Culture is perhaps the greatest yet most ignored profit generating engine. Unfortunately, a company’s culture is often collecting dust in employees' desks because without psychological ownership these words never drive change.
Distinctive digital capabilities is a necessity for staying viable in today's market. This article presents a holistic 9-step digital transformation roadmap that can be leveraged in creating a profitable and sustainable digital ecosystem.
If a company wants raving customers it first needs raving employees. The “customer experience quadrant” illustrates the key revenue and cost drivers associated with either top or bottom-quartile customer service performance.
Cross-functional collaboration is the glue that holds a company together. Without it, silos erode the culture, customer experience, and growth. Three steps can be taken to create sustainable cross-functional collaboration.
Data is not the new oil because everyone has a vast data reservoir. The real oil is the ability to drive key insights out of that data. Winners will be those that draw out value unlocking insights from three key areas.
Companies must (1) engage its employees, (2) delight customers, and (3) deliver strong financial results. If the first two take place, the third will take care of itself. The EPC framework can help in meeting these goals.
Customer’s expectations across all industries have significantly growth over the past decade. This has left a gap between what customers expect and what they actually receive. Three steps can close this customer experience gap.