Measuring Success: Customer Journey Map
Does your organization actively measure and report on your customer experience (CX)? Or is your customer experience a vague catchphrase, like “This initiative is critical to the customer experience” or “We are a customer-driven organization.” No one can argue the validity of statements like that. But if you’re like many organizations, you rarely have the […]
Strategy Execution vs. Strategy Implementation: What Are the Differences?
To successfully transform your organization digitally, you must have a clear understanding of both strategy execution and strategy implementation. Often organizations will confuse Strategy Execution – the act of identifying and designing its strategy and the portfolio of projects necessary to realize that strategy – with Strategy Implementation – the act of actually spinning up and running […]
3 Challenges Of Training & Development: How To Overcome Them
Questions about our own learning and development run through our minds daily. They surface in team meetings, individual one on ones, and during every organizational change. Delivering effective training and development to employees is a critical component for retention. And, as research points out, retaining and developing top talent is a far better investment compared […]
What is Omnichannel Customer Experience?
Omnichannel customer experience describes a holistic strategy for creating a seamless customer experience (CX) by thoroughly integrating all the points of contact and communication between a supplier and a consumer. By now, nearly everyone understands the need for multiple ‘pathways’, or omnichannel commerce between consumers and suppliers. One need look no further than the plight […]
A Successful Strategy Execution Process
I recently completed a round of in-depth research on the current state of business architecture practices. One of the areas I looked into was the business architect’s role in strategy development and execution. I found that very few business architects are currently engaged in strategy development but that most established and successful practices are deeply […]
3 Essential Types Of Business Strategy & How To Apply Them
Clear, well-defined strategy is essential for a business’s success. Without a detailed, thoughtful strategy, a business can wander through the wilderness. Within the domain of well-defined strategy, there are three uniquely different and crucial strategy types: These three different strategies are crucial for a business’s success. While they are distinct entities, it is worth noting that a common […]