Posts Tagged ‘customer experience’

A colleague of mine recently shared with me a conversation he had with a CEO of a large health system in Chicago. The CEO was asked the following question: “If you could sit down for lunch to have a candid conversation with the leader of any organization, then who would it be?” Hmm. Let’s all […]

We are not too far away from that kind of scenario playing out for all of us every day. Maybe three to five years, if not sooner.  This is coming and it WILL require a change in how organizations need to evolve to market, sell, deliver and support their customers  As companies design their support […]

We are not too far away from that kind of scenario playing out for all of us every day. Maybe three to five years, if not sooner.  This is coming and it WILL require a change in how organizations need to evolve to market, sell, deliver and support their customers  As companies design their support […]

So many of the conversations from the Oracle Modern Customer Experience conference in Las Vegas are still on my mind. Many participants focused on how companies design the CX experience for the millennial generation. It was eye opening and frankly, also a bit perturbing. It was perturbing because as a baby boomer I don’t always […]

So many of the conversations from the Oracle Modern Customer Experience conference in Las Vegas are still on my mind. Many participants focused on how companies design the CX experience for the millennial generation. It was eye opening and frankly, also a bit perturbing. It was perturbing because as a baby boomer I don’t always […]

The Agile method of IT project management has become increasingly popular over recent years, and rightfully so – it is a fantastic way of developing a new or improved technology.  It’s incremental and iterative approach allows for quality deliverables at project completion. This methodology, however, has caused many a headache for Change Management practitioners, who […]

Change Management is vague, frequently misunderstood term in business today.  I spend a lot of my time helping clients understand what we’re talking about when we talk about Change Management, and more importantly, imparting its value and the criticality of this discipline on projects today.  I heard a great metaphor this morning for describing Change Management […]

At this morning’s Association of Change Management Professionals (ACMP) conference keynote address, New York Times Best Selling Author Daniel Pink gave us insight into the shift in the ABCs of selling.  In the business climate of yesterday, where the sellers had the information and the mantra of “Buyer Beware” reigned, the ABCs for sales folks stood […]

More than 90% of companies have users who work remotely either part or all of the time.  As project leaders, more specifically Change Management specialists, we can’t forget about these important people! Nothing says “second-class citizen” like a poor approach to engaging remote users, and an unengaged user usually will be a slow adopter to […]

More than 90% of companies have users who work remotely either part or all of the time.  As project leaders, more specifically Change Management specialists, we can’t forget about these important people! Nothing says “second-class citizen” like a poor approach to engaging remote users, and an unengaged user usually will be a slow adopter to […]

Every year, the week of the National HIMSS conference is marked as the most exhilarating an exhausting week of the year. The exhaustion comes from all that walking. In fact, in this year’s #HIMSS15 Mix Tape, my contribution was that ol’ “I would walk 500 miles” songs from the 90’s. Fortunately, the exhilaration keeps me […]

The healthcare industry continues to focus on ways to reduce cost and improve the quality of care for the individuals and communities they serve. Patient engagement is critical to the high-quality/low-cost initiative and healthcare organizations are turning to the retail industry for strategies used to engage and empower consumers. The key to patient engagement is […]