Driving Digital Experience in a Digital Age

I was delighted to sit down and discuss Digital Transformation with Kim Massana, Global Head of Customer Experience at Thomson Reuters, at Salesforce’s annual customer conference, Dreamforce, on November 8th, 2017. The overall theme of the conference was to discover a whole world of innovation that will transform customer success and we called our breakout … More Driving Digital Experience in a Digital Age

8 ideas for customer centric transformation

In Sept 2015 I spent a bunch of time reflecting on Wood Mackenzie’s customer led transformation and then presenting at Dreamforce15 (slides here) on what it takes to transform. I posted on Twitter a short comment on eight key thoughts. Here’s the summary of them: Transformation starts with clear ambition and a brave review of … More 8 ideas for customer centric transformation