GDPR compliance after May 2018: A continuing challenge

Companies will need to increase automation and streamline their organization if they are not to be overwhelmed by the challenge of sustaining GDPR compliance over the long term. With the EU’s General Data Protection Regulation (GDPR) coming into effect on May 25, 2018, businesses are scrambling to put compliance measures in place. McKinsey Research However, recent McKinsey research showed that few companies feel fully prepared. As many as half of them expect gaps to remain after the cut-off date, especially in some areas of IT. These companies are resorting to temporary controls and manual processes to ensure compliance until they implement … Continue reading GDPR compliance after May 2018: A continuing challenge

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From design thinking to system change (RSA report downloadable)

Achieving change in a world ever more defined by complexity is difficult. We face an array of complex ‘wicked’ problems, from an ageing population to climate change to intergenerational cycles of poverty. It can often seem that these challenges are insurmountable and that we lack the ability to make meaningful change. To find opportunity in challenge will require reimagining the ways that we currently think about innovation and design. The narrative around a ‘fourth industrial revolution’ risks narrowing the focus of innovation to technology which would locate innovation-led growth solely in the outputs of universities and research institutes, or technology … Continue reading From design thinking to system change (RSA report downloadable)

McKinsey on How to profitably deliver services to customers

How to profitably deliver services to customers has become a defining challenge for businesses today. There are a number of reasons for this. One is because customers don’t just expect more, the expectations themselves also change quickly, radically shifting profits. The other is that executives face an increasingly complex landscape of technologies, methodologies, and both regulatory and compliance pressures to ensure that new processes are standardized and traceable. This sea change for both B2B and B2C businesses is fundamentally transforming what “services” means. McKinsey research McKinsey research suggests that as much as 45 percent of employee activities can be automated … Continue reading McKinsey on How to profitably deliver services to customers

Customer Service Evolved — So DID Your CRM Execution?

Customer experience arrived in the early 2010’s It was the  message in Kerry Bodine’s recent post that triggered me: “Back in early 2010’s, the field of customer experience was still fairly new and so we felt the need to clarify exactly what it was we were talking about. But in the five and a half years since publication (of Kerry Bodine’s book -Fred), the role of customer support groups has expanded….” What were the predicted service trends at the start of the 2010’s? Checking my archives, i found this paper claiming the service trends of this decade: Lessons from service leaders … Continue reading Customer Service Evolved — So DID Your CRM Execution?

The End of the Internet’s Grand Bargain and you as a Customer Experience professional

https://studio.twitter.com/library/3_919042068315623424/edit As a customer experience professional you may be aware! Un May 2018 the European Union’s General Data Protection Regulation goes into effect, two years after passage by the European Parliament. This radical new privacy law, which covers any business … Continue reading The End of the Internet’s Grand Bargain and you as a Customer Experience professional