Success is a good, honest brand.

Phil Darby·10 January 2018·Customer Engagement

...It would be nice to think that business leaders had come to terms with the need for transparency. Even if honesty wasn’t their primary instinct, they must surely have recognised, because the Internet has rendered the densest of brand fogs transparent, it has to be the best policy. Sadly though, not everyone gets it. Read More...

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2018 – It Starts with the Voice of the Customer

Tony D'Onofrio·4 January 2018·Customer Engagement

...A key highlight of 2017 was a retail customer panel that I had the pleasure of moderating. Four executives (two recently retired and two still active) representing over $70 billion in revenue shared their insights on industry megatrends, driving disruptive change, choosing a technology partner, and the future of retail.   Read More...

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Hiring a Change Success Manager Will Transform Your Business

Braden Kelley·3 January 2018·People & Change

...I was speaking with a headhunter recently about some of the roles she was recruiting for and there was one that captured my attention. It was a posting she had for a customer success manager at one of your favorite three letter software companies. Read More...

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Processing the Future

Francesco Scarnera·3 January 2018·Enabling Technologies

...I often laugh when I hear my colleague Masha Cilliers using the new buzzword RegTech. To many, RegTech can be an odd choice of phrase – after all, technology and regulation are all too often at loggerheads. For example, we’ve all seen the regulatory landscape unfold exceptionally rapidly with the approaching dawn of driverless cars. Read More...

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How Mid-Size Service Firms Can Take Advantage Of Digital Disruption

Randy Shattuck·3 January 2018·Strategy & Innovation

...There are thousands of successful mid-size service firms today with 15-150 staff, several million dollars in revenue and more than five years in business. Many service firms are in industries experiencing disruptive change. Read More...

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Tech trends you need to know for 2018

Richard Chiumento·21 December 2017·Enabling Technologies

...Time was when most business leaders wouldn’t take much notice of the obligatory end-of-year technology predictions unless, of course, they worked at a tech company. This week the IEEE Computer Society (IEEE-CS) has revealed what it reckons are the top 10 technology trends that hold “extensive disruptive potential” predicted to reach adoption in 2018. Read More...

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The Why of Transform and How to get ahead of your competition.

Phil Darby·13 December 2017·The Case For Digital Transformation

...There’s a lot of talk about “transformation” these days. More than sixty percent of businesses claimed in a recent survey to be aware of the need to transform. However, the same survey revealed only twenty-odd percent actually planned to do anything about it. A case of burying your head in the sand? Read More...

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5 Strategies for Mid-size CPA firm websites to drive revenue.

Randy Shattuck·12 December 2017·Customer Engagement

...I consult with managing partners in mid-size CPA firms, those with 15-100 staff. I often ask them how they feel about their website. Usually the answers are – “it’s okay” or “it looks nice” or “I guess it does the job.” But almost no one says, “we have the best website in the world; we love it and we know it’s adding real value to our firm.”   Read More...

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Retail: How to Keep it Personal & Take Care of Privacy

Ronald van Loon·12 December 2017·Customer Engagement

...For years the retail sector has been making use of customer data to propel their own marketing campaigns forward. What remains to be seen in this regard is, how the future of better data collection and technology, coupled with an enhanced need for customer personalization shakes up this procedure in the future. Read More...

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Is your next leadership coach a bot?

Richard Chiumento·11 December 2017·People & Change

...With countless surveys, reports and articles on the topic of artificial intelligence (AI), one of the things 2017 will be remembered for is the inexorable advance of machine intelligence. Digital assistants like Amazon Echo, Google Home and Apple’s Siri have established themselves in living rooms up and down the country while automation has continued its march into the workplace. Read More...

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Brand has always been the primary driver of business efficiency. These days even more so.

Phil Darby·11 December 2017·Customer Engagement

...In this increasingly fast-paced world it's interesting that the principles that we operate by haven't changed much in decades. I remember an interview by Time magazine's Curious Capitalist back in 2008 with the CEOs of two very successful US retailers - Whole Food Markets and Container Store, where they revealed they had both gone through a process of brand development before they had even set their businesses up. Read More...

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Are you wasting time this December or getting fit for the 2018 challenge?

Phil Darby·11 December 2017·The Case For Digital Transformation

...Is it me, or do you too get the feeling everyone is in holiday mood early this year? It’s surprising really. With productivity in the UK at a pathetic low, Brexit causing chaos (and the real problems are still to materialise) and even the optimists admitting that 2018 is going to be “challenging” for UK businesses you’d think, if there were any pre-holiday slack businesses would be using it to ensure they hit the new year with a bang!   Read More...

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