Simon Erdmann

Author
Simon Erdmann

The culture cure for digital

Investing millions in a company’s digital journey is money wasted if the workforce isn’t onboard. As management guru Peter Drucker once said, culture (still) eats strategy for breakfast.   Unfortunately, culture is stubbornly resistant to change, even when it is at odds with the variety of work styles emerging in the digital economy. A 2017 […]

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Why happy customers are returning customers

There is strong evidence that efforts to improve customer experience (CX) can drive revenue: Forrester’s 2017 CX Index found that revenue potential and CX quality move in lockstep across every industry. If it is so important to create this positive experience at all touchpoints with customers across all virtual and physical channels and devices, why are many […]

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