Organizational change of any kind requires a mix of people, processes, and technology. While the technology component is an important aspect of this mix, it is often people and processes that have the most opportunity to allow an initiative to succeed… or fail. Today we’re going to talk about the importance of ensuring you are approaching the “people and processes” component of your change initiative in the right way.

The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about the healthcare customer experience and how customers are shifting their preferences to want better digital experiences. This means that healthcare providers need to keep up with these demands while providing better and more personalized experiences across channels that include both online and offline ones.

The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about CX skeptics and how to win them over to adopting customer-centric thinking in a meaningful way. To help me discuss this topic, I’d like to welcome Sami Nuwar, Customer Experience Advisory at Medallia.

Today we’re going to talk about the growing need for businesses to adapt to heightened customer experience expectations. Between a continually changing business environment, to increasingly sophisticated consumers, this presents a need for companies to tackle these challenges from multiple angles and perspectives.

In this article, Greg Kihlström discusses designing, implementing, and managing meaningful and agile change for a customer-centric organization by looking at the four components of an agile digital transformation.

There is a lot of talk these days about digital transformation in business, and many organizations have projects underway. As is the case with many buzzword-worthy trends, there are valuable aspects businesses can benefit from when undertaking digital transformation, as well as misconceptions that can waste time and money.

After assessing how well AI is currently being utilized and understood within your organization, it’s time to start assessing the results that you are achieving.

The first thing to do is to look at how well your organization both understands and uses its data science teams and their work in utilizing artificial intelligence and machine learning in business applications. We will divide this into three aspects, each of which will be explored below.

It is critical that you are able to assess the effectiveness of this technology within your organization. Let’s explore several ways that you can assess the effectiveness of artificial intelligence and other data science efforts by asking a few questions.

In this article, we are going to explore when and why you may need to invest in digital transformation in order to optimize your brand’s customer experience. Let’s explore three areas where digital transformation can have a big impact on your CX.

Let’s look at three important things to consider as you begin your digital transformation initiative.

Using agile processes and methodologies within your digital transformation initiative will help it achieve sustained success.

Let’s take a look at the primary reasons why digital transformation initiatives fail to reach their goals, and some ways to mitigate them.

Now that we have a better understanding of what digital transformation is, and the different components that make it up, let’s talk about its importance to organizations. We’re going to look at four categories of benefits.

In this 5-part series, I’m going to discuss the importance of digital transformation, how to ensure you achieve your organizational goals, and the best ways to plan for success. You can read more about some of these topics and more in my books, The Center of Experience and Digital Delight, available in print and digital versions.