by Martha Denton | Mar 10, 2020 | Customer Experience, Empowered Culture, Uncategorized
Today, many offices are buzzing with anxiety around COVID-19, so it’s natural that conversations about teams working remotely are at a high. Reducing heath risks through work-at-home policies may be great for employees’ physical well-being, but what about the...
by David Saabye | Oct 15, 2019 | Customer Experience, Digital Innovation, Effective Technology, Product Management
Apple announced the HomePod last week, the latest entry into the smart speaker market. Powered by Siri, Apple promises not just an intelligent assistant, but intelligent sound. Despite the high price tag, this device could be the hottest holiday gift this December....
by Jonathan Murray | Aug 15, 2019 | Business Strategy, Customer Experience, Data Strategy, Digital Innovation, Effective Technology, Empowered Culture
There is an increasing understanding that driving future sustainable growth in the transformed digital economy requires us to think differently about the structure, operations and product strategy of our businesses. The label for this new approach is a “platform...
by Dora Chomiak | May 16, 2019 | Business Strategy, Customer Experience
Recently at the offices of one of the most technologically advanced companies in the world, I was reminded of the value of low-tech customer feedback techniques. Google is celebrated (and feared) for the volumes of user testing it conducts on each facet of its...
by Paul Bonington | Mar 21, 2019 | Business Strategy, Customer Experience, Uncategorized
Normally I take my car to a dealer for service, even for an oil change. I’ve always assumed that the dealer knows my car best and I can be assured the parts and service meet manufacturer’s specifications. My dealers do, however, require an appointment, and...
by Len Gilbert | Feb 21, 2019 | Business Strategy, Customer Experience
Back in March, 2015 I wrote an article on the company that I saw as the biggest transformation failure in the last 20 years: Sony Corp. At the time, the company was suffering from a combination of competition from Chinese and Korean electronics products that made the...
