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Forget gameification, every company is fundamentally already a gaming company. This is how: According to Bernard Suits playing a game is by definition: «the voluntary…
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Is being «customer centric» a well intentioned management decision, or is it the DNA of a company? Is it a reflection of what you want…
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Recent developments in the architecture of markets could end up putting companies in a situation they haven’t trained for: Having to compete for customers, not against competitors . Will…
Hypothesis: The industrial revolution took customers hostage to a world of poor, expensive and needless products. (As companies forgot their talented employees and valuable customers,…
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As an example of value chain disruption; what might your car look like in 2020? Using the example of the car industry to demonstrate how…
Disruption doesn’t come out of nowhere and suddenly hits you in the gut. There are obvious signals we can recognize that either tell us to…
Companies aren’t disrupted, components in the value chain are. Disruption is either the consequence of new technology, business models or changes in customers demand patterns . Teams need a…
The Jobs-to-be-done approach is a very simple, yet hard approach for getting to the root customer insight in order to improve your products. With the approach we…
Our next ideas aren’t necessarily right in front of us linearly adding to existing or new ideas. I’ve collected eight articles and videos that have…
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Attending a customer event for the marketing management solutions company CapitalID (capitalid.nl) I was asked to share my ideas in regard to the future of…
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Companies face a deep and widening complexity gap; between their current offering and the emerging behaviors and needs of their customers. Failing to see the…
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The digital economy will become the outcome economy – outcome as in the quantifiable output the company’s offerings help produce on the customer side. In…
Customers are becoming an increasingly important strategic asset for companies (1). This complicates things; because managerial theory and practice have told companies for decades to keep…
New technology invites companies to create, accommodate and capitalize on changes in customer behavior – through new revenue streams or increased customer life time value…
Digitizing every customer interaction introduces troves of sparkling new opportunties for companies. Don’t just carbon copy the old customer relationship thinking – go to town…
IT, in all its glory, has grown into an over-sized juggernaut. Its increasing complexity and lack of agility is slowing down corporations to the rate…
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What is the digital economy, digitization and digital transformation? In her article The Age of Distributed Capitalism (2010) Shoshana Zuboff argues that the next chapter of capitalism…
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How will Customer Experience change through programmed relationships, analytics, the Internet of Things and the digital OS? Is Customer Experience already dead? And old relic…
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In his article on the future chapter of capitalism Steve Denning articulates several important implications as we move from shareholder to customer driven companies. He…
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