4 Apr 2019

The dividends of supplier diversity

Diversity drives dividends – it’s as simple as that. A diverse workforce and inclusive culture are essential to business success, especially in an increasingly global economy. If you are looking to build brand engagement and loyalty, supplier diversity can help you deliver on the promise of who you are and what you represent. “Developing a…

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12 Dec 2018

Harnessing the power of bots in hospitality

The applications for chatbots in the hospitality industry will only continue to grow – as demonstrated in examples ranging from Marriott’s Slack integration for business travelers to the Henn na Hotel’s robo-dinos. There’s a reason Gartner made this prediction: “By 2020, the average person will have more conversations with bots than with their spouse.” Chatbots…

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11 Nov 2018

How to understand and leverage your digital opportunities

I came across this analyst perspective on Toyota’s $1 billion investment in Singapore-based Grab Taxi Holdings: “Ridesharing is coming. For car companies, this is a painful reality. But it can be a business opportunity if they understand it correctly.” Toyota is, of course, an automobile manufacturer driven by technology. Grab, while known for its ride-hailing,…

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11 Nov 2018

How to get past the CX innovation puzzle

The drive towards innovation can result in a challenging situation for many customer experience (CX) leaders. The clients I’m talking to are increasingly giving voice to a consistent problem: “I’m under pressure to make a meaningful change – but I’m on the hook for today’s results too. I’m struggling to do both.” Meanwhile, as most…

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11 Nov 2018

How to get your organization wired for agile CX

This prediction is particularly salient today: “Companies that adopt new capabilities to be more agile, responsive and innovative will not only thrive but are also 3x more likely to achieve above-average revenue and profit growth.” Accenture, 2018 Of course, there’s a flip side to this story: Accenture also estimates that in the U.S. alone, the estimated…

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11 Nov 2018

Do your partners ‘get’ innovation? Ask these four questions

While innovation from within is crucial, I’d go even further to say you need to be pioneering innovation across your entire value chain. When it comes to your partners, there’s no question that delivering on your numbers is important – it’s what we do every day. But frankly, hitting your number is merely table stakes….

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