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Month: January 2017
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Why Customer Delight is Overrated
Bad customer experiences have a much greater potential to do business damage than great experiences do to have a positive impactRead More
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HR Best Practice? Yeah, Right
HR practices truly are “best” when they directly support both a company’s target culture and their workforce strategies aimed at creating a great customer experience.Read More
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VCU Health tests telehealth for shortening time to treatment for stroke patients (#telestrokecare)
At the heart of the effort is empathy – making an effort to “get inside” the experience of each person involved, understand their needs, and how to address those needs both simply and effectively.Read More
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Why the Time is Right to Evaluate Predictive Capabilities in HCM Systems
Predict all employee-related outcomes that materially impact business performance, understand why the outcome is likely, communicate why this insight matters, and determine and pursue the key actions neededRead More
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Salesforce Services Blueprint 2017: Leaders demonstrate commitment, dedication, and investment
What has changed since our 2015 analysis of Salesforce Services providers? Quite a lot..Read More
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2017: The year of the “BandAid Economy” as the new digital world gets smarter and the old one just gets dumber
2017 will be the year of the “BandAid Economy” as legacy businesses fizzle out and smart digital businesses emergeRead More
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2017: The year people are forced to learn new skills… or join the Lost Generation
We have to become students again to avoid the quicksand of legacy executives no longer worth employing.Read More
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Offshore has become Walmart…as Outsourcing becomes more like Amazon
No one cares much about “offshore” as a strategy anymore - it has become part of the fabric of managing a global operating modelRead More
