We are currently in the era of digital disruption. It is comparable to other great periods of social transformation, such as the Industrial …Read More
Change Management
Successful digital transformation requires expert change management. Although the final outcome for many is to reinvent their core organisational model, the journey to that goal has to be based on an agile, iterative change model.
This means the change management process has to keep pace and incorporate what is learnt using an ongoing cycle of test-learn-embed
Performance and Quality – Core To Ongoing Customer Service Innovation
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
Within Five Years Call Centres Will Be Run By Marketing
The following post came out of a webinar I ran recently with NewVoiceMedia. This was our hypothesis to generate the discussion. Another …Read More
Social Customer Service: Customers As Team Coach
It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial. You know it's just a …Read More
Social Customer Service: Exploiting The Upside
This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all …Read More
Social Business: The “One Agenda” Milestone
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …Read More
Why Transparency Transforms Or Destroys
In another time and another place I used to spend many an evening sharing personal insights in the company of others. (You can DM me if …Read More
Marketing & Customer Service: Marriage Partners Or Holiday Romance?
Social Marketers are confused. Their vision of the world is an integrated one in which Customer Engagement speaks louder than siloed …Read More
Will Social Media Tear Up Traditional Corporate Life?
I’m really not sure what to make of Social Media’s future as a force for radical organisational change. There is no doubt that lots of us …Read More
Managing Customer Service Innovation
If the quality of customer service is a powerful way for brands to distinguish themselves, then having that extra something over competition …Read More
