Blog Archives

“Sales & CRM, tell me about your relationship”

Poor user adoption handicaps many CRM initiatives. Very few have healthy 90+% utilization rates.

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Defying digital gravity?

Legacy companies are continuing to defy “digital gravity”. Leading advisory firms McKinsey, KPMG and Egon Zehnder say few companies have adapted to meet new-generation competition or engaged in digital transformations at scale.

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Personalize with ease and speed

The big three B2B organic growth drivers today are personalization, ease and speed according to the Customer Experience consultancy Walker. Walker

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Adding voice activation to the workplace

Few, if any, sales people like entering data into CRM systems. Fortunately, voice activation is extending from the B2C world

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Embracing digital platforms in manufacturing

Digital transformation is a priority for all manufacturers, after growth and market share expansion, according to research firm IDC, yet

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“If content is digital’s soul, then a CMP is the church”

Planning, publishing, distributing and measuring content are collective, connected challenges that modern marketing teams must master. The proliferation of channels

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11 life lessons

Here are my 11 life lessons, delivered at Deakin University’s Arts and Education graduation ceremony on February 19 2018. It

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Few are genuinely “customer obsessed”: Forrester

Experiences are the fundamental basis for how we compete and win. Whether in B2C or B2C, today differentiated experiences drive

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What’s your platform strategy? Is it connected, collaborative and scalable?

  All businesses either will be digital platform businesses or they will be out of business. As we transition from

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A differentiated, superior customer experience does pay dividends

Launched six years ago, Watermark Consulting’s annual Customer Experience ROI Study illustrates why, according to the firm’s founder Jon Picoult,

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