Archive

building digital into CX delivery

It is getting harder by the day for organizations to make customers stick. An integrated approach that incorporating digital into customer experience may hold the key. Recently, I was amazed looking at a few curious insights winnowed from diverse sources—seemingly

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think ahead

Innovative business ideas are invariably founded in deep customer insights—not just understanding their needs and wants, but taking a leap while they walk —just as Airbnb did. Henry Ford knew this about customer needs: customers do not necessarily know what

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to replicate or to renew?

The speed with which technologies and markets change forces firms to innovate their business model. The two main types of business model innovation are replication and renewal Replication flourishes especially in relatively stable environments. Renewal, however, has a particularly positive

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win without fighting

Even at their harmonious best, many organizations are often a ‘cacophony’ of dissenting views and behaviors, which leads to managers having to deal with unmanageable employees. But, the good news is that even such an unruly lot can be made

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nurturing a Store No. 8

In a marketplace largely disrupted—and now hegemonized—by the digital revolution, is it the end of the road for traditional retailers? The authors make a case that organizations that focus on where the sector is headed in the future, and accordingly

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