The role of loyalty schemes in customer experience

Customer loyalty schemes have come a long way since their early days, back in the 1890s(!) with Green Stamps, stamps given in return for purchases that could be exchanged for household goods. But modern loyalty schemes, whether card, mobile or online, have quite a lot in common with their predecessors, especially in their primary purpose.

High performance transformation with Scrum

The Scrum process is more commonly known as a software development approach that is designed to be agile, and enable response to changes in customer requirements. In the past 4 years of coaching 320 professionals, managers and leaders, we have seen Scrum techniques used outside software development. Our learners have been part of their organisations’ digital

The digital hunter-gatherer

People often comment on how much the world has changed in the last ten, or 50, or 100 years. But at the recent IP Expo, Ade McCormack, who describes himself as a digital anthroeconomist, argued that instead, we should look at the whole of humanity’s evolutionary journey. He suggested that by seeking this perspective, we

The rise and rise of the Chief Data Officer

You know there’s something important going on when a phrase appears with initial capitals. Like ‘Big Data’, for instance. Big Data, and the analytics that go with it, are providing companies with more and more information about their customers: their likes and dislikes, their behaviours, and their preferences. And as a result, companies can interact

Digital partnerships: Driving CIO-CMO alignment

As more and more people engage with their suppliers in the digital, rather than the physical world, companies are finding digital marketing strategies increasingly important. And it follows that marketers and IT need to work together to deliver these, so it’s interesting to find a report from the Canadian Marketing Association (CMA), 1+1 = 3:

The future of work

Let’s pause a moment to consider the way that ‘work’ as we know it is changing. Just think about it. The world of work has changed massively over the last 10 to 15 years, with the advent of effective remote working, globalisation of businesses and workforce, and huge changes in technology. But what might the

Managing employees in a changing world

The changes to resourcing over the last few years have led to some interesting challenges for organisations. One of the most interesting is the effect on the HR function. KPMG has published a report called Rethinking Human Resources in a Changing World that sets out some of the challenges and opportunities for the future, drawing

When AWS went down

Many businesses have woken up today to the reality that cloud providers too can fail. Not many had adequate back-up plans. How do you recover? Among the plethora of analysis since AWS’ outage in late April, we found the most practical tips from Wired: To ensure that each system can stand on its own, Netflix

Social at work: study scope

Social at Work was kicked off at the Winter 2008 council. Our objective then was to look at how social media was influencing corporate HR and IT policy. We targeted 100 multinational businesses, and were fortunate to engage with leaders and managers who took time to reflect on their internal culture and the coming disruptions.