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Can your organisation play the Digital Transformation game?

Ultimately for Digital Transformation to be successful within your organisation you must firstly have the capability to develop a good strategy and, secondly, have the skills to execute it. With Harvard Business School quoting only 8% of business leaders are ‘very effective’ at strategy development and execution together (and 63% rated as either neutral or […]

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Why Is USAA The World’s Most Successful Customer-Led Organisation?

The Radial Organization Different types of business models have over the past been brought forward and adopted by companies as they work towards customer acquisition and retention. Some of these have proved aggressive and worthwhile while others deviated from this and ended up scaring customers away. Over time, however, one specific method seems to constantly […]

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What is the role of the Customer Success Director?

CONTENT: Customer Success Director is apparently the fastest growing job title on Linked-In. But what exactly is Customer Success, and how is it different to Customer Experience? I recently caught up with Dan Steinman from Gainsight who is running Pulse, Europe’s largest Customer Success conference in London on the 28-29 November.  So what is Customer Success and why […]

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Managing Change and Innovation in the Government Digital Service

A few insights   The theme of our latest associate breakfast was: – ‘Delivering product & proposition innovation in organisations’ We asked one of our associates, Clare McKitrick to share some of the things she learnt from doing just that at the Government Digital Service. Comotion has created a process to help organisations deliver innovation […]

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Was Tesla hiring actors to sell their state-of-the-art, zero-emission luxury cars?

There was a rumour going around the internet recently that Tesla was hiring actors to sell their state-of-the-art, zero-emission luxury cars. It’s not true. In fact that would be a bit tame for a company that has literally ripped up the rulebook when it comes to selling cars. “We do not hire actors to tell […]

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Promises, Promises

Branding, marketing & sales are all about the promises you make but customer experience is about the promises you keep. The way a company reflects its culture is in their value proposition. In the past marketing could make a lot of claims some of which really didn’t hold water. But now in a world of […]

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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 […]

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Don’t confuse the customer issue

What does it mean in practice for the “non-customer-facing” parts of your business to be customer-led? To get to that answer, you first have to take yourself through some potentially difficult re-education. Here’s my two-step guide. Step One. It sounds lovely to think of your internal users and departments as “customers” of the back-office teams […]

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Culture change and its challenges

Recently I attended a Comotion breakfast where their framework for building  a culture of innovation was discussed. It led me to thinking about culture change.   It is one of those phrases which could easily pop up in Lucy Kellaway’s column on business jargon in the FT.  Whether it’s the famous, although apparently incorrectly appropriated, Drucker […]

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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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Technology and customer relationships breakfast briefing: follow-up and audience reactions

At a recent Comotion breakfast briefing in the Shard, Carol Savage looked at various aspects of how technology was changing brand/customer interactions and was keen to create a discussion about three key questions: How does technology change how customers behave? How does technology change customer expectations? How should companies react? The audience, consisting of senior […]

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Technology and the customer relationship

At a recent Comotion breakfast briefing in the Shard, Carol Savage looked at various aspects of how technology was changing brand/customer interactions. Carol has over two decades of experience as a Managing Director, CMO and latterly Chief Customer Officer, and was keen to create a discussion about three key questions: How does technology change how […]

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A Model for Transforming to a Customer-Led Business

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? These were the questions addressed by Comotion associates at a recent breakfast discussion and whilst these questions are straightforward, some of the answers challenge accepted wisdom. The roadmap As consultants we are often in the […]

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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 […]