So you Have CX Buyer’s Remorse?
Understanding how to align your organization with your customer's expectations is not the job of your CX ecosystem.... Read more.
The Pandemic is Not Driving Digital Transformation
All the discussions about the increase in digital transformation are a result of companies reacting to the demands of your customer.... Read more.
The Customer-Centric Elephant in the Room
This new purpose is a huge deal as it represents a fundamental shift from “shareholder value” to “stakeholder value.”... Read more.
Don’t Leave Your Enterprise Transformation to Chance
Don't leave change to chance. Transformational initiatives are enterprise initiatives and require a significant amount of bandwidth to be successful.... Read more.
Fire Drills – Why Typical Responses to Corporate Debacles Don’t Actually Put Out Fires
In my career of pattern-spotting and righting corporations, there are key behaviors to look out for when trying to improve your company's success record for growth... Read more.
After 30 Years Fixing Doomed Enterprise Projects, This Is What I Found
I've now spent over thirty years in and out of roles that are about fixing what's broken in global businesses. From Fortune 500s to startups, I've seen it all. As... Read more.
