By the third vendor demo of the week, every pitch promised to transform the customer experience, and nobody had said what the customer actually needs. Customer Obsession is AI's real sweet spot, but only if you work outside-in. A leader's lens for evaluating AI customer initiatives, focused on creating AI value for customers.
Sales and Marketing sit on the richest unstructured data in the company and have spent their careers mastering the art of change. Those aren't peripheral skills for AI readiness - they're the core challenge.
Industrial B2B companies know more about their customers than Amazon ever could - what they manufacture, how their production runs, when equipment needs service. The problem? That intelligence is trapped in systems designed to process transactions, not generate insights.
How an AI-driven business transforms customer relationships from simple CRM systems into intelligent connection engines that predict needs, personalize experiences, and create exponential value at the intersection of human insight and machine capability.
A meaningful digital transformation will provide a compelling answer to a simple question: Why? This article focuses on Customer Value; how to create digital value that truly matters for your Customers. (Part of a series of articles about Enterprise Value Creation for Digital Business.)
The traditional org chart is all wrong. It puts the people that work directly with your customer at the lowest position on the pyramid. This makes the customer the least important person in the picture. Servant Leadership will flip that pyramid. What if your leaders saw their primary mission as support for those closest to the customer? What kind of difference would that have on customer loyalty and satisfaction?
A discussion of a simple pattern for success when introducing new ideas; what does success looks like? Understand the outcome you want to create, and figure out a path to get there.
A review of the Design decisions made when creating a particularly complicated diagram that communicates a significant shift in thinking.
The humble Whiteboard is an import element for capturing product design ideas quickly, organically, naturally. In this article, a few true-life stories, and observations on how the wide-open medium drives flexible creativity.
A simple report that answers an important question ... how can I bring real value to my customers Right Now!