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Why Customer Experience Is Failing

May 1, 2018 By Carlos Hidalgo A recent headline read as follows, An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing . . . To Differentiate.  The article, written by Bob Thompson goes on to detail various issues most organizations experience that prevent them from achieving customer experience success. It is hard to argue with the points in the …

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How a B2B Technology Company Evolved Their Content Purpose

December 14, 2017 by Carla Johnson In Silicon Valley there’s a large B2B software firm (yes, there are a lots of them…this is the point). This company sells different software across several business functions. John, a new senior-level enterprise sales representative, was brought on to work at the company. Management wanted him because of his deep expertise in the financial …

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Change or Transformation: What is it You Really Want?

September 5, 2017 by Boudewijn Roubroeks I see a misconception when people/organizations are talking about change and transformation. Both terms are mixed up. Sometimes they say they want a transformation but: ·     what they actually do is change ·     they are only brave enough to change ·     they settle for change Transformation is not better than change or vice versa. It depends on …

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How Purpose Drives Profit & Performance in Uncertain Times

August 3, 2017 by Carla Johnson Ancient mariners learned how to navigate by the stars for one important reason – when there was nothing else to guide their path, the stars provided an unwavering anchor against which they made decisions. Decisions that led them to destinations that took months or even years to reach. For sailors in the Northern hemisphere, …