Transformation

Transformation
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The Operational & Management Dilemma for Russian Bankers
Miroslav Boublik examines three aspects of bank operating models - the organization of operations, the approach to business, and the management model, alongside the specifics of the Russian market.       
Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Interview With Michael Ruckman for the 2018 Customer Day Conference
What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
Interview With Michael Ruckman for the 2018 Customer Day Conference
What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
Build a Tower, Build a Team
Build a Tower, Build a Team
Tom Wujec from Autodesk presents some surprisingly deep research into the “marshmallow problem” — a simple team-building exercise that involves dry spaghetti, one yard of tape and a marshmallow.
What It Takes To Find and Keep Love
What It Takes To Find and Keep Love
When did you know you loved your significant other? Or first notice results after exercising? Chances are it took time. Simon Sinek talks about the importance of consistency in leadership.
Start With Why: How Great Leaders Inspire Everyone To Take Action
Start With Why: How Great Leaders Inspire Everyone To Take Action
Simon Sinek explains that starting with ‘why’, having a strong driving motivation behind the work you do, can be the deciding factor between success and failure for a business venture.
Open Innovations 2020
In this quick video, Michael Ruckman explains how Customer Journeys create value for customers, rather than simply moving them from one contact to the next.
Open Innovations 2020
Open Innovations 2020
Open Innovations 2020
In this quick video, Michael Ruckman explains how Customer Journeys create value for customers, rather than simply moving them from one contact to the next.
#1. Introduction to The Progression of Economic Value
#1. Introduction to The Progression of Economic Value
In July, we were asked to do a webinar for MBA students in the Stockholm School of Economics, and we decided to publish five parts of the webinar over the next couple of weeks. Enjoy the first module and look for more every couple of days.
#2. Understanding Experiential Innovation
#2. Understanding Experiential Innovation
If Product & Channel innovation is "What I get," then Experiential Innovation is "What it Means to Me." This is the difference between what is purchased, and the effect or value that it actually creates for the customer. Quite a simple concept, but it means so much in the transition from product-centric to customer-centric business models.
#3. Using data, social context & game theory to engage customers & influence behavior
#3. Using data, social context & game theory to engage customers & influence behavior
Customer Journeys are a great start, but what if we can influence behavior so that customers can reach their goals faster and more efficiently. Understanding a bit about human behavior and using tools to influence better behavior in customer journeys represents a new area of value creation - helping customers to be successful at realizing goals.