you know there’s a lot of talk about data collection, storage technology, privacy laws and what future data centers will look like. As you’re preparing your own business for the rest of 2018 and the beginning of 2019,… Read More...

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The Religion of the Single Customer View

Miles Pritchard·19 August 2018·Customer Engagement

...The Single Customer View (SCV) has always been a challenging term for me. It’s shown such reverence, and is bounded around so often in our industry, that it feels almost religious. It exists everywhere, it is discussed in almost every client meeting, and everyone holds to the same ideology –… Read More...

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