Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize…
10 tips for boosting your people skills
We get promoted because of our technical skills, but our success as managers and leaders is determined by our Emotional Intelligence or our EQ. This is because it's our EQ which helps us connect with our…
Is inclusion and belonging a leadership mindset?
I am not going to reiterate the neuroscience and psychological research behind the increasing awareness that inclusion and belonging are essential conditions for high performing teams. I am going to…
The Magic of Mentoring
I am really benefiting from some great mentoring at present which is keeping me accountable and moving forwards every week. However, I also love mentoring others and watching them evolve…
How to ensure your refund experience creates happy and loyal customers
Ever wondered why companies so often have great products and create fairly good in-store experiences but when the customer wants to return items, it seems like the company stops caring…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple, easy-to-understand…
Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over…
Applying journey analysis to determine the impact of an ERP merge
I was recently asked to join an ERP merge project as my client was concerned that they didn’t have sufficient and appropriate change management and program governance in place. The…
The future of travel we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working…
How to build trust and engagement by being social
Did you know that 84% of CEOs in Europe and 94% in the US use social media? Did you also know that 80% of senior decision makers prefer to make…
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