CRM's New Era I see CRM in much the same light as those Victorian-era inventions and the original information revolution of the 1980s and '90s. What will it take to see another economic expansion like the 1990s in the near future? End customers already have invested heavily in WiFi and handheld devices, and many are … Continue reading I’m not that sure: CRM and GDP
Innovation cycles run ever faster – with each of us experiencing ever more discontinuity. Anand Swaminathan and Jürgen Meffert, Senior Partners at McKinsey and Company and authors of DIGITAL @ SCALE: The Playbook You Need To Transform Your Company, discuss the markets and technology of the digital age, examining and putting forward proposals on what is needed … Continue reading Are We in Good Shape for a Digital Transformation?
In the second of our five-part video series on the Future of Customer Experience, Bronwyn van der Merwe, general manager APAC for Accenture Interactive's design service's business Fjord, discusses the 'Living Business' thesis with AdNews editor Rosie Baker. The digital transformation of virtually everything requires businesses to transform and reinvent themselves as 'living businesses' which … Continue reading The Future of Customer Experience – the Living Business
You’ve undoubtedly heard all the hype about the volume of data doubling every two years. The sad fact is that first, it’s true and second, 50% of data is coming from external (read: less controllable) sources. That means it’s getting harder and harder to find the forest (read: business insight) for the trees. Wouldn’t it … Continue reading Digital Transformation: Finding Your Data is Half the Battle
https://www.youtube.com/watch?v=8ef2kujFJ_o We are living through a fundamental transformation in the way we work. Automation and 'thinking machines' are replacing human tasks, changing the skills that organisations are looking for in their people. But what will the future look like? This isn’t a time to sit back and wait for events to unfold. To be prepared … Continue reading Video PwC’s Workforce of the future report 2017