Why We Use Tech Tools: To Coordinate Tasks
This is an amazingly accelerated time to be alive. During my nearly 50 years on the planet, we have increased by many orders of magnitude…
age of the customer
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Differentiate with digital
Retail
Grocers Partner For Digital Growth
Courtesy photograph: A. Chakravarty Grocers Are Partnering For Digital Growth The last few months have been a watershed of new deals around…
June 13, 2018 | Ananda Chakravarty
Platform Economy Myth #4: If You Build A Platform, Developers And Customers Will Come
We’ve been analyzing the sacred myths of the platform economy and revealing the real practices that platform businesses have mastered. This is work from our…
June 12, 2018 | Ted Schadler
RQ — The Measure Of Organizational Readiness For Automation And AI
We’ve just released a major new report, “RQ: Assess Your Readiness For Working Side By Side With Robots And AI.” Automation technologies — from AI…
June 12, 2018 | J.P. Gownder
Civilizing AI: How About Speed Limits On Self-Driving Cars?
Question: How can we harness the power of artificial intelligence while preserving civilization? Answer: We must civilize AI. Here’s an example. The National Transportation…
June 11, 2018 | Ted Schadler
Drive revenue with CX
Don’t Pay Employees For Delivering Good CX — Why Monetary CX Incentives Drive Worse CX In The Long Run
Tying CX performance to monetary incentives backfires. Every time. Often in spectacular, unforeseen ways. And while we have seen some firms take…
June 11, 2018 | Maxie Schmidt, Samuel Stern
Drive revenue with CX
Customer Experience Trends In China, 2018
What CX trends will affect customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences.
June 8, 2018 | Riccardo Pasto
Privacy, security & risk
Building The Language Bridge Between Security And The C-Suite
If you had half an hour with a board member and you wanted to get coaching from them about how to communicate with them about…
June 8, 2018 | Jinan Budge
Apple Continues To Empower The Patient To Be An Informed Consumer
Apple Takes Record Sharing To The Next Level Consumers demand access to their medical information, and Apple has answered the call. In January, Apple released…
June 7, 2018 | Arielle Trzcinski
Drive revenue with CX
Build an insights-driven org
Avoid Bad HiPPO Directives With Insights and Prioritization
CX professionals often fall victim to the top-down HiPPO approach to prioritization; HiPPO being an acronym for the “highest-paid person’s opinion” — when priorities are set…