All posts tagged “Customer Experience

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Boundary Workers: Sitting Right at the Boundary of Knowledge Workers and Service Personnel [Infographic]

A very interesting infographic on the new ‚boundary workers‘. Wyatt Urmey describes them as follows: There is a major shift in customer service underway and it heralds a new type of worker –the “boundary worker.” Boundary workers sit right at the boundary of knowledge workers and… Read More

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Could your company’s non-marketing departments be negatively impacting your marketing efforts? – Forbes

Could your company’s non-marketing departments be negatively impacting your marketing efforts? The answer is yes. Most employees perform tasks that, on their face, don’t relate to marketing, but still impact marketing efforts. From the chief executive to the minimum-wage shipping assistant, every staff member has… Read More

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Die Möhre: Braucht der Mitarbeiter 2.0 ein Anreizsystem, um aktiv zu werden?

Das MIT und Capgemini und auch mein Arbeitgeber IBM – dort das IBM Institute for Business Value – haben dieser Tage zwei neue Studien publiziert. Die MIT-Capgemini-Studie dreht sich im Schwerpunkt um die digitale Transformation. In der IBM Studie wurden weltweit über 4.000 Manager auf… Read More