How to

The Experience Revolution: The Game is on

Executive Summary Businesses across multiple industries are feeling the heat from disruptors who are using digital to revolutionize how customers interact with brands. Armed with these new experiences, customers are becoming increasingly impatient with incumbents who don’t keep up. Helping customers easily find what they need, simplifying signup, driving personalization and streamlining access to support […]

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Step-by-step: Hidden competition

Prepare for hidden competition from outside your industry When leaders evaluate their competitive landscape, they naturally look at the same set of players in their industry, year after year. Traditionally, these competitive sets were well understood, and evolved slowly and predictably. These days? Not so much. A company used to be considered a competitor when […]

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New Vocabulary: Hackathon

A focused “hacking” session can deliver innovation in one day Hackathon: A Definition Hackathons are highly focused, outcome-oriented innovation sessions intended to deliver breakthrough thinking and a pilot-ready commercial model within a radically abbreviated timeframe. What it means These intense collaborative design events, often staged over 24 – 48 hours, bring together computer programmers, user […]

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Marketing is a (buyer) journey, not a destination

Executive Summary CMOs are implementing significant shifts in where and how they allocate marketing spend. In the ‘Customer in Control’ marketing age, marketers are experiencing a renaissance within their discipline. It is already disrupting how marketing operates and is re-writing the rules for the future. To understand how marketing is evolving, The CMO Club in […]

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Step-by-Step: Lead a culture shift

Build a strong team to transform your company Introduction Often tasked with steering the design and integration of large-scale digitization efforts, the chief data officer’s potential to add strategic value makes them a leading change agent. That’s one of the reasons CDOs have seen their stature and influence rise, according to a report by The […]

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Step-by-Step: Foster an agile culture

Scale collaboration to drive business outcomes Introduction Agile is a way of working that was originally created to improve software development, but its measurable effect on business results has made it an attractive way to work for all types of organizations and teams. Agile is not simply an initiative, nor is it a mode of […]

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Manage organizational change

Enable and scale creative collaboration Introduction Your organization’s clients pursue big data and analytics with the expectation of a positive return on their investment. Only 63% of companies achieve that goal within the first year. 1 That’s because when companies embark on pursuing big data and analytics strategies, they embark on a journey that is […]

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Use data to deliver an exceptional client experience: Step by step

Introduction Obtaining a single view of the customer can be extraordinarily difficult, but it is the only way in which organizations can understand the preferences and buying habits of their most profitable customers and create a superior experience. Deriving those insights takes more than simply obtaining, collecting and storing information; it means harnessing that information […]

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Step-by-Step: Prepare for a seat on a board of directors

Tap your network to research corporate governance Step 1: Gain relevant experience. A board seat with a large public company is unlikely to be your first experience. Start looking for opportunities where you can get board experience quickly. Boards of local nonprofits, an industry organization, a university and smaller companies are good places to start. […]

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Omnichannel marketing: Step by step

Deliver consistent, personalized, high quality customer experience across channels Introduction How often do you check prices and availability online and in the store before you make a purchase? CFI Group survey data1 finds that 95 percent of consumers—nearly everyone—say they frequently or occasionally shop a retailer’s Web site and store, and 82 percent expect to […]

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Next-best-action: Step-by-step

A process that integrates existing and emerging technology to monitor social networks in real time, forecasting which ideas are likely to go viral, and recommend when and how to take action. Introduction Next-best-action is the ability to translate all the information you know about a customer into actions or interactions that make sense to the […]

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Culture of analytics: New vocabulary

A set of behaviors and practices grounded in a shared belief in making data-driven decisions. An open acceptance of facts, even when they challenge current practices and long-held beliefs. What it means Organizational culture is a soft science. It consists of belief patterns, attitudes and values built over the course of an organization’s history. And […]

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