Performance Management: Proactively Keeping Score Key Fact #1: Performance management keeps companies agile. “Performance management” is a vital part of … Continue reading “Performance Management: Proactively Keeping Score”
In recent years, the customer base of any company has both expanded and contracted, and this means traditional approaches to … Continue reading “The Customer Experience Challenge: The Evolution and Sophistication of Customer Care”
The Performance Measurement Index Key Fact #1: If you can’t measure it, you can’t improve it. Pursuing excellence is a … Continue reading “The Performance Measurement Index”
The first thing to recognize about digital transformation is that it is neither a new thing or a single thing. … Continue reading “Understanding Digital Transformation and Digital Disruption”
The Power of Data in Customer Experience Although much of the world’s attention is focused on the explosion of technologies … Continue reading “The Power of Data in Customer Experience”
What is the Internet of Things?
The Internet of Things (IoT) is essentially a huge network of intelligent ‘things’…