Greg Kihlström’s article on the relationship between leadership alignment and the success of digital transformations.

Article by Greg Kihlström for CMSWire. Even if improving customer experience isn't your primary goal in a digital transformation, it is important to understand how CX connects to the other aspects of your initiative. Let’s explore the link between customer experience and digital transformation a bit further.

Greg Kihlström’s article for Forbes on the relationship between cognitive biases and customer experience.

Greg Kihlström’s article on CMSWire: Doing digital transformation well takes a lot of coordination. Leaders need to align people, processes and technology in a way that accomplishes initial goals, and have a plan to sustain and continuously improve the elements being transformed.

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.

The benefits of a solid data governance plan include increased cost and time efficiency, risk mitigation, greater consistency and quality of data. However, the question of who “owns” data or contributes to data governance within an organization varies greatly. Some companies have a department or smaller set of individuals responsible, and others having cross-disciplinary teams responsible for governance.

Data is the lifeblood of an organization. Customers and employees are vital, but may come and go over time, which puts organizations that count on individuals for institutional knowledge at particular risk. Your company’s information, when handled correctly, should last forever.

My article on Forbes. Getting feedback in real-time instead of asking for surveys after the fact allows you to have the data you need to make adjustments quickly — sometimes immediately — to ensure your customer has an optimal experience. Contrast this with waiting for an individual to fill out a survey once they are all the way through a process, and you can imagine the possibilities!

I contributed an article to CMSWire on the value of real-time insights in order to measure and improve the customer experience.

This is part 4 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This is part 3 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This is part 2 of a 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

This 4-part series of articles is based on ideas from my book The Center of Experience, in which I explore the relationship between customer experience and employee experience, and how organizations can achieve transformative results by embracing a customer-centric culture.

While being able to create an effective buying pathway that can work for your entire audience is important, it is increasingly critical that marketers have an understanding of providing a next best action that is unique to the audience segment, if not the specific individual.

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.

Strong execution of a bold strategy is critical to business success. Just as critical is the processes, platforms, and people involved in connecting those two important pieces together. StrategyOps is my proposed solution to this key challenge.

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