Augmented Intelligence: time to get onboard if you wish to meet the Customer Experience challenge!
Artificial intelligence or augmented intelligence? The distinction was made during the Adobe Summit last march in Las Vegas. And what a distinction! While the last few decades have seen the expansion…
When It Comes to Experience, One Size Fits None – or The Art of Listening and Mass Customization in the Digital Age
At the end of March, the Adobe Summit brought together 13,000 participants in Las Vegas to discuss the digital transformation of organizations. One of the key buzzwords during the event…
Fascinate … to lead
At the last ACMP Change Management conference, held at the end of March in Las Vegas, I had a chance to see a variety of sessions, each rewarding in their own…
Do you struggle to realize your strategy?
Have you ever noticed a gap between your strategic objectives and what value your initiatives really deliver over time? Do your teams ever lose focus on an initiative’s ultimate purpose…
To Climb on the Podium, It’s Important to Measure Up
In sports, the notions of training and measuring are absolute musts. So what if we applied that same principle to transformation? That’s exactly what one of our clients did last…
Mission, Vision & Values: What If We Shifted the Paradigm?
Traditionally, the task of defining an organization’s mission, vision and values has been left to managers or senior executives. Unfortunately, this approach very often leads to a lack of understanding…
The Client Experience: How to Walk the Talk
There’s a saying that’s become so cliché and so obvious that’s it’s now considered an unimpeachable truth: the famous “Customer is king” line. Still, over the course of different mandates…
So how are you making your client better?
Management trends are increasingly focused on the importance of “why”, i.e. the reasoning behind our decisions. I’m not just talking about preparing a business case or explaining the rationale that…
C2 Montréal – In Praise of Creativity
The 6th C2 Montréal is now over. We learned a great deal. Heard captivating speakers. Discovered fascinating visions. But what we will remember most from these three days are the…
When Emotions Drop In On Strategic Thinking
When we think of strategic thinking and planning, it usually conjures up images of people hunched over charts and graphs, spreadsheets, trend reports, and various analyses (markets, feasibility, profitability, etc.)….