Studying the impact of innovation on business and society

Tag: framework

Connected Customer Experiences Are at the Heart of Digital Transformation

Connected Customer Experiences Are at the Heart of Digital Transformation

The word “digital” can be misleading. Digital transformation is about how people and their behaviors, expectations, and preferences are changing. Customer experience (CX) is one of the most important trends in business today as it brings companies closer to customers and customers closer to brands. But CX is also so much more. The work toward creating more relevant, meaningful and productive customer experiences also places your company and employees on a path toward business transformation. But this isn’t change for…

Human-centered CX: Uniting stakeholders across the enterprise

Human-centered CX: Uniting stakeholders across the enterprise

Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that choose to solely prioritise the bottom line. While customer experience is a noble and important catalyst for business transformation, becoming truly customer-centric requires an introspective approach. This takes stepping back to define what customer experience really means from the customer’s perspective – what they truly value and also what’s primed,…

The 7 Success Factors of Social Business Strategy [INFOGRAPHIC]

The 7 Success Factors of Social Business Strategy [INFOGRAPHIC]

Over the years, my partner Charlene Li and I authored a series of research papers and also a short book on the evolution of social businesses, from philosophy to strategy to practice. Along the way, we also produced an effective maturity model and infographic that documented the six stages of social business transformation. This work would eventually pave the way  toward my focus on digital transformation and innovation today. Now, after all this time however, I wanted to share the…

Salesforce Listens to Market Trends, Acquires Radian6 for $326 Million

Boom Boom Pow. Salesforce, a purveyor of cloud-based solutions for customer relationship management (CRM) & collaboration for enterprise organizations and small businesses announced that it is acquiring social media monitoring platform Radian6 for $276 million in cash and $50 million in stock. Radian6 is used by more than half of the FORTUNE 100 and companies like AAA, Dell, GE, Kodak, Molson Coors, Pepsico, and UPS to monitor, analyze and engage in social media conversation. Chairman and CEO of Salesforce Marc…

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