The Evolution of the Service Economy

Transformation Customer Experience Service Design

Enterprise Resource Planning (ERP) has become the nervous system for nearly every organization big and small.  Fundamentally ERP links functional business groups (Sales, Accounting, Marketing, HR, Production,

If Jimi Hendrix visited the RMV...part 5

Transformation Customer Experience Service Design

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles -

Are You Managing Your Strategy Blindly?

WorkFit Product Customer Experience No capability-based business tool Prioritizing projects and investments

Artificial Intelligence (AI) and business intelligence are hot topics in many companies and attracting big budgets.  Companies are launching pilots and centers of excellence to tap into the power of big data.  Why?

If Jimi Hendrix visited the RMV...part 4

Transformation Customer Experience

He might have asked, “Are you [customer] experienced?”, but then again, probably not.  One thing he would have most likely agreed with, though, is that nearly all of us have had a Registry of Motor Vehicles

If Jimi Hendrix visited the RMV...part 3

Transformation Customer Experience

Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics:  CSat = Quantitative Metrics