In the digital world, it’s all about customer adoption & utilization
Historically, once a company sold a product or service to a customer, it was up to that customer to make sure they got their money’s worth. Now with the advent of “anything as a service” (AaaS), the burden of customer success has shifted back to the vendor.
In the digital world, you have to deliver customer success not just customer service
As Clayton Christensen taught us in The Innovator’s Dilemma, a person doesn’t want a ¾ inch drill bit (product) they want a ¾ inch hole (outcome). Unfortunately, today most companies still talk more about…
In the digital world, investing into a market downturn leads to exponential returns
Most senior leaders find comfort in believing that in times of severe market downturns cutting costs and hunkering down is a prudent course of action. The trouble is the data supports the totally opposite course of action.
In the digital world, building mutually successful business partner ecosystems is the new standard of competitive excellence
Historically companies believed they could create sustainable competitive advantage by owning and controlling the assets needed to build high barriers to entry into their markets.
In the digital world, IT should be run as a profit center, not a cost center
The evolution of IT from a cost center to a profit center is at the core of successful business transformations. The wave of new digital technologies are the driving force of new product and service innovation that is redefining how companies engage with their customers, employees and other key stakeholders.
In the digital world, you have to put the last mile first
As we embark on the new decade of 2020, it’s impossible to ignore the virtually unanimous consensus that artificial intelligence and machine learning will be the defining competitive differentiator for companies of all sizes across all industries.
In the digital world, if your employees aren’t happy, your customers aren’t happy
There are numerous studies that track and document how engaged and happy employees are across multiple companies and multiple industries. Here are a few that got my attention…
In the digital world, Digital Transformation is an oxymoron
Last year, a McKinsey study documented that companies spent more than $1.3 trillion on digital transformations 70% of which failed to reach their desired outcomes which means that over $900 billion went to waste.
In the digital world, you have to think and act like a software company
For businesses of any size to be successful today, they need to think and act like a software company. Whether they are actually developing software or just deploying and leveraging it, they need to configure their business model to operate like one.
In the digital world, you have to change the decision-making cadence of your business
The frequency and pace of change from digital disruption necessitates that companies can no longer rely on traditional planning and decision-making models. Simply put, they are too slow, too rigid and too process-driven to adapt to the new speed of business.
