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Top 5 Reasons Why Your Innovation Programme is Broken

We all know the story: The board of directors has said, ” We must be more innovative!” And after a lengthy process and all due consideration the company has launched an industry leading “Innovation Programme” But after 6 months: The board is unhappy. The CEO is unhappy. And the CFO is especially unhappy. Your innovation program isn’t […]

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The E2E customer experience and the burden on your internal customer

The End-to-End (E2E) customer experience is paramount; however, achieving it is difficult. We demand organisations become everything for everyone thereby diluting the specific value propositions on offer. With information overload and the world speeding up asymptotically, something usually gives when having to consider everything from every perspective to meet the E2E objective. How do you […]

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The challenge of new technology requires a genuinely customer-focused strategy

The report on the recent Comotion breakfast briefing on the impact of technology on brand and customer interactions, and the subsequent questions and issues raised by attendees shows that in a world of rapidly changing technology some things don’t change. In particular the need for a genuinely customer-focused strategy and the challenges facing its adoption […]

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Forget structure – organise around the customer!

As a statement of intent, creating a Chief Customer Officer, Head of Customer Experience or similar role, helps organisations to switch from their traditional product/service orientation to one focused on customer value. But what organisational structure should go with the new role? A ‘full-fat’ CCO with a department of customer evangelists, or a more agile […]

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When AI goes too far

You and a friend go out shopping and you both buy the same thing, only they pay less for it than you do. They don’t have a specific discount or loyalty card. But based on their profile, an AI has decided that you will buy at a higher price than your friend. How does that […]

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The Talecco CCO report 2017

Comotion’s sister company Talecco conducted in depth research into the current state of the market for CCOs. This report gives the results. Download Report It covers: What creates the need for a CCO? Customer focus and customer-led leadership are increasingly hot topics and indicators of commercial success To become customer-led requires a shift in the DNA of a […]